We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 384131 results
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Decision Reference DRN-5288569
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5288569 The complaint Miss M complains that Capital One (Europe) plc trading as Capital One lent to her irresponsibly. What happened Miss M applied for and received two accounts with Capital One: Date Event New credit Limit Account 1 15 Nov 2010 Account opening £300 5 Jan 2018 Acc... (4 pages)View decision -
Decision Reference DRN-5356730
31 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5356730 The complaint Mr C complains Advantage Insurance Company Limited (“Advantage”) declined a claim he made on his contents insurance policy after his carpet was damaged. What happened Mr C has home insurance with Advantage. The policy provides cover for ... (3 pages)View decision -
Decision Reference DRN-5174882
31 Mar 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5174882 The complaint Mr C complains that Zurich Assurance Limited have deliberately made it as difficult as possible to switch his pension away to a new provider. Mr C says that he’s unhappy with the requirements that Zurich have in place in order for him to be able access his pens... (4 pages)View decision -
Decision Reference DRN-5195713
31 Mar 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5195713 The complaint Mr S complains he was given unsuitable advice by St James’s Place Wealth Management Plc to transfer his two personal pensions to a retirement account and into investments he says were too high risk. Mr S is represented in this complaint by a claims management ... (6 pages)View decision -
Decision Reference DRN-5288769
31 Mar 2025 Evelyn Partners Financial Planning Limited UpheldPensions and AnnuitiesDRN-5288769 The complaint Mr T complains that Evelyn Partners Financial Planning Limited failed to provide him with financial advice in a timely manner and he’s suffered financial loss as a result. What happened Mr T had a Product and Investment Review Service (PIRS) agreement with Eve... (7 pages)View decision -
Decision Reference DRN-5434759
31 Mar 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5434759 The complaint Miss B complains through a representative complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss B was granted a running credit facility in February 20... (4 pages)View decision -
Decision Reference DRN-5424805
31 Mar 2025 Chubb European Group SE UpheldInsuranceDRN-5424805 The complaint Mrs R and Mr R have complained that Chubb European Group SE have declined their travel insurance claim for pre-booked accommodation. What happened Mrs R and Mr R were due to depart on holiday in July 2024. Unfortunately, an IT outage closed their destination ... (3 pages)View decision -
Decision Reference DRN-5441604
31 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5441604 The complaint Mr H is complaining about TSB Bank Plc’s (TSB) response to his complaint about interest charged on his outstanding credit card balance. What happened In March 2024, TSB let Mr H know that it was going to close his bank accounts. Mr H was unhappy with this and ... (3 pages)View decision -
Decision Reference DRN-5426825
31 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5426825 The complaint Mr A is unhappy that Bank of Scotland plc (trading as Halifax) won’t refund transactions made to three investment firms – I’ll refer to as ‘B’, ‘E’ and ‘AT’. What happened Mr A made transactions to investment companies specialising in Contracts for Differences ... (3 pages)View decision -
Decision Reference DRN-5373632
31 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5373632 The complaint Mr G complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to him. He wants all interest and charges paid on his account refunded along with statutory interest. Mr G is represented by a third party but for e... (4 pages)View decision
