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 125363 results
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Decision Reference DRN-4236188
20 Nov 2023 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4236188 The complaint Ms D complains that Studio Retail Limited lent to her irresponsibly. What happened Ms D applied for a credit facility with Studio in June 2020. Studio assessed her application and agreed a limit of £150, which it increased to £350 in October 2020. Ms D says the li... (4 pages)View decision -
Decision Reference DRN-4464896
20 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4464896 The complaint Mr C complains Options UK Personal Pensions LLP (‘Options’ - formerly Carey Pensions UK LLP) shouldn’t have accepted a transfer of his defined benefits occupational pension scheme into a self-invested personal pension (‘SIPP’) via an introduction made by Caledonia... (45 pages)View decision -
Decision Reference DRN-4410735
20 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4410735 The complaint Mr C complains about how AWP P&C SA handled his claim against his travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, ... (3 pages)View decision -
Decision Reference DRN-4306094
20 Nov 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4306094 The complaint Mrs C complains that a loan previously written off by Barclays Bank UK PLC (Barclays) appears on her Barclays mobile banking app. She finds this stressful and would like significant compensation as a result. What happened The details of this complaint are well kn... (2 pages)View decision -
Decision Reference DRN-4452991
20 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4452991 The complaint Mr and Mrs T complain about Covea Insurance plc’s handling of a claim they made under their home insurance policy. Covea is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Covea has accepted it is acco... (4 pages)View decision -
Decision Reference DRN-4466546
20 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4466546 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly gave him a credit card he couldn’t afford to repay. What happened In August 2020, Mr C applied online for a credit card with Virgin Money. He was given a credit limit of £6,000. As part ... (4 pages)View decision -
Decision Reference DRN-4330483
20 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4330483 The complaint Mr G and Mrs I complain that Barclays Bank UK PLC gave them misleading information about how long they would have to pay an early repayment charge (ERC) on their mortgage. What happened Mr G and Mrs I have a mortgage with Barclays. They took a five year fixed rate... (4 pages)View decision -
Decision Reference DRN-4371018
20 Nov 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4371018 The complaint Mr H complained that ReAssure Limited failed to calculate the tax-free cash he was entitled to from his Section-32 buyout policy (S32 policy) correctly, and put obstacles in the way of permitting him to draw that sum and transfer the residual fund to his chosen fl... (13 pages)View decision -
Decision Reference DRN-4415015
20 Nov 2023 Aviva Insurance Limited UpheldInsuranceDRN-4415015 The complaint Miss C and Mr P complains about how Aviva Insurance Limited (“Aviva”) dealt with a claim he made on his travel insurance policy after his flight was cancelled by the airline. For ease of reference, and as he’s been most involved with this... (4 pages)View decision -
Decision Reference DRN-4198747
20 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4198747 The complaint Mr and Mrs H complain about AXA Insurance UK Plc declining their home insurance (buildings) claim. AXA are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of AXA’s appointed agents. As AXA accept they are accountable for the... (4 pages)View decision
