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 342371 results
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Decision Reference DRN-4887295
5 Jul 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4887295 The complaint Mr B says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr B took out three instalment loans from 118 118 Money and later complained it would have known they were unaffordable had it checked his situation properly. 118 1... (3 pages)View decision -
Decision Reference DRN-4655503
5 Jul 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4655503 The complaint Mr B has complained that Admiral Insurance (Gibraltar) Limited changed his policy from a telematics policy and didn’t properly act on information he gave it. This resulted in Mr B owing a much higher premium and led to the cancellation of his car insurance policy.... (4 pages)View decision -
Decision Reference DRN-4782591
5 Jul 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4782591 The complaint Mr O complains about the advice given by Pi Financial Ltd (Pi) 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 caused a financial loss. What... (9 pages)View decision -
Decision Reference DRN-4762137
5 Jul 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4762137 The complaint Ms B complains Hargreaves Lansdown Asset Management Limited (HL) failed to communicate the extent of the underperformance of a fund she was invested in through her ISA. She says it continued to promote the fund and she only realised the true position of the proble... (8 pages)View decision -
Decision Reference DRN-4767379
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767379 The complaint Mr L is unhappy with the service he received from Barclays Bank UK PLC when trying to access their online banking app. What happened Mr L tried to register for Barclays online banking app but received an error code and was unable to access the app. Mr L contacted ... (2 pages)View decision -
Decision Reference DRN-4616266
5 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4616266 The complaint Mrs W and the estate of Mr W complain that HSBC UK Bank Plc (“HSBC”) didn’t protect them from losing money paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everyth... (5 pages)View decision -
Decision Reference DRN-4891194
5 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4891194 The complaint The Estate of Mr L (Mr L) complains about Aviva Insurance Limited (Aviva), concerning the time taken to repair a mains water leak at his property under his home emergency policy. References to Aviva in this decision include agents who provide services under the po... (4 pages)View decision -
Decision Reference DRN-4621589
5 Jul 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4621589 The complaint Mr L complains that eToro (UK) Ltd allowed a fraudster to access his contracts for difference (CFD) trading account and then withdraw monies to which they weren’t entitled. Mr L would now like eToro to refund the c$1,400, which the fraudsters withdrew along with r... (4 pages)View decision -
Decision Reference DRN-4865282
5 Jul 2024 TSB Bank plc Not upheldConsumer CreditDRN-4865282 The complaint Miss S complains that TSB Bank plc defaulted her personal loan and recorded the default on her credit file. What happened On 12 March 2021 Miss S entered into a loan agreement with TSB. On her application Miss S stated that the loan was for the purchase of a vehic... (3 pages)View decision -
Decision Reference DRN-4855089
5 Jul 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4855089 The complaint Mr A complains that St James’s Place Wealth Management Plc (SJP) gave him an unsuitable recommendation to replace his existing personal pensions with its own pension plan. What happened In July 2014 SJP completed a fact-finding exercise to gather details about Mr ... (12 pages)View decision