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 363152 results
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Decision Reference DRN-4521174
16 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4521174 The complaint Miss S complains that Advantage Insurance Company Limited (Advantage) didn’t properly investigate a claim under her motor insurance policy and accepted liability on her behalf without her knowledge. She’s also unhappy with the overall service Advantage provided du... (3 pages)View decision -
Decision Reference DRN-4421633
16 Feb 2024 MoneyGram International Limited UpheldBanking and PaymentsDRN-4421633 The complaint Mr E complains MoneyGram International Limited (“MoneyGram”) closed his money remittance account without explanation nor notice. What happened Money Gram blocked Mr E’s money remittance account shortly after he’d sent a payment to an acquittance overseas. Mr E say... (2 pages)View decision -
Decision Reference DRN-4521006
16 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4521006 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) failed to refund a transaction he didn’t recognise. What happened What Mr M says Mr M reported a transaction to Barclays that he didn’t recognise. This payment, made to a money transfer merchant who I’ll refer ... (4 pages)View decision -
Decision Reference DRN-4591303
16 Feb 2024 Premier Independent Investments UK Ltd UpheldPensions and AnnuitiesDRN-4591303 The complaint Mr J complains about the advice given by Premier Independent Investments UK Ltd (Premier) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has ca... (7 pages)View decision -
Decision Reference DRN-4627209
16 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4627209 The complaint Mrs P, complains that Tesco Personal Finance PLC (“Tesco”) irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Mrs P entered into an agreement with Tesco to have access to credit with a credit card account. The account was open... (4 pages)View decision -
Decision Reference DRN-4610792
16 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4610792 The complaint Mr E complains about the amount U K Insurance Limited trading as Churchill Insurance (UKI) paid him following a claim on his motor insurance policy. Reference to UKI includes its agents. What happened Mr E holds a motor insurance policy with UKI. When his car was ... (3 pages)View decision -
Decision Reference DRN-4610740
16 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4610740 The complaint Mr and Mrs T’s thought their claim for a lost ring was unfairly declined under their home contents policy with Lloyds Bank General Insurance Limited (“Lloyds”). What happened Mr and Mrs T made a claim when Mrs T lost her ring outside of the home. Lloyds decided to... (2 pages)View decision -
Decision Reference DRN-4499845
16 Feb 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4499845 The complaint Mr S complains that faults on eToro (UK) Ltd’s trading platform have caused him a financial loss. He says the platform is not equipped to handle spikes and dips in prices, which is causing him losses when attempting to invest in instruments using its services. Wha... (3 pages)View decision -
Decision Reference DRN-4365879
16 Feb 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4365879 The complaint Mr M is unhappy with Phoenix Life Ltd, believing they’ve deducted too much tax on a pension shortfall payment made to him, following their earlier mistake in transferring an incorrect sum to a new pension provider. What happened Mr M had a pension policy with Phoe... (5 pages)View decision -
Decision Reference DRN-4598248
16 Feb 2024 Experian Limited UpheldConsumer CreditDRN-4598248 The complaint Miss E complains about Experian Limited reporting an incorrect address on her credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In August 2023 Miss E reviewed her credit file wit... (3 pages)View decision
