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 364766 results
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Decision Reference DRN-4563663
19 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4563663 The complaint Mr B is complaining about Moneybarn No.1 Limited. He says they shouldn’t have lent to him as the loan was unaffordable. A representative has raised the complaint on Mr B’s behalf but for ease I’ve written as if we’ve dealt directly with Mr B. What happened In Aug... (3 pages)View decision -
Decision Reference DRN-4398214
19 Mar 2024 KIRBY THOMAS & CO (IFA) LTD Not upheldPensions and AnnuitiesDRN-4398214 The complaint Mrs M complains about the suitability of the advice provided by Kirby Thomas & Co (IFA) Ltd (“Kirby Thomas”) to secure a lifetime annuity rather than a fixed term annuity (“FTA”). She also complains that Kirby Thomas failed to advise her regarding the manageme... (8 pages)View decision -
Decision Reference DRN-4640279
19 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4640279 The complaint Mr S complains that NewDay Ltd trading as Aqua was irresponsible in its lending to him. He also says that a default was unfairly applied to his account and NewDay didn’t correctly handle his previous complaints regarding a change of address and access to his accou... (3 pages)View decision -
Decision Reference DRN-4692323
19 Mar 2024 Albert Goodman Financial Planning Limited UpheldInvestmentsDRN-4692323 The complaint Mr H1 and Mr H2, on behalf of the estate of Mrs H, complain about delays that occurred during the surrender of a stocks and shares ISA, which was arranged by Albert Goodman Financial Planning Limited. What happened Mrs H held an ISA and a bond with Transact and Pr... (4 pages)View decision -
Decision Reference DRN-4397961
19 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4397961 The complaint Mr F complains that Santander UK Plc (“Santander”) won’t refund over £27,000 he lost to a cryptocurrency investment scam. 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 rea... (2 pages)View decision -
Decision Reference DRN-4672202
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4672202 The complaint Mr D complains about how Admiral Insurance (Gibraltar) Limited handled the claim he made on his car insurance policy and the market value applied to his car. What happened In September 2023, Mr D’s car was damaged in accident, so he called Admiral to claim on his ... (3 pages)View decision -
Decision Reference DRN-4630198
19 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4630198 The complaint Mr Y complains that Wise Payments Limited won’t refund all the money he lost to an investment recovery scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-4692416
19 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4692416 The complaint Miss S complains Nationwide Building Society unfairly refused to refund her unauthorised transactions on her account. What happened Miss S noted transactions on her Nationwide account that she didn’t recognise. She brought the complaint to our service, and it was ... (3 pages)View decision -
Decision Reference DRN-4689052
19 Mar 2024 Target Servicing Limited Not upheldMortgagesDRN-4689052 The complaint Mrs M complains that Target Servicing Limited failed to remove a charge from her property when it should have done and she’s lost out as a result. What happened Mrs M had a secured loan which was serviced by Target. This was redeemed in March 2022 and Mrs M expect... (3 pages)View decision -
Decision Reference DRN-4605319
19 Mar 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4605319 The complaint Mr S complains about how American Express Services Europe Limited, trading as American Express, dealt with his claims for refunds of his purchases of a bed and some perfume. What happened In February 2022 Mr S ordered a bottle of perfume online, and paid £82 for i... (6 pages)View decision
