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-3276558
10 Jun 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3276558 The complaint and what happened Miss C complains that Starling Bank Limited won’t refund transactions she didn’t make otherwise authorise. The full details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll recap the key points ... (3 pages)View decision -
Decision Reference DRN-3462656
10 Jun 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3462656 The complaint Mrs P complains that an adviser from Axa (subsequently Friends Life and now part of Aviva Life & Pensions UK Limited) failed to take into account that her existing NatWest Life whole of life policy was subject to an inappropriate type of trust, when he advised... (11 pages)View decision -
Decision Reference DRN-3520026
10 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3520026 The complaint Mrs H has complained about her motorhome insurer AXA Insurance UK Plc. More than two years after her vehicle was damaged during a theft some repairs remain outstanding. What happened Thieves attempted (unsuccessfully) to steal Mrs H’s motorhome on 16 March 2020. N... (5 pages)View decision -
Decision Reference DRN-3537579
10 Jun 2022 Zurich Insurance PLC UpheldInsuranceDRN-3537579 The complaint Miss C has complained about her property insurer Zurich Insurance PLC in respect of repairs it completed at her flat following a fire. What happened There was a fire in the kitchen of Miss C’s flat in November 2019, which the fire brigade put out. The entrance to ... (8 pages)View decision -
Decision Reference DRN-3504329
10 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3504329 The complaint Mr P is unhappy with the way his claim on his legal expenses insurance claim was dealt with by Inter Partner Assistance SA (“IPA”). He says he wasn’t given adequate support or advice on the claim and there were long delays. Where I refer to IPA, this includes its ... (14 pages)View decision -
Decision Reference DRN-3312903
10 Jun 2022 Paysafe Financial Services Limited UpheldBanking and PaymentsDRN-3312903 The complaint Mr S complains Paysafe Financial Services Limited (“Paysafe”), trading as Neteller, unfairly charged fees on his account and then closed it. What happened Mr S opened his Paysafe account in 2018 and credited his account. After January 2019 no further credits were ... (3 pages)View decision -
Decision Reference DRN-3519149
10 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3519149 The complaint Mr N complains that HSBC UK Bank Plc (HSBC) won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all here. Instead, I’ll summarise the key points and focus ... (3 pages)View decision -
Decision Reference DRN-3074523
10 Jun 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3074523 The complaint Mr A complains about the advice given by Better Retirement Group Ltd (BRG) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme alongside other pension funds to a self-invested personal pension (‘SIPP’). It was invested with a discr... (7 pages)View decision -
Decision Reference DRN-3519723
10 Jun 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3519723 The complaint Mr E complains that J D Williams & Company Limited lent to him irresponsibly. He says the lending was unaffordable for him. What happened started in 2004. The third account was opened in 2008 and a fourth in November 2014. Mr E says that J D Williams shouldn’t... (4 pages)View decision -
Decision Reference DRN-3537180
10 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3537180 The complaint Miss S complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved a credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision.... (3 pages)View decision
