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 366874 results
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Decision Reference DRN-4588754
22 Mar 2024 AJ Bell Asset Management Limited UpheldInvestmentsDRN-4588754 The complaint Mr H complains that A J Bell Share Dealing Limited (‘A J Bell’) delayed the transfer of his stocks and shares ISA. He wants A J Bell to compensate him for financial loss and distress and inconvenience. What happened Mr H had a stocks and shares ISA. On 21 March 20... (7 pages)View decision -
Decision Reference DRN-4691518
22 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4691518 Complaint Mr W complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In April 2019, Black Horse prov... (3 pages)View decision -
Decision Reference DRN-4701404
22 Mar 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4701404 The complaint Mr H complains as a director of G, a company, that PayPal (Europe) Sarl et Cie SCA unfairly blocked or reversed payments made in respect of G What happened Mr H had previously complained that PayPal had blocked or reversed a number of payments made in respect of G... (3 pages)View decision -
Decision Reference DRN-4701947
22 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4701947 The complaint The fixed rate on Mr H and Mrs A’s mortgage with HSBC UK Bank Plc ended on 31 December 2022. They complain HSBC said they could only refix their mortgage in October 2022, then didn’t say the policy changed, so they missed a September fix at a better rate. What hap... (5 pages)View decision -
Decision Reference DRN-4477624
22 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4477624 The complaint Mr H lost over £100,000 from accounts with two of his banking providers to an investment scam. He complains that Starling Bank Limited won’t refund £6,000 he sent from his Starling account to the scam. The details of this complaint are well known to both parties, ... (2 pages)View decision -
Decision Reference DRN-4534826
22 Mar 2024 Society of Lloyd's Not upheldInsuranceDRN-4534826 The complaint A limited company, that I will refer to as N, complains about the handling and settlement of its commercial motor insurance claim by Society of Lloyd's. What happened The following is intended only as a brief summary of events. References to Lloyds includes S... (3 pages)View decision -
Decision Reference DRN-4700934
22 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4700934 The complaint Ms L has complained that Sun Life Assurance Company of Canada (U.K.) Limited undertook insufficient due diligence checks and failed to give appropriate warnings to her - before transferring her personal pensions to a Small Self-Administered Scheme (SSAS) invested ... (24 pages)View decision -
Decision Reference DRN-4586280
22 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4586280 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) irresponsibly provided him with three unaffordable credit cards. Mr M has also complained about Virgin Money’s actions when dealing with the accounts while he’s been in financial difficultie... (6 pages)View decision -
Decision Reference DRN-4664771
22 Mar 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4664771 The complaint Mr B has complained that Western Circle Ltd trading as Quick Loans Express (“Quick Loans”) didn’t carry out sufficient affordability checks before it granted a loan to him. Mr B wants the interest refunded and he wants the loan record removed from his credit file ... (4 pages)View decision -
Decision Reference DRN-4702135
22 Mar 2024 Kerland Pitman Ltd Not upheldInsuranceDRN-4702135 The complaint Mr and Mrs A have complained about the life assurance policies they took out through Kerland Pitman Ltd (‘Kerland Pitman’) when taking out a new interest only mortgage. What happened In 2005 Mr and Mrs A took out an interest only mortgage. Mr and Mrs A were inform... (4 pages)View decision
