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-4252433
19 Jul 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4252433 The complaint Miss C complains about credit granted to her by Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays). What happened Barclays agreed credit of £6,236 for Miss C in October 2018 in order to acquire a used car. The cash price of the ca... (4 pages)View decision -
Decision Reference DRN-4255737
19 Jul 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4255737 The complaint Mr K has complained that Bank of Scotland plc registered 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 in brief. In summer 2020, Mr K received about £2,500 for the sal... (5 pages)View decision -
Decision Reference DRN-4255632
19 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4255632 The complaint A partnership, which I will refer to as V, complains about the way that Barclays Bank UK PLC handled a request to make a change to its bank account. Mr S, who is a partner of V brings the complaint on V’s behalf together with Mrs V, the executor of the late Mr V’s... (3 pages)View decision -
Decision Reference DRN-4175476
19 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4175476 The complaint Mr W complains about Advantage Insurance Company Limited’s handling of a claim made under his car insurance. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr W has car insurance underwritte... (4 pages)View decision -
Decision Reference DRN-4085399
19 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4085399 The complaint Mr A has complained about the way his motor insurer, esure Insurance Limited, (esure) dealt with a claim he made on his policy and the overall service it provided. What happened In July 2022 Mr A made a claim on his policy after his car was damaged by another car ... (4 pages)View decision -
Decision Reference DRN-4228399
19 Jul 2023 HDI Global Specialty SE UpheldInsuranceDRN-4228399 The complaint Mrs M has complained that HDI Global Specialty SE (HDI) has rejected a claim for the treatment of her pet dog on the ground that the treatment was for a condition that was pre- existing at commencement of her policy. What happened Mrs M acquired her pet dog, who I... (3 pages)View decision -
Decision Reference DRN-4250544
19 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4250544 The complaint Mr S complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr S was approached by a rep... (41 pages)View decision -
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
