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 360264 results
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Decision Reference DRN-4535034
4 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4535034 The complaint Miss B complained that Scottish Widows Limited (Scottish Widows) has introduced a significant delay into the transfer of her pension benefits to a new provider. She is seeking compensation for the financial loss she believes she has suffered. What happened I issue... (4 pages)View decision -
Decision Reference DRN-4593341
4 Mar 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4593341 The complaint Mrs M is unhappy that National Savings and Investments (“NS&I”) automatically reinvested the proceeds of a matured bond into a new bond with different terms. What happened Mrs M held a five-year bond with NS&I that matured in November 2020. The terms of th... (3 pages)View decision -
Decision Reference DRN-4623892
4 Mar 2024 Fairscore Ltd Not upheldConsumer CreditDRN-4623892 Complaint Miss F has complained about a personal loan Fairscore Ltd (trading as “Updraft”) which she says was unfairly lent to her. She says the loan was unaffordable as she already had a high amount of credit and high repayments. Background Updraft provided Miss F with a loan ... (3 pages)View decision -
Decision Reference DRN-4519219
4 Mar 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4519219 The complaint Mr H has complained J D Williams & Company Limited allowed two fraudulent accounts to be opened in his name and is now expecting him to pay the debts related to those accounts. What happened In 2023 Mr H started to receive text messages from J D Williams about... (2 pages)View decision -
Decision Reference DRN-4652766
4 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4652766 The complaint Ms T complains that Revolut Ltd closed her account and returned money paid into her account back to source. She would like the funds returned and compensation for the impact. What happened Ms T had an account with Revolut. Ms T says she used the account to receiv... (4 pages)View decision -
Decision Reference DRN-4619967
4 Mar 2024 Skyfire Insurance Company Limited Not upheldInsuranceDRN-4619967 The complaint Mr S complains about the repudiation of his motor insurance claim by Skyfire Insurance Company Limited. Skyfire are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed agents (the interviewing agent). As Skyfi... (3 pages)View decision -
Decision Reference DRN-4603286
4 Mar 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4603286 The complaint Mr and Mrs F complain that Great Lakes Insurance UK Limited has turned down a catastrophe claim they made on a travel insurance policy. What happened Mr and Mrs F took out a single trip travel insurance policy through a broker to cover a multi- centre trip they’d ... (2 pages)View decision -
Decision Reference DRN-4639682
4 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4639682 The complaint Miss J is unhappy HSBC UK Bank Plc refused to refund all the money she lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam I will not repeat them in full here. In summary, Miss J saw ... (5 pages)View decision -
Decision Reference DRN-4569546
4 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4569546 The complaint Miss N complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss N was provided with three credit cards by NewDay. An Opus credit card in April 2018 with an initial credit limit of £600 which was then increased on three occasions result... (3 pages)View decision -
Decision Reference DRN-4541527
4 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4541527 The complaint Miss R & Mr L complain that Liverpool Victoria Insurance Company (LV) unfairly cancelled their motor insurance policy for providing false information. Mr L (Miss R’s son) is a named driver on Miss R’s policy. I’ll refer to Miss R in my decision for ease. What ... (3 pages)View decision
