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 362195 results
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Decision Reference DRN-4979923
21 Nov 2024 Legal & General (Portfolio Management Services) Ltd UpheldPensions and AnnuitiesDRN-4979923 The complaint Mr K has complained about the way that Legal & General (Portfolio Management Services) Ltd handled the transfer of his pension. He considers it caused delays, and this resulted in him suffering a financial loss. He also complains that it provided poor custo... (6 pages)View decision -
Decision Reference DRN-5049475
21 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5049475 The complaint Miss P complains about the quality of a car she has been financing through an agreement with Zopa Bank Limited (‘Zopa’). What happened Miss P took receipt of a used car in January 2023. She financed the deal through a hire purchase agreement with Zopa. At the p... (3 pages)View decision -
Decision Reference DRN-5096704
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5096704 The complaint Mr P complains about AXA Insurance UK Plc’s decision to decline a claim for storm damage to his roof, and about their handling of that claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here... (4 pages)View decision -
Decision Reference DRN-5142300
21 Nov 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-5142300 The complaint Mr E has complained, via complaints management company (CMC), that Bank of Scotland plc trading as Halifax acted irresponsibly when it approved him for a £8,200 finance agreement in September 2018. Background Mr E applied for a motor finance agreement with Hali... (3 pages)View decision -
Decision Reference DRN-4673739
21 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4673739 The complaint Mr P complains Bank of Scotland plc provided him with poor service in relation to his Halifax accounts. Mr P says the closure of his accounts was unfair and the comments about his behaviour in branch are false accusations. What happened Mr P held three account... (3 pages)View decision -
Decision Reference DRN-5117641
21 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5117641 The complaint Ms G complains that Volkswagen Financial Services (UK) Limited (VFS) didn’t sufficiently check before they agreed to lend to her. In bringing her complaint Ms G is represented by a third party. For ease of reading I will only refer to Ms G in my decision. What ... (3 pages)View decision -
Decision Reference DRN-4976685
21 Nov 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4976685 The complaint Mr R’s complaint against Kensington Mortgage Company Limited is that it refuses to remove a CIFAS marker it placed against him. Mr R has been represented by a third party in bringing this complaint. I will only refer to Mr R in this decision, and any reference ... (3 pages)View decision -
Decision Reference DRN-5011592
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5011592 The complaint Mr W complains that AXA Insurance UK Plc unfairly increased his motor insurance premium when he changed address. Mr W is represented in this matter by his wife, Mrs W. I’ll refer to both in my decision. What happened Mr W had an AXA car insurance policy. In Apr... (2 pages)View decision -
Decision Reference DRN-5161540
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5161540 The complaint Miss G, acting on behalf of Mr G, complains that National Westminster Bank Plc (NatWest) will not refund the money lost from Mr G’s account when Miss G was the victim of a scam. Miss G has third party access to Mr G’s account, and as the circumstances of this ... (5 pages)View decision -
Decision Reference DRN-5063546
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5063546 The complaint Miss G complains that Revolut Ltd will not refund the money she lost when she was the victim of a scam. What happened In December 2023 Miss G was contacted by someone claiming to be from another bank, N, where she and her parents held significant savings. They... (4 pages)View decision
