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-3674151
28 Jan 2024 Mercer Limited Not upheldInvestmentsDRN-3674151 The complaint Mrs S complains Mercer Limited (“Mercer”) traded her pension investments excessively. Mrs S is assisted in her complaint by a representative. For simplicity I refer below to Mrs S when referring to things said or done by Mrs S or by her representative on her behal... (4 pages)View decision -
Decision Reference DRN-4415597
28 Jan 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4415597 The complaint Mr K complains that Jaja Finance Ltd (“Jaja”) closed his credit card account without giving him the two months written notice stipulated in the terms and conditions. He’s also unhappy that Jaja didn’t acknowledge his complaint within its stated timescales and didn... (2 pages)View decision -
Decision Reference DRN-4339957
28 Jan 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4339957 The complaint Mr D and Ms R are complaining about the way AXA Insurance UK Plc have handled a claim they made on a commercial property insurance policy. Mr D has represented both him and Ms R throughout this claim and complaint. What happened Mr D and Ms R own a leasehold for a... (5 pages)View decision -
Decision Reference DRN-4576730
28 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4576730 The complaint Mr and Ms T complain that Barclays Bank UK PLC (“Barclays”) won’t refund payments of over £12,000 made from their account in January 2023 that they say were unauthorised. Mr and Ms T hold a joint account with Barclays, but for ease of reference, I will refer mainl... (4 pages)View decision -
Decision Reference DRN-4411740
28 Jan 2024 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-4411740 The complaint Mr T complains that Jaja Finance Ltd (“Jaja”) opened a credit facility for him without his permission after telling him that it had terminated his account. He says he no longer wants a credit facility but hasn’t been able to close the account because it has a posi... (3 pages)View decision -
Decision Reference DRN-4341980
28 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4341980 The complaint Miss A complains about how QIC Europe Ltd (“QIC”) dealt with a claim she made on her buildings insurance policy following a burst pipe at her home. QIC is the underwriter of this policy, i.e. the insurer. Part of this complaint concer... (5 pages)View decision -
Decision Reference DRN-3891022
28 Jan 2024 Acumen Independent Financial Planning Limited UpheldPensions and AnnuitiesDRN-3891022 The complaint Mr M complains about the suitability of the advice provided by Acumen Independent Financial Planning Limited (“Acumen”) in January 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”... (8 pages)View decision -
Decision Reference DRN-4420027
28 Jan 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4420027 The complaint Mr J complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2017. He says the advice was unsuitable for him and believes this has caused a financial l... (4 pages)View decision -
Decision Reference DRN-4567048
28 Jan 2024 Elderbridge Limited Not upheldMortgagesDRN-4567048 The complaint Mr G and Mrs L complain that the balance on their loan is too high and that Elderbridge Limited (Elderbridge) has treated them unfairly. What happened Mr G and Mrs L took out a loan with another lender in 2007. The initial borrowing was for £15,000 over a term of ... (4 pages)View decision -
Decision Reference DRN-4466465
28 Jan 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4466465 The complaint Mr P complains that Advantage Insurance Company Limited (Advantage) unfairly declined to cover the loss of his car due to theft, and delayed refunding his premium, under his motor insurance policy. What happened Mr P bought a car, which he insured with Advantage. ... (2 pages)View decision
