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 362716 results
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Decision Reference DRN-4843016
10 Jun 2024 Acasta European Insurance Company Limited UpheldInsuranceDRN-4843016 The complaint Mr G complains about Acasta European Insurance Company Limited’s (“Acasta”) initial decision to decline his claim under his motor warranties policy. What happened Mr G took out two policies with Acasta to provide cover in the event of any damage to specific parts ... (3 pages)View decision -
Decision Reference DRN-4832276
10 Jun 2024 Lifestyle Loans Ltd UpheldConsumer CreditDRN-4832276 The complaint Miss B complains that Lifestyle Loans Ltd (“Lifestyle”) lent to her in an irresponsible manner. What happened Miss B was given a single loan by Lifestyle. She borrowed £5,000 in January 2023 that she agreed to repay in 60 monthly instalments. Miss B tells us that ... (3 pages)View decision -
Decision Reference DRN-4818085
10 Jun 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4818085 The complaint Mrs F has complained that Astrenska Insurance Limited declined a claim she made on an annual travel insurance policy. What happened Mrs F and her family were on holiday in the UK in August 2023 when three bags belonging to herself and her children were stolen from... (3 pages)View decision -
Decision Reference DRN-4818593
10 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4818593 The complaint Mr D is complaining about Zopa Bank Limited because he says it lent irresponsibly by giving him a loan he couldn’t afford. What happened Mr D applied for and was approved for a series of loans with Zopa as follows: Loan 1 - January 2022 - £5,000 with monthly repa... (3 pages)View decision -
Decision Reference DRN-4760564
10 Jun 2024 JLT Wealth Management Limited UpheldPensions and AnnuitiesDRN-4760564 The complaint Mr P has complained that JLT Wealth Management Limited gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) to a group personal pension plan (GPP). What happened The investigator who considered this matter set out ... (10 pages)View decision -
Decision Reference DRN-4825139
10 Jun 2024 First Central Underwriting Limited UpheldInsuranceDRN-4825139 The complaint Mr and Mrs W complain about First Central Underwriting Limited’s (First Central) poor handling of their claim following an accident, under Mrs W’s motor insurance policy. I’ll refer to Mrs W in my decision for ease. What happened Mrs W’s car was damaged in an acci... (3 pages)View decision -
Decision Reference DRN-4524322
10 Jun 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4524322 The complaint Mr A and Mrs B have complained about how Bank of Scotland plc trading as Halifax handled an application they made for a further advance. They say Halifax didn’t make the appeal process clear, and they want compensation and Halifax’s process to be changed. What hap... (3 pages)View decision -
Decision Reference DRN-4493362
10 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4493362 The complaint Mr M on behalf of N complains about the way National Westminster Bank Plc (NatWest) handled payments from N’s business’ account. What happened As Mr M complains on behalf of his business, N, any references to Mr M includes N. Mr M attempted to make payments from N... (3 pages)View decision -
Decision Reference DRN-4842521
10 Jun 2024 Tor Currency Exchange Limited UpheldBanking and PaymentsDRN-4842521 The complaint Mr A is unhappy that Tor Currency Exchange Limited (trading as TorFX) caused delays in sending the US Dollars he’d purchased and with the customer service he received. What happened On 23 June 2022, Mr A agreed a ‘spot contract’ with TorFX. This gave Mr A the opti... (8 pages)View decision -
Decision Reference DRN-4842853
10 Jun 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4842853 The complaint Mr O complained because Advanced Payment Solutions Limited, trading as Cashplus Bank, refused to refund him for transactions which he said he didn’t authorise. What happened On 17 September 2023, seven payments debited Mr O’s Cashplus account. These were to two or... (5 pages)View decision
