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-4654163
29 Feb 2024 Corporate Solutions (NI) Ltd UpheldPensions and AnnuitiesDRN-4654163 The complaint Mr L complained that he was given unsuitable advice to transfer his defined benefit (DB) occupational pension scheme, to a type of personal pension plan. Corporate Solutions (NI) Ltd is responsible for answering this complaint and so to keep things consistent, I’l... (9 pages)View decision -
Decision Reference DRN-4046165
29 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4046165 The complaint Mr C complains that Santander UK Plc didn’t do enough to protect him when he fell victim to a crypto investment scam. What happened In June 2021, Mr C came across an advert for a crypto investment broker (which I’ll refer to as the “broker”) on a social media pla... (6 pages)View decision -
Decision Reference DRN-4616718
29 Feb 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4616718 The complaint Mr H complains that Loans 2 Go Limited was irresponsible in its lending to him. Mr H is represented by a third party but for ease of reference I have referred to Mr H throughout this decision. What happened Mr H was provided with two loans by Loans 2 Go, one in Ma... (3 pages)View decision -
Decision Reference DRN-4414806
29 Feb 2024 PaySend PLC Not upheldBanking and PaymentsDRN-4414806 The complaint Mr S complains that PaySend PLC (PaySend) took too long to make a payment. What happened On 6 April 2023, at around 00.36, Mr S asked PaySend to make a payment of £13,000 to his mother who’s based outside the UK. After checks, the payment was sent at 21.09 on 7 Ap... (4 pages)View decision -
Decision Reference DRN-4555708
29 Feb 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4555708 The complaint Mrs M complains that Vanquis Bank Limited was irresponsible to lend to her. What happened Mrs M was approved for a credit card with Vanquis in November 2018. This was followed by four credit limit increases as follows: Date Credit Limit Initial Limit 6 Nov 2018 £1... (3 pages)View decision -
Decision Reference DRN-4618073
29 Feb 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4618073 The complaint Mr S complains that he received no refund from Adrian Flux Insurance Services Group (“Adrian Flux”) after his policy was cancelled by the insurer. What happened Mr S’ policy was cancelled by his insurer. Following this, Adrian Flux, being the broker, carried out c... (3 pages)View decision -
Decision Reference DRN-4517761
29 Feb 2024 ReAssure Limited Not upheldInvestmentsDRN-4517761 The complaint Mr B complains that ReAssure Limited mis-sold him a maximum investment plan (“MIP”). He says the plan wasn’t affordable, was too risky for him, and that he didn’t require life cover. The investment advice was provided by a financial business trading under a differ... (3 pages)View decision -
Decision Reference DRN-4525772
29 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4525772 The complaint Mrs S complains that Santander UK Plc failed to notify her that it considered one of her direct debits to have expired, costing her the benefits of its 123 Account for seven months. What happened Mrs S said Santander emailed her on 14 September 2023 to say her 123... (3 pages)View decision -
Decision Reference DRN-4606251
29 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4606251 The complaint Mr V complains Covea Insurance plc proportionately settled a claim made on his motor insurance policy. Miss K was the named driver on Mr V’s policy and brings this complaint with Mr V. She has also made representations on his behalf. However, as the policy was in ... (3 pages)View decision -
Decision Reference DRN-4619181
29 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4619181 The complaint Mr S complains that U K Insurance Limited (UKI) has turned down a travel disruption claim he made on a travel insurance policy. What happened Mr S holds travel insurance as a benefit of a packaged account with his building society. In April 2023, Mr S was abroad w... (3 pages)View decision
