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 121262 results
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Decision Reference DRN-4506129
26 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4506129 The complaint Miss A has complained that Advantage Insurance Company Limited unreasonably refused to pay her claim for the theft of her car under her motor policy. What happened Miss A car was stolen overnight on 22 August 2022. Later, on 7 September 2022, her car was found dam... (5 pages)View decision -
Decision Reference DRN-4429504
26 Jan 2024 Truly Independent Limited UpheldPensions and AnnuitiesDRN-4429504 The complaint Mr H complains about the advice given by Truly Independent Limited (‘TIL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme, the British Steel Pension Scheme (‘BSPS’) to a self-invested personal pension (‘SIPP’). He says the adv... (8 pages)View decision -
Decision Reference DRN-4414106
26 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4414106 The complaint A company, which I will refer to as P, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr R, who is a director of P, represents it in this complaint. What happened Mr R told us: Barclays’ KYC process was inept and shamb... (3 pages)View decision -
Decision Reference DRN-4583065
26 Jan 2024 Car Care Plan Ltd UpheldInsuranceDRN-4583065 The complaint Mr C has complained about Car Care Plan Ltd (CCP), the administrator of his car warranty. It didn’t tell him the policy was due to renew and when Mr C realised it hadn’t, CCP wouldn’t reinstate it. What happened Mr C had a warranty. He viewed it as an investment i... (3 pages)View decision -
Decision Reference DRN-4549667
26 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4549667 The complaint Mr A complains that National Westminster Bank Plc, unfairly blocked his accounts, which led to financial problems and caused him upset. Mr A is also unhappy about the service he received from NatWest. Mr A would like to be compensated for the trouble and upset he ... (3 pages)View decision -
Decision Reference DRN-4350869
26 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4350869 The complaint Mrs M has complained that Tesco Personal Finance PLC, trading as Tesco Bank, has unfairly dealt with a claim she made about something she bought with her Tesco credit card. What happened Mrs M bought a number of things from a holiday services supplier (“the Suppli... (4 pages)View decision -
Decision Reference DRN-4583021
26 Jan 2024 Mortgage Advice Bureau Limited UpheldMortgagesDRN-4583021 The complaint Mr B’s complaint is about the port of an existing interest product to a new mortgage with the same lender. The application was made through an appointed representative of Mortgage Advice Bureau Limited (MAB) and Mr B considers that it didn’t fulfil its responsibil... (5 pages)View decision -
Decision Reference DRN-4561811
26 Jan 2024 Vitality Health Limited UpheldInsuranceDRN-4561811 The complaint Ms L is unhappy with the way in which Vitality Health Limited has handled claims made on a group private medical insurance policy (‘the policy’) including delays and failing to provide updates. What happened In July 2022, the policyholder, switched its private med... (5 pages)View decision -
Decision Reference DRN-4582947
26 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4582947 The complaint Mr W complaints Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out sufficient checks. What happened Mr W approached Drafty for a running credit facility on 12 July 2022 and he was given a facility with a £1,730 credit limit... (4 pages)View decision -
Decision Reference DRN-4525137
26 Jan 2024 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-4525137 Complaint Mr O has complained about a loan that Link Financial Outsourcing Limited (trading as “Asset Link” Capital (No.9)) is now responsible for. He says that the loan has caused him significant financial hardship and should never have been provided to him. While Asset Link C... (5 pages)View decision
