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-4378010
2 Oct 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4378010 The complaint Mr R has complained about a kitchen he paid for using a fixed sum loan with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). What happened In July 2022 Mr R entered into a contract with a kitchen supplier for a kitchen (supply only)... (5 pages)View decision -
Decision Reference DRN-4073323
2 Oct 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4073323 The complaint Mr C complains that American Express Services Europe Limited (“AESEL”) closed his credit card account because of an error and without warning. What happened In 2022 AESEL decided to stop providing accounts to the residents of certain countries. Its records indicat... (2 pages)View decision -
Decision Reference DRN-4356513
2 Oct 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4356513 The complaint Mr I complains that an international transfer made to his account from a family member on 26 May 2023 didn’t arrive for an extended period. He says this has caused him stress, reputational issues and financial costs. What happened Mr I was sent money through an in... (3 pages)View decision -
Decision Reference DRN-4366740
2 Oct 2023 Phoenix Life Limited UpheldInvestmentsDRN-4366740 The complaint Mrs H, represented by Mr H, complains that Phoenix Life Limited failed to provide documents that she requested about a with profits policy and the poor return on the investment. What happened Mrs H and Mr E were the policyholders of a with profits policy that star... (6 pages)View decision -
Decision Reference DRN-4217451
2 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4217451 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s handling of his motor insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr M has car insurance underwritten by Admi... (4 pages)View decision -
Decision Reference DRN-4371743
2 Oct 2023 First Complete Ltd UpheldMortgagesDRN-4371743 The complaint Ms P complains First Complete Ltd trading as PRIMIS Mortgage Network offered to help her get additional borrowing, when she was remortgaging. But the application was eventually refused, then she had to remortgage with her existing lender, whose rates had gone up. ... (5 pages)View decision -
Decision Reference DRN-3835336
2 Oct 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3835336 The complaint Mr S complains about the advice Inspirational Financial Management Ltd (‘IFM’) gave to him to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has c... (11 pages)View decision -
Decision Reference DRN-4228536
2 Oct 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4228536 The complaint Mrs K complains that Astrenska Insurance Limited (“Astrenska”) provided poor service and damaged her car during a claim under her roadside recovery insurance policy. When I mention Astrenska I also mean its recovery agents and suppliers. Mrs K is represented in he... (3 pages)View decision -
Decision Reference DRN-4373044
2 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4373044 The complaint Mr M complains that esure Insurance Limited held him liable for a claim made on his motor insurance policy following an incident. He’s unhappy with its communication throughout the claim, that his premiums have increased, and that he couldn’t use his passenger as ... (3 pages)View decision -
Decision Reference DRN-4284770
2 Oct 2023 esure Insurance Limited UpheldInsuranceDRN-4284770 The complaint Ms G and Ms A complain esure Insurance Limited cancelled Ms G’s motor insurance policy and declined to deal with the claim. The policy was in Ms G’s name and Ms A was a named driver on the policy. What happened Ms G took out a motor insurance policy in November 20... (3 pages)View decision
