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-4534092
29 Jan 2024 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4534092 The complaint Mr S complains that Lighthouse Advisory Services Limited (‘Lighthouse’) gave him unsuitable advice to transfer the benefits from his defined benefit (DB) occupational pension scheme to a personal pension but has not provided appropriate redress. Professional repre... (6 pages)View decision -
Decision Reference DRN-4559159
29 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4559159 The complaint Ms H has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In 2020, Ms H saw an investment advert on social media. She provided her details and was contacted by a scammer posing ... (2 pages)View decision -
Decision Reference DRN-4540534
29 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4540534 The complaint Mr L is unhappy that Barclays Bank UK PLC won’t refund money he lost as part of a cryptocurrency scam. What happened Mr L wanted to send money to a cryptocurrency platform. Because the payment didn’t go through with one of his bank accounts, he sent the money to ... (2 pages)View decision -
Decision Reference DRN-4583106
29 Jan 2024 FUND OURSELVES LIMITED UpheldConsumer CreditDRN-4583106 The complaint Mr H complains that Fund Ourselves Limited trading as Fund Ourselves irresponsibly granted him access to unsecured loans. What happened I issued a provisional decision on this complaint where I set out the background to this complaint. For completeness, I’ve copie... (3 pages)View decision -
Decision Reference DRN-4393709
29 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4393709 The complaint Mr T complains that National Westminster Bank Plc hasn’t provided him with the service it should have. What happened Mr T moved away from the UK and kept his NatWest bank account. He says his preferences were set to receive correspondence by post and that the post... (3 pages)View decision -
Decision Reference DRN-4543714
29 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4543714 The complaint Miss R complains Covea Insurance plc (Covea) did not handle or settle her claim on her motor insurance policy fairly. Covea are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Covea have accepte... (3 pages)View decision -
Decision Reference DRN-4430927
29 Jan 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4430927 The complaint Ms H complains that Vanquis Bank Limited (“Vanquis”) reported a “Q” marker to the credit reference agencies when she raised a dispute about a transaction she didn’t recognise. The dispute was resolved in Ms H’s favour, but the Q marker is still showing on her cred... (2 pages)View decision -
Decision Reference DRN-4568890
29 Jan 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4568890 The complaint Mrs W and Mr W complain about the price charged by AXA Insurance UK Plc (“AXA”) to renew their home insurance policy. Mr W has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or comments ... (3 pages)View decision -
Decision Reference DRN-4522763
29 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4522763 The complaint Mr C complains that NewDay Ltd (NewDay) rejected his most recent credit card application, without explaining why. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reason... (2 pages)View decision -
Decision Reference DRN-4280119
29 Jan 2024 Pepper (UK) Limited UpheldMortgagesDRN-4280119 The complaint Mr E complains that Pepper (UK) Limited trading as Pepper Money told him his mortgage had been permanently converted to interest only terms, but then went back on that. What happened Mr E has a mortgage with Pepper Money. In 2018 he borrowed around £274,000 on rep... (8 pages)View decision
