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 122183 results
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Decision Reference DRN-4159649
20 Jul 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4159649 The complaint Mr M has complained about the amount Admiral Insurance (Gibraltar) Limited paid in settlement of a claim he made under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full d... (3 pages)View decision -
Decision Reference DRN-4166371
20 Jul 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4166371 The complaint Mr R complains that the redress after BMW Financial Services (GB) Limited (BMWFS) agreed he could reject his car. He would like his deposit refunded along with payments made from when the rejection was agreed. What happened The details of this complaint are well k... (2 pages)View decision -
Decision Reference DRN-4128058
20 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4128058 The complaint Mrs W, who is represented by a third party, complains that Barclaycard UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In June 2012 Mrs W entered into an agreement with Barclaycard... (3 pages)View decision -
Decision Reference DRN-4254152
20 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4254152 The complaint Mrs B has complained that Aviva Life and Pensions UK Limited didn’t tell her of the timescales needed for her to complete a one-off withdrawal from her pension before the end of the 2021/22 tax year. What happened The background to this complaint and my initial co... (4 pages)View decision -
Decision Reference DRN-4227490
20 Jul 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4227490 The complaint Mr D complained that Financial Administration Services Limited trading as Fidelity International (‘Fidelity’): failed to follow his instructions to invest £19,000 into an ISA, split between four funds and wrongly charged him fees when the money was in a cash acc... (7 pages)View decision -
Decision Reference DRN-4050704
20 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4050704 The complaint Mr H complains about how AXA Insurance UK Plc dealt with a claim on his motor insurance policy. What happened Mr H’s car wouldn’t start so he contacted a garage to diagnose the fault. The garage said the ECU was flooded and this was likely due to the excessive rai... (3 pages)View decision -
Decision Reference DRN-4255502
20 Jul 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4255502 The complaint Mr S has complained that Scottish Widows Limited trading as Clerical Medical transferred his pension to another pension provider without his authority. Mr S claims that he suffered a financial loss as a result. What happened The background to this complaint and my... (7 pages)View decision -
Decision Reference DRN-4243928
20 Jul 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4243928 The complaint Mr M has complained about Santander Consumer (UK) Plc’s actions when he exchanged one financed vehicle for another. What happened In 2021, Mr M took out a finance agreement for a car. Then, in 2022, he decided to exchange this car for another. Mr M expected the de... (3 pages)View decision -
Decision Reference DRN-4248975
20 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4248975 The complaint Mr G complains that esure Insurance Limited (“esure”) has unfairly handled a claim under his motor insurance policy. What happened The background of this complaint is well known between parties, so I’ve summarised events. Mr G’s vehicle was damaged, and he made a... (2 pages)View decision -
Decision Reference DRN-4194329
20 Jul 2023 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-4194329 The complaint Mr M has complained that he has been unable to contact Al Rayan Bank PLC (“Al Rayan”) about his account. Mr M is also unhappy that he is unable to close his account over the phone. What happened One of our adjudicators assessed the complaint and they thought that ... (2 pages)View decision
