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 118878 results
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Decision Reference DRN-3442869
15 Jun 2022 Society of Lloyd's UpheldInsuranceDRN-3442869 The complaint Mr C is unhappy that Society of Lloyd’s (Lloyd’s) reduced the benefits available under his income protection policy and increased the premiums. What happened Mr C took out an income protection policy several years ago. The policy he took out renewed annually. In O... (7 pages)View decision -
Decision Reference DRN-3502618
15 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3502618 The complaint Miss B complains that Creation Consumer Finance Ltd had recorded loans in her name that she says were taken out fraudulently. What happened Miss B contacted Creation about the loans. She said that these were taken out in 2018 by a family member without her knowled... (2 pages)View decision -
Decision Reference DRN-3432106
15 Jun 2022 Legal and General Assurance Society Limited UpheldInsuranceDRN-3432106 The complaint Ms K complains about the decision by Legal and General Assurance Society Limited (‘L&G’) to terminate her income protection claim. What happened Ms K is covered by her employer’s group income protection scheme, the aim of which is to pay benefit in the event s... (3 pages)View decision -
Decision Reference DRN-3395285
15 Jun 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3395285 The complaint Mrs N complains Sainsbury’s Bank Plc won’t reimburse funds she lost when she fell victim to a scam. What happened Mrs N was looking for an investment opportunity online. She was cold called by a trading business called 10 Trading, with an investment opportunity. S... (4 pages)View decision -
Decision Reference DRN-3496167
15 Jun 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3496167 The complaint Mr G has complained about the way Markerstudy Insurance Company Limited have handled his claim under his motor insurance policy and what they’ve paid in settlement of it. What happened Mr G’s campervan was damaged in an accident on 13 September 2021. He contacted ... (4 pages)View decision -
Decision Reference DRN-3479401
15 Jun 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3479401 The complaint Mr S complains that Capital One (Europe) plc (‘Capital One’) irresponsibly gave him two credit card facilities that he couldn’t afford. What happened In April 2016, Mr S applied for an Mastercard credit card account with Capital One. He was given an initial credit... (3 pages)View decision -
Decision Reference DRN-3284691
14 Jun 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3284691 The complaint Mr M has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to invest in a Cape Verde hotel development of The Resort Group (TRG) and a discretionary managed por... (14 pages)View decision -
Decision Reference DRN-3513938
14 Jun 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3513938 Complaint Ms P is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do more to protect her from fraud. Background Between 2012 and 2019, Ms P lost significant sums of money from her accounts with Halifax because they were under the illicit control of her e... (3 pages)View decision -
Decision Reference DRN-3119814
14 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3119814 The complaint Mr G complains that Barclays Bank UK PLC (‘Barclays’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail here. But in summary, in Mr G’s accoun... (3 pages)View decision -
Decision Reference DRN-3537702
14 Jun 2022 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3537702 The complaint Miss O complains about delays Vanguard Asset Management Ltd caused while dealing with her stocks and shares ISA transfer causing her a financial loss. What happened Miss O says she submitted an ISA transfer form to her previous ISA provider in October 2020. She sa... (2 pages)View decision
