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-4651690
28 Feb 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4651690 The complaint Mr T complains that American Express Services Europe Limited (AESEL) (Amex) unfairly closed his credit card account without providing a proper explanation. He wants AESEL to reopen his account and give him the reasons it closed his account. What happened The detai... (4 pages)View decision -
Decision Reference DRN-4565664
28 Feb 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4565664 The complaint Ms C complains that Barclays Bank UK PLC set up a direct debit to come out of the same account as her loan was paid into. Ms C says she wasn’t asked which account she wanted the direct debit to be set up on. What happened In October 2022 Ms C took out a loan with ... (2 pages)View decision -
Decision Reference DRN-4651722
28 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4651722 The complaint Miss T’s representative complains on her behalf that Liverpool Victoria Insurance Company Limited (LV) left her uninsured after it recorded incorrect details of her car on her motor insurance policy. References to Miss T, or her representative, will include the ot... (2 pages)View decision -
Decision Reference DRN-4574577
28 Feb 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4574577 The complaint Miss P complains about her broker Atlanta Insurance Intermediaries Limited trading as Be Wiser (Atlanta). Miss P is unhappy at having to pay a full annual premium for a motor insurance policy Atlanta said she should cancel. References to Atlanta in this decision i... (4 pages)View decision -
Decision Reference DRN-4256407
28 Feb 2024 Paysafe Financial Services Limited Not upheldBanking and PaymentsDRN-4256407 The complaint Mrs B complains that Paysafe Financial Services Limited (trading as Neteller) unreasonably blocked her account and withheld the funds from her. She’d like the funds released. What happened In March 2022 Mrs B opened an account with Neteller and deposited funds int... (2 pages)View decision -
Decision Reference DRN-4595883
28 Feb 2024 Elmfield Financial Planning Limited UpheldPensions and AnnuitiesDRN-4595883 The complaint Mr B complains that Elmfield Financial Planning Limited (Elmfield) unfairly charged him an initial fee of £5,168, despite him taking no business forward with it. He says that the fee was neither transparent nor clearly explained. What happened Mr B had a pension w... (7 pages)View decision -
Decision Reference DRN-4650253
28 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4650253 The complaint Mr S complains that Red Sands Insurance Company (Europe) Limited added an exclusion to his pet insurance policy and relied on that exclusion to reject a claim. What happened Mr S bought his pet insurance policy online. The policy started on 29 December 2020 and re... (3 pages)View decision -
Decision Reference DRN-4524592
28 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4524592 The complaint Mrs D complains Wise Payments Limited (“Wise”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs D had an account with Wise – which was opened on 11 October 2022 and deactivated on 13 October 2022 – and accounts with two other busin... (2 pages)View decision -
Decision Reference DRN-4597896
28 Feb 2024 LCC Trans-Sending Limited Not upheldBanking and PaymentsDRN-4597896 The complaint Mr S complains that LCC Trans-Sending Limited trading as Small World Financial Services (“SWFS”) sent a payment he instructed to the wrong account. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In ... (2 pages)View decision -
Decision Reference DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision
