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-4124740
19 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4124740 The complaint Mr K and Mrs P have complained about their home insurer AXA Insurance UK Plc because whilst it started to repair their home after a water leak, it then stopped and paid them a settlement, which Mr K believes is insufficient, for the remaining work. The claim has m... (4 pages)View decision -
Decision Reference DRN-4131519
19 May 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4131519 The complaint Mr W has complained about the delays caused by ReAssure Limited when he was taking the benefits from his pension. What happened I issued my provisional decision on this complaint on 3 May 2023. The background and circumstances to the complaint and the reasons why ... (5 pages)View decision -
Decision Reference DRN-4120686
19 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4120686 The complaint Mr and Mrs R complain that Bank of Scotland plc treated them unfairly when it failed to change the interest rate on their mortgage in 2017. What happened The background to this complaint is well known to both Mr and Mrs R and Bank of Scotland, so I don’t intend to... (6 pages)View decision -
Decision Reference DRN-4127640
19 May 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4127640 The complaint Mrs J complains that Marks & Spencer Financial Services Plc (“MSFS”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford. What happened In January 2007, Mrs J applied for a credit card with MSFS. She was given an... (3 pages)View decision -
Decision Reference DRN-3989929
19 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3989929 The complaint Mr H complains that Starling Bank Limited withheld funds and registered information about him with the UK’s fraud database CIFAS. What happened Mr H had an account with Starling. In October 2020, Mr H received a payment from a third party. In November 2020 Mr H re... (4 pages)View decision -
Decision Reference DRN-4138646
19 May 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4138646 The complaint Mrs B complains about the application of end of contract damage charges by Mercedes- Benz Financial Services UK Limited (‘MBFS’). What happened Mrs B took out a hire agreement with MBFS in May 2019 and returned the car at the end. When she did MBFS inspected it mo... (4 pages)View decision -
Decision Reference DRN-4035240
19 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4035240 The complaint Mr P complains Everyday Lending Limited trading as Everyday Loans provided him with an unaffordable loan. Mr P is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What happened In September 2018 Mr ... (4 pages)View decision -
Decision Reference DRN-4102168
19 May 2023 TSB Bank plc UpheldBanking and PaymentsDRN-4102168 The complaint Mrs J and Mr J complain that TSB Bank plc (TSB) defaulted their joint account and passed it to a debt collection agency (DCA). What happened Mrs J and Mr J opened their account with TSB in 2011. By 2019, they had an overdraft limit of £3,000. They ran into financi... (5 pages)View decision -
Decision Reference DRN-3758354
19 May 2023 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3758354 The complaint Mr and Mrs B have complained about DAS Legal Expenses Insurance Company Limited’s refusal to provide cover under the legal expenses section of their household insurance policy. What happened In 2015 Mrs B made an application to the employment tribunal against her ... (5 pages)View decision -
Decision Reference DRN-4140279
19 May 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4140279 The complaint In 2022 Mr D transferred his group pension assets into a Self-Invested Personal Pension (‘SIPP’) administered by Scottish Equitable Plc trading as Aegon. His case is about the liquidation element of the fund switch, within the SIPP, that he instructed on 11 Septem... (7 pages)View decision
