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 361839 results
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Decision Reference DRN-5059065
11 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5059065 The complaint Mrs R has complained that the lump sum payment she received from her Aviva Life & Pensions UK Limited pension plan was less than she’d previously been told it would be. What happened Mrs R held a personal pension plan with Aviva Life & Pensions UK Limi... (4 pages)View decision -
Decision Reference DRN-4455998
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4455998 The complaint Ms T complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into her self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN-5015221
11 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5015221 The complaint Ms K has complained that AXA Insurance UK Plc trading as Swiftcover (AXA) unfairly declined a claim under a home insurance policy. What happened Ms K contacted AXA to make a claim when the curtain pole came down when she drew the curtains. AXA considered the c... (2 pages)View decision -
Decision Reference DRN-5204831
11 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5204831 The complaint Mr and Mrs S complain that Santander UK Plc unfairly refused to switch their mortgage onto interest only terms when they were unable to afford monthly payments on a capital repayment basis. Mr S has dealt with the complaint. Since Mr and Mrs S brought their com... (5 pages)View decision -
Decision Reference DRN-5017940
11 Dec 2024 C I B B Financial Services LLP UpheldMortgagesDRN-5017940 The complaint Mr M and Mrs R complain about how C I B B Financial Services LLP (trading as Mortgage First) handled their application for an interest rate switch on their mortgage. What happened In 2019 Mr M and Mrs R used Mortgage First to help source them a mortgage with a... (6 pages)View decision -
Decision Reference DRN-5199789
11 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5199789 The complaint Mr K complains about the quality of a car he acquired from BMW Financial Services (GB) Limited trading as Mini Financial Services (‘Mini FS’). He says that the car has had a series of errors and needed significant repair work that hasn’t been completed. He woul... (4 pages)View decision -
Decision Reference DRN-5084967
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5084967 The complaint Mr G complains that Lloyds Bank PLC rejected his chargeback claim. What happened Mr G purchased an item for £1,499.99 from an online marketplace using his Lloyds debit card. Mr G received a package from the merchant on 26 April 2024, but he says that when he op... (2 pages)View decision -
Decision Reference DRN-5011666
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5011666 The complaint Mrs F complains about the actions of Revolut Ltd when she lost money to a scam. Mrs F is being represented by a claims management company but for ease I’ll only refer to Mrs F. What happened The detailed background to this complaint is well known to both part... (3 pages)View decision -
Decision Reference DRN-5109959
11 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109959 The complaint Ms L complains Bank of Scotland plc trading as Halifax unfairly closed her account and provided her with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Ms L held a Hal... (3 pages)View decision -
Decision Reference DRN-5200441
11 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5200441 The complaint Miss S complains about her mortgage current account (MCA) with Barclays Bank UK PLC. She says that it was mis-sold to her because she didn’t want an MCA in the first place. She also says it’s unfair that Barclays kept increasing the facility limit and that it’s... (15 pages)View decision
