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-4206538
20 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4206538 The complaint Mr K complains that Barclays Bank UK PLC unfairly registered a fraud marker against him. What happened In 2017 Mr K received a payment into one of his accounts that was later confirmed by another bank to be the result of fraudulent activity. Barclays looked at the... (5 pages)View decision -
Decision Reference DRN-4275738
20 Oct 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4275738 The complaint Ms M complains about the delays Liverpool Victoria Insurance Company Limited (LV) caused in her claim made on her motor insurance policy. She wants it to repair her car, provide her with a courtesy car or write off her car. What happened Ms M’s car was damaged in ... (2 pages)View decision -
Decision Reference DRN-4374771
20 Oct 2023 AXA PPP Healthcare Limited UpheldInsuranceDRN-4374771 The complaint Mr M has complained about the way AXA PPP Healthcare Limited (‘AXA’) dealt with his claim. What happened Mr M has a private medical insurance policy, underwritten by AXA. He called AXA following an online GP consultation where a referral to a physiotherapist was m... (2 pages)View decision -
Decision Reference DRN-4399477
20 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4399477 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money won’t reimburse money he paid using his credit card for a holiday that didn’t go ahead. Background I recently issued a provisional decision, which I’ve reproduced below and is incorporated as part of ... (4 pages)View decision -
Decision Reference DRN-4405665
20 Oct 2023 Davies Craddock UpheldPensions and AnnuitiesDRN-4405665 The complaint Mr S complains that the advice Davies Craddock gave him to transfer out of his defined benefit (DB) pension wasn’t suitable. Professional representatives have brought this complaint on Mr S’ behalf. But for ease of reading, I'll refer to the representatives’ ... (5 pages)View decision -
Decision Reference DRN-4404116
20 Oct 2023 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4404116 The complaint Ms M and Mrs P, the surviving trustees of two investment bonds, complain that the proceeds of those bonds remained uninvested for several years following the death of the settlor and the life assured, the late Mr M. They say this has resulted in a financial loss d... (11 pages)View decision -
Decision Reference DRN-4409561
20 Oct 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4409561 The complaint Mr J complains that a used car he acquired with finance provided by BMW Financial Services (GB) Limited (trading as Alphera Financial Services) (Alphera) is of unsatisfactory quality. What happened Mr J entered into a hire purchase agreement (HPA) with Alphera at ... (5 pages)View decision -
Decision Reference DRN-4145195
20 Oct 2023 Studio Retail Limited UpheldConsumer CreditDRN-4145195 The complaint Mrs M complains that Studio Retail Limited (“Studio”) provided her with a catalogue shopping account, and increased the limit on it, when she couldn’t afford it. What happened In December 2018 Studio approved Mrs M for a catalogue shopping account with a limit of ... (3 pages)View decision -
Decision Reference DRN-4386629
20 Oct 2023 Fly Now Pay Later Limited UpheldConsumer CreditDRN-4386629 The complaint Ms K complains that following its own system error Fly Now Pay Later Limited (FNPL) added late payment fees to her account and recorded late payments and a default on her credit file. What happened Ms K took out an instalment payment plan with FNPL in August 2022.... (3 pages)View decision -
Decision Reference DRN-3880414
20 Oct 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3880414 The complaint Mr L complains that Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions) accepted his application for a self-invested personal pension (SIPP). He says, it shouldn’t have accepted business from Caledonian International Associates (‘Caledonian’) - ... (41 pages)View decision
