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 365917 results
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Decision Reference DRN-5189319
9 Dec 2024 Vitality Health Limited UpheldInsuranceDRN-5189319 The complaint Mr F complains about the premium set by Vitality Health Limited for his private medical insurance policy. What happened Mr F holds a private medical insurance policy with Vitality, which includes ‘optical, dental and audiological’ (‘ODA’) cover. In April 2024,... (5 pages)View decision -
Decision Reference DRN-5159851
9 Dec 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5159851 The complaint Mr G has complained about the amount of tax he’s had to pay since drawing income from his Retirement Account held with St. James’s Place Wealth Management Plc (SJP). He’s also complained about the Early Withdrawal Charges (EWC) incurred when transferring away f... (5 pages)View decision -
Decision Reference DRN-5191777
9 Dec 2024 Saga Services Limited Not upheldInsuranceDRN-5191777 The complaint Miss B and Mr T have complained about a quote for a home insurance policy provided by Saga Services Limited trading as Saga Services (Saga). As Miss B mainly seemed to deal with the quote and complaint, for ease, I will normally only refer to her. What happen... (3 pages)View decision -
Decision Reference DRN-4857209
9 Dec 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4857209 The complaint Mr T complained about the way American Express Services Europe Limited (AESEL) dealt with a claim for a refund for goods he bought using his credit card. What happened Mr T bought goods for around £70 using his AESEL credit card at the end of December 2023. Th... (2 pages)View decision -
Decision Reference DRN-5187785
9 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5187785 The complaint Mr R complains that AXA Insurance UK Plc unfairly declined a claim he made on his buildings insurance policy. Reference to AXA includes its agents. What happened Mr R holds a buildings insurance policy with AXA. After his tenants were evicted from his property,... (3 pages)View decision -
Decision Reference DRN-5135044
9 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5135044 The complaint Mr C complains Barclays Bank UK PLC hasn’t properly traced an account he believes he still holds. He wants it to find the account and pay him the funds plus interest. He’s also unhappy with how it’s treated him. What happened A summary of what happened is belo... (2 pages)View decision -
Decision Reference DRN-5197346
9 Dec 2024 Experian Limited Not upheldConsumer CreditDRN-5197346 The complaint Mr S complains Experian Limited sent him advertising materials when he’d asked them to complete a Data Subject Access Request (DSAR). He was also unhappy at being asked to fill in an online form for his DSAR instead of just processing his email as a request. W... (7 pages)View decision -
Decision Reference DRN-5197212
9 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5197212 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (... (17 pages)View decision -
Decision Reference DRN-5139802
9 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5139802 The complaint Mrs C complains about how Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) handled a claim she made in relation to a transaction on her credit card. Mrs C is being represented in the complaint by her husband. However, for clarity, I’ve only referred t... (6 pages)View decision -
Decision Reference DRN-5197309
9 Dec 2024 Lendable Ltd UpheldBanking and PaymentsDRN-5197309 The complaint Mr F complains Lendable Ltd trading as Zable declined multiple transactions without justification. He’s also unhappy with their customer service, and handling of his complaint. What happened I issued a provisional decision setting out what’d happened, and what... (6 pages)View decision
