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 120163 results
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Decision Reference DRN-4360314
3 Oct 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4360314 The complaint Mr W and Mrs W complain that TSB Bank plc held them liable for a cash withdrawal they never received. What happened Mr W was the account holder who experienced the problem. He explained that he was using his wife’s debit card on their joint account to withdraw £25... (4 pages)View decision -
Decision Reference DRN-4351335
3 Oct 2023 Bridgewater Support Solutions Ltd UpheldConsumer CreditDRN-4351335 The complaint Miss J complains about the service provided by Bridgewater Support Solutions Ltd trading as DFH Financial Solutions Ltd (DFH). What happened Miss J has explained that she completed a DMP application via DFH. But Miss J decided not to proceed and contacted DFH to w... (2 pages)View decision -
Decision Reference DRN-4352341
3 Oct 2023 Vitality Health Limited UpheldInsuranceDRN-4352341 The complaint Miss T complains about the way Vitality Health Limited handled a claim she made on a personal private medical insurance policy. Miss T’s represented by Mr W. What happened The background to this complaint is well-known to both parties, so I’ve simply set out a sum... (3 pages)View decision -
Decision Reference DRN-4366443
3 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4366443 The complaint Mr M complains Aviva Insurance Limited unfairly declined a claim on his motor home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. Wh... (3 pages)View decision -
Decision Reference DRN-4378399
3 Oct 2023 London and Country Mortgages Ltd UpheldMortgagesDRN-4378399 The complaint Mr F and Ms J complain that the mortgage they were applying for with the support of London and Country Mortgages Ltd was withdrawn, and their application failed, because they hadn’t supplied requested documents. But they said these were all emailed to L&C, as ... (3 pages)View decision -
Decision Reference DRN-3864765
3 Oct 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3864765 The complaint Mr M complains about the advice given by Pi Financial Ltd to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension arrangement. He says the advice was unsuitable for him and believes thi... (11 pages)View decision -
Decision Reference DRN-4374520
3 Oct 2023 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-4374520 The complaint Mr F, trading as W complains that he lost out financially due to delays by Bank of Ireland (UK) Plc (BOI). What happened Mr F asked BOI to transfer £265,025 from his GBP account to a euro account he held with another bank. The receiving bank confirmed it had notic... (3 pages)View decision -
Decision Reference DRN-4243639
3 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4243639 The complaint Mrs B complains Creation Consumer Finance Ltd (“Creation”) have incorrectly reported one of her accounts as defaulted to credit reference agencies. She’s also said Creation irresponsibly provided her with three credit accounts. Mrs B is represented on her complain... (4 pages)View decision -
Decision Reference DRN-4338141
3 Oct 2023 Nationwide Building Society UpheldConsumer CreditDRN-4338141 The complaint Mr K complains about the service he received when applying for a personal loan with Nationwide Building Society. 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 dispute, so I’ll foc... (2 pages)View decision -
Decision Reference DRN-4377708
3 Oct 2023 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4377708 The complaint Mr S and Mr S complain about delays in Watford Insurance Company Europe Limited’s (Watford) handling of their claim following the theft of a catalytic convertor, under their motor insurance policy. I will refer to Mr S to denote both complainants in my decision. W... (6 pages)View decision
