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 128312 results
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Decision Reference DRN-4787422
3 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4787422 The complaint Mr D complains about how Atlanta Insurance Intermediaries Limited trading as Swinton Insurance administered his commercial motor insurance policy. What happened Mr D called Swinton to make a mid-term adjustment to his policy. He agreed to pay a deposit for this, ... (2 pages)View decision -
Decision Reference DRN-4885472
3 Jul 2024 Volvo Car UK Limited UpheldConsumer CreditDRN-4885472 The complaint Mrs M complains about the charges Volvo Car UK Limited (“Volvo”) applied when she returned a car after her hire agreement ended. What happened Mrs M entered into a hire agreement in January 2022. She ended the agreement August 2023 and Mrs M returned the car. She ... (4 pages)View decision -
Decision Reference DRN-4767034
3 Jul 2024 First Complete Ltd UpheldMortgagesDRN-4767034 The complaint Mr and Mrs B complain about the misinformation they got from First Complete Ltd trading as PRIMIS Mortgage Network about the amount they owed on their mortgage. They say this left them with a deficit ahead of their completion and they had to use their own savings ... (3 pages)View decision -
Decision Reference DRN-4740380
3 Jul 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4740380 The Complaint Mr L and Miss O are unhappy with the decision made by AA Underwriting Insurance Company Limited (AA) following a claim for accidental damage to their swimming pool. Mr L and Miss O are both parties to this complaint. Mr L has primarily dealt with this service. For... (3 pages)View decision -
Decision Reference DRN-4885114
3 Jul 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4885114 The complaint Mrs S complains that Metro Bank PLC has disregarded her contact preferences in how they’ve communicated with her. What happened Mrs S had communicated with Metro Bank regarding a safe deposit box on 14 October 2023, and she said she told the staff about her health... (4 pages)View decision -
Decision Reference DRN-4883076
3 Jul 2024 Liverpool Victoria Financial Services Limited UpheldBanking and PaymentsDRN-4883076 The complaint Mrs H complains that Liverpool Victoria Financial Services Limited (“LVFS”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford to repay. What happened In March 2001, Mrs H applied for a credit card with LVFS. She wa... (6 pages)View decision -
Decision Reference DRN-4869976
3 Jul 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4869976 The complaint Mr and Mrs S have complained that Rock Insurance Services Limited mis-sold them an annual travel insurance policy. As it is Mrs S leading on the complaint, I will mostly just be referring to her in this decision. What happened In June 2023 Mrs S took out the polic... (2 pages)View decision -
Decision Reference DRN-4855257
3 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4855257 The complaint Mr and Mrs A complain that Barclays Bank UK PLC gave them incorrect information about how much they needed to pay towards their Mortgage Current Account. Mr and Mrs A said Barclays then marked their credit files, which was having a significant impact on them. Mr a... (6 pages)View decision -
Decision Reference DRN-4628147
2 Jul 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4628147 The complaint Mr W complains about the outcome of the review carried out by The Prudential Assurance Company Limited (“Prudential”) in connection with the FCA’s consumer redress scheme for the British Steel Pension Scheme (“BSPS”) – to make my findings easier to follow, I’ll re... (13 pages)View decision -
Decision Reference DRN-4822382
2 Jul 2024 Howard Taylor Associates UpheldPensions and AnnuitiesDRN-4822382 The complaint The complaint in this case relates to the advice given to the late Mr C by Howard Taylor Associates (‘HTA’) to transfer his Standard Life and Co-Operative personal pensions into to a Self-Invested Personal Pension (‘SIPP’). Mr C’s daughters, Mrs S and Mrs V, have ... (14 pages)View decision