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 125400 results
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Decision Reference DRN-4839452
7 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4839452 The complaint Mis A complains Lloyds Bank PLC failed to provide her with sufficient support since she’s been experiencing financial difficulties. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in d... (3 pages)View decision -
Decision Reference DRN-4830080
7 Jun 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4830080 The complaint Mr N is unhappy with what DAS Legal Expenses Insurance Company Limited did following a claim on his legal expenses insurance policy. What happened Mr N has a dispute with the insurer of an overseas holiday home he owns. He sought assistance under a legal expenses ... (4 pages)View decision -
Decision Reference DRN-4774208
6 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4774208 The complaint Mrs M complains that Sainsburys Bank Plc wrote to her advising that her credit card account was being closed and gave her incorrect information when she called them to request that the account remained open. Mrs M is unhappy about the service she received when she... (3 pages)View decision -
Decision Reference DRN-4820785
6 Jun 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4820785 The complaint Ms G complains that The Prudential Assurance Company Limited failed to act upon her instructions when her with profits endowment policy was approaching maturity. As a result, the policy has lost its qualifying tax status. To resolve her complaint, Ms G wants the p... (4 pages)View decision -
Decision Reference DRN-4796361
6 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4796361 The complaint Mr L complains that an adviser who is an Appointed Representative of Quilter Financial Services Ltd (Quilter) gave him unsuitable advice to transfer his pension. He thinks that the transfer was unnecessary and that it added an unwarranted complication to his finan... (11 pages)View decision -
Decision Reference DRN-4760161
6 Jun 2024 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-4760161 The complaint Mr J complains that Dignity Funerals Limited will not refund him the money he paid for his funeral plan, following cancellation. Mr J’s also unhappy about poor service regarding his questions and enquiries. What happened To summarise, Mr J held a funeral plan with... (3 pages)View decision -
Decision Reference DRN-4593808
6 Jun 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldConsumer CreditDRN-4593808 The complaint Miss R complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”), irresponsibly granted her a credit account she couldn’t afford to repay. What happened In May 2019 Miss R was accepted for an online credit account with PayPal. She was given an initial credit limit... (3 pages)View decision -
Decision Reference DRN-4747988
6 Jun 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4747988 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) unfairly defaulted and terminated his credit card account. What happened Mr M holds a credit card account with Tesco. The account fell into arrears and Mr M contacted Tesco to set up a ... (3 pages)View decision -
Decision Reference DRN-4796306
6 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4796306 The complaint Mr S complains that Bank of Scotland plc trading as Halifax should have done more to help him earn a better rate of interest on his savings. Mr S’s brother is helping him to make the complaint. What happened Background Mr S’s brother has provided this service with... (5 pages)View decision -
Decision Reference DRN-4839159
6 Jun 2024 Equifax Limited UpheldConsumer CreditDRN-4839159 The complaint Mr C complains Equifax Limited incorrectly reported a County Court Judgement (CCJ) on his credit file that didn’t belong to him. What happened In August 2023, Mr C was contacted by his employer as a CCJ had been found on his credit file during security vetting. Wh... (5 pages)View decision
