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 352408 results
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Decision Reference DRN-4651614
7 Mar 2024 First Complete Ltd Not upheldInsuranceDRN-4651614 The complaint Ms F has complained that First Complete Ltd trading as PRIMIS Mortgage Network mis-sold her a life insurance policy. What happened The background to this matter is well known to the parties. In summary Ms F spoke to an adviser for whom PRIMIS takes responsibility ... (2 pages)View decision -
Decision Reference DRN-4610778
7 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4610778 The complaint Mr F is unhappy with the way Inter Partner Assistance SA (IPA) handled his boiler claim under his home emergency policy. He’d like IPA to contribute substantially to the cost of his new boiler. What happened Mr F had home emergency cover as a benefit of his bank a... (3 pages)View decision -
Decision Reference DRN-3745994
7 Mar 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3745994 The complaint Mr P complains that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions UK LLP) failed to conduct adequate due diligence on both his adviser and selected investment when it accepted his application to open a self-invested personal pension (‘SIPP’... (21 pages)View decision -
Decision Reference DRN-4492983
7 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4492983 The complaint Miss H complains that MBNA Limited has failed to offer her support or agree a payment plan when she experienced financial difficulties and was struggling to clear a credit card balance. What happened Miss H opened a credit card account with MBNA in 2018. Miss H sa... (4 pages)View decision -
Decision Reference DRN-4280325
7 Mar 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4280325 The complaint Miss C complains that Zopa Bank Limited incorrectly sent her personal information to a third- party. What happened In March 2023, Miss C says she went to purchase a car at a dealership. The dealership did a finance check for her using Zopa as the lender. Miss C sa... (3 pages)View decision -
Decision Reference DRN-4623535
7 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4623535 The complaint Mr B complains The Royal Bank of Scotland Plc (RBS) have prevented him accessing his current account, and the funds held within it, for several years. What happened Mr B held a current account with RBS. Over several years he says he’s encountered problems accessin... (3 pages)View decision -
Decision Reference DRN-4542566
7 Mar 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4542566 The complaint Mr D complains about the quality of a car he acquired under a Conditional Sale Agreement with Santander Consumer (UK) Plc (Santander). When I refer to what Mr D has said and what Santander have said, it should also be taken to include things said on their behalf. ... (6 pages)View decision -
Decision Reference DRN-4426973
7 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4426973 The complaint Mr H complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both par... (7 pages)View decision -
Decision Reference DRN-4589106
7 Mar 2024 Truly Independent Limited Not upheldInvestmentsDRN-4589106 The complaint Mr C complains about advice he received from Truly Independent Limited (TIL) to transfer his ISA portfolio onto a new a platform and also subsequent advice he received to invest further funds into a unit trust. He says he wasn’t in a physical or mental state to ma... (4 pages)View decision -
Decision Reference DRN-4669191
7 Mar 2024 Elavon Financial Services Designated Activity Company UpheldBanking and PaymentsDRN-4669191 The complaint A company which I’ll call ‘H’ complains that Elavon Financial Services Designated Activity Company caused them a financial loss when they were unable to take certain card payments for several weeks. The complaint is brought on H’s behalf by one of their directors,... (4 pages)View decision
