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 121876 results
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Decision Reference DRN-4217727
19 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4217727 The complaint Ms M complains about the quality of a car she has been financing though an agreement with STARTLINE MOTOR FINANCE LIMITED, who I’ll call “Startline” What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (3 pages)View decision -
Decision Reference DRN-4251385
19 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4251385 The complaint Mr M has complained that Equifax Limited wouldn’t report his repayment arrangement on his credit file. What happened From 2018 to 2019, Mr M was in a reduced payment arrangement with his credit card company, S, made through a debt management plan. The account late... (3 pages)View decision -
Decision Reference DRN-4249580
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4249580 The complaint Mr M has complained about his motor insurer AXA Insurance UK Plc as it has declined his claim made for theft of his vehicle. AXA said there were some discrepancies around the key Mr M provided, which meant it was unable to validate the claim. It then clarified tha... (5 pages)View decision -
Decision Reference DRN-4207610
19 Jul 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4207610 The complaint Mr H complains, via a professional representative, about the advice he received 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 caused a fin... (8 pages)View decision -
Decision Reference DRN-4244568
19 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4244568 The complaint Mr N has complained about Metro Bank PLC registering a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Metro received information that Mr N was invo... (3 pages)View decision -
Decision Reference DRN-4201986
19 Jul 2023 Vitality Health Limited UpheldInsuranceDRN-4201986 The complaint Mr H complains that Vitality Health Limited did not progress his private medical insurance claims. What happened Mr H held private medical insurance cover with Vitality. In November, Mr H sent Vitality two referral letters from his GP. When he didn’t receive a res... (2 pages)View decision -
Decision Reference DRN-4195712
19 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4195712 The complaint Mr B has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr B had a serious accident in his camper van and made a claim under his motor insurance policy. Dur... (2 pages)View decision -
Decision Reference DRN-4254340
19 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4254340 The complaint Ms K, a sole trader, is unhappy that Lloyds Bank PLC didn’t update her address and telephone number on her Bounce Back Loan (“BBL”) account. Ms K feels that because she didn’t therefore receive notifications that payments were due on her BBL or that it had fallen ... (5 pages)View decision -
Decision Reference DRN-4209652
19 Jul 2023 Chase de Vere Independent Financial Advisers limited UpheldPensions and AnnuitiesDRN-4209652 The complaint Mrs B complains about the level of service, delays and the suitability of the advice provided by Chase de Vere Independent Financial Advisers limited (“CDV”) regarding accessing money from her personal pension plan (“PPP”) to partially fund the cost of renovating ... (11 pages)View decision -
Decision Reference DRN-4202342
19 Jul 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4202342 The complaint Ms H complains that Red Sands Insurance Company (Europe) Limited (Red Sands) has unfairly turned down her claim on her pet insurance policy. What happened Ms H made a claim on her pet insurance policy with Red Sands, which she took out in September 2022, for denta... (2 pages)View decision
