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 365360 results
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Decision Reference DRN-4676075
9 Apr 2024 St James's Place UK plc UpheldPensions and AnnuitiesDRN-4676075 The complaint Mrs C complains that St James’s Place UK plc (“SJP”) caused delays when she claimed her late husband’s pension and she’s suffered loss as a result. What happened Mrs C’s husband passed away in 2022. He had a pension drawdown account with SJP and he’d been making a... (6 pages)View decision -
Decision Reference DRN-4560879
9 Apr 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4560879 The complaint Mr W complains Creation Consumer Finance Ltd trading as Creation.Co.Uk have reported negative information on his credit file for his personal loan incorrectly. What happened In December 2021 Mr W took out a loan for around £2,400 to be repaid in monthly instalment... (3 pages)View decision -
Decision Reference DRN-4617945
9 Apr 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4617945 The complaint The estate of Mr S complains about the way Astrenska Insurance Limited handled a medical assistance claim Mr S’ family made on a travel insurance policy. Mr S’ estate is represented by Miss S and Mr B. All references to Astrenska include the actions of the agents ... (4 pages)View decision -
Decision Reference DRN-4717619
9 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4717619 The complaint Mr R complains Barclays Bank UK PLC trading as Barclaycard have prevented his secondary credit card holder from earning points when shopping online. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copi... (3 pages)View decision -
Decision Reference DRN-4720529
9 Apr 2024 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-4720529 The complaint Mrs B complains about John Lewis Financial Services Limited’s actions when she asked for a payment plan to repay her credit card. Miss B – Mrs B’s daughter – has supported Mrs B in bringing this complaint, so I’ll also refer to her in this decision. What happened ... (6 pages)View decision -
Decision Reference DRN-4328317
9 Apr 2024 IG Markets Limited Not upheldInvestmentsDRN-4328317 The complaint Mr M complained about IG Markets Limited trading as IG. He said IG made mistakes in a series of trades, resulting in him taking unnatural and unaffordable risks thereafter. He said this placed him in further debt and IG are responsible for this. He said he would l... (4 pages)View decision -
Decision Reference DRN-4478518
9 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4478518 The complaint Mr W complains that Revolut Ltd (“Revolut”) won’t refund over £49,000 he lost to an investment scam in March 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons fo... (2 pages)View decision -
Decision Reference DRN-4705149
9 Apr 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4705149 The complaint Mrs K complains that Hargreaves Lansdown Asset Management Limited (‘HL’) acted unreasonably by failing to provide on-line access to information on an account investment account she held in joint names with her husband. Mrs K also complained that HL delayed sending... (4 pages)View decision -
Decision Reference DRN-3991379
9 Apr 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-3991379 The complaint Mr H complains that eToro (UK) Ltd didn’t give him the additional shares he was entitled to when one of the holdings in his account was subject to a stock dividend. He says eToro adjusted his holding but didn’t give him the new shares and won’t allow him to transf... (2 pages)View decision -
Decision Reference DRN-4730415
9 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4730415 The complaint Mr F complains National Westminster Bank Plc (NatWest) have unfairly charged him overdraft fees during a period of financial difficulties. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the rel... (4 pages)View decision
