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-3518850
13 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3518850 The complaint Mr H complains that Portal Financial Services LLP (Portal) provided unsuitable advice regarding the transfer of: deferred benefits he held in a defined benefits occupational pension scheme (OPS); and two personal pensions into a new personal pension plan. What hap... (8 pages)View decision -
Decision Reference DRN-3539464
13 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3539464 The complaint Mr D complains that NewDay Ltd, trading as Aqua (NewDay) acted irresponsibly in lending to him by increasing his credit card limit several times. What happened Mr D opened a NewDay credit card account in October 2013 with an initial credit limit of £500. His credi... (6 pages)View decision -
Decision Reference DRN-3534235
13 Jun 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3534235 The complaint Mr W complains that a car supplied through a finance agreement with Moneybarn No.1 Limited (“Moneybarn”) was not of satisfactory quality. He says Moneybarn failed to support him with hiring a replacement car and didn’t adequately compensate him. What happened I is... (6 pages)View decision -
Decision Reference DRN-3479017
13 Jun 2022 American International Group UK Limited UpheldInsuranceDRN-3479017 The complaint Miss G complained about the service provided by American International Group UK Ltd (“AIG”) following her mobile phone insurance claim. What happened Miss G had mobile phone and gadget insurance through her joint bank account. Miss G dropped her phone on 23 August... (2 pages)View decision -
Decision Reference DRN-3481305
13 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3481305 The complaint Mr L has complained about the extent of the increase of his premium for a lifetime pet policy underwritten by Aviva Insurance Limited. What happened Mr L bought his policy in November 2018 for his dog. At the renewal in 2020, Mr L noticed his premium had risen fro... (2 pages)View decision -
Decision Reference DRN-3502322
13 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3502322 The complaint Mr H complains that Progressive Money Limited (PML) lent him money on a high cost loan which he was unable to afford to repay. What happened PML provided Mr H with a loan on 22 May 2018 for £10,000, repayable over 48 months at the rate of £410 a month. Mr H compla... (4 pages)View decision -
Decision Reference DRN-3257940
13 Jun 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3257940 The complaint Mr B’s complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a claim under the legal expenses section of his home insurance policy. What happened Mr B made a claim under his policy in October 2019 for cover in relation to proceedings agains... (9 pages)View decision -
Decision Reference DRN-3501391
13 Jun 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3501391 The complaint Ms R complains that Barclays Bank UK PLC didn’t act on her instructions to transfer her shares to her. What happened Following the UK’s exit from the EU, Barclays explained it couldn’t continue to offer share dealing services to Ms R as she lives outside of the UK... (3 pages)View decision -
Decision Reference DRN-3519955
13 Jun 2022 Quilter Financial Services Ltd UpheldInsuranceDRN-3519955 The complaint Mr and Mrs S have complained that Quilter Financial Services Ltd mis-sold them a mortgage payment protection insurance (PPI) policy in 2012. Although it was a joint mortgage, the policy was set up just to cover Mr S for accident, sickness and unemployment. What ha... (2 pages)View decision -
Decision Reference DRN-3266239
13 Jun 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3266239 The complaint Miss W has complained about advice she received from Portal Financial Services LLP (Portal) to transfer a defined-benefit occupational pension scheme (OPS) she held with her former employer to a Self-Invested Personal Pension (SIPP). Miss W is being represented by... (14 pages)View decision
