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 121479 results
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Decision Reference DRN-4231098
4 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4231098 The complaint Mr M complains that Creation Financial Services Limited closed his account, which meant he missed out on rewards points and a hotel voucher. He’d like compensation and to be awarded the voucher. What happened Mr M had a credit card account with Creation. The accou... (2 pages)View decision -
Decision Reference DRN-4210526
4 Aug 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4210526 The complaint Mr W complains, through a representative, about the advice he received in 1999 from Zurich Assurance Ltd (trading as Allied Dunbar Assurance) to start a Free-Standing Additional Voluntary Contributions (FSAVC) plan. Although Mr W is represented in this complaint, ... (5 pages)View decision -
Decision Reference DRN-4251873
4 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4251873 The complaint Mr H has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it valued his car after a claim under his motor insurance policy. What happened Mr H made a claim under his car insurance policy and his car was deemed a total loss. And ... (2 pages)View decision -
Decision Reference DRN-4279144
4 Aug 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4279144 The complaint Mrs M complains that Creation Consumer Finance Ltd demanded an outstanding balance on her loan account after she believed it had been settled in 2019. What happened In December 2019, Mrs M requested an early settlement figure on her loan with Creation. Mrs M paid ... (3 pages)View decision -
Decision Reference DRN-4139615
4 Aug 2023 Intelligent Financial Advice Limited UpheldPensions and AnnuitiesDRN-4139615 The complaint Mr P complains, via a professional representative, about the advice given by Intelligent Financial Advice Limited (‘IFAL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable... (10 pages)View decision -
Decision Reference DRN-4275678
4 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4275678 The complaint Mr S complains Bank of Scotland plc trading as Halifax sent him an offer for a balance or money transfer on his credit card, but the offer wasn’t available when he went to apply. What happened Mr S received a letter from Halifax setting out available rates for bal... (3 pages)View decision -
Decision Reference DRN-4223668
4 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4223668 The complaint This complaint is about a mortgage Mr and Mrs S hold with Barclays Bank UK PLC. Mr S, who has dealt with the complaint throughout with the consent of Mrs S, has complained about the following: the way payments are applied to his mortgage account; poor customer s... (4 pages)View decision -
Decision Reference DRN-4284859
4 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4284859 The complaint Mr R is unhappy that Admiral Insurance (Gibraltar) Limited declined his claim for bike theft. What happened Mr R had buildings and contents insurance underwritten by Admiral. His policy included cover for three bikes, all of which were specified items on the polic... (4 pages)View decision -
Decision Reference DRN-4264389
4 Aug 2023 Bastion Insurance Company Limited UpheldInsuranceDRN-4264389 The complaint Mr M has complained about Bastion Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his breakdown insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr M called Bastion as he had a fl... (2 pages)View decision -
Decision Reference DRN-4253237
4 Aug 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4253237 The complaint Mr M complains about how Haven Insurance Company Limited has dealt with a claim on his taxi insurance policy. Specifically, Mr M is unhappy with the communication with Haven, delays in having the repair done and also the lack of a car while his is waiting to be re... (3 pages)View decision
