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-4059393
17 May 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4059393 The complaint Miss T is unhappy that Starling Bank Limited won’t refund the remaining money she lost after she fell victim to an Authorised Push Payment (APP scam). What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them all here. But ... (4 pages)View decision -
Decision Reference DRN-4136890
17 May 2023 Naylors Finance Limited UpheldConsumer CreditDRN-4136890 The complaint Miss N complains NAYLORS FINANCE LIMITED (Naylors) gave her loans she couldn’t afford to repay. She also says the information recorded about her income and expenditure, which was given to Naylors’ agent is incorrect. What happened Miss N was advanced five loans by... (6 pages)View decision -
Decision Reference DRN-4055014
17 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4055014 The complaint Miss L complains that Advantage Insurance Company Limited provided her with a poor service after she made a claim under her car insurance policy. What happened In June 2022 Miss L’s car was damaged when a third-party vehicle rolled down a hill into her parked car.... (3 pages)View decision -
Decision Reference DRN-4106164
17 May 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4106164 The complaint Ms W and Mr W have complained about information recorded on their credit files by Barclays Bank UK Plc in relation to mortgage repayments. To settle the complaint, they would like Barclays to correct their credit files and pay compensation. Mr W has dealt with the... (4 pages)View decision -
Decision Reference DRN-4122186
17 May 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4122186 The complaint Ms A has complained that Aviva Life & Pensions UK Limited hasn’t met the claims she made under her group income protection policy. What happened Ms A has the benefit of a group income protection policy. Benefit is payable if the policy definition of incapacity... (4 pages)View decision -
Decision Reference DRN-4071979
17 May 2023 Vitality Health Limited UpheldInsuranceDRN-4071979 The complaint Mr S complains about the way Vitality Health Limited handled a dental claim he made on a private medical insurance policy. What happened The background to this complaint is well-known to both parties, so I haven’t set it out in detail here. Instead, I’ve focused o... (3 pages)View decision -
Decision Reference DRN-4125377
17 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4125377 The complaint Miss H complains that Admiral Insurance (Gibraltar) Limited hasn’t offered a fair settlement for the total loss of her vehicle after a claim was made on her motor insurance policy. What happened In 2022, Miss H was involved in a car accident. She made a claim to A... (2 pages)View decision -
Decision Reference DRN-4133632
17 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4133632 The complaint Miss M complains about the overall service she received from HSBC UK Bank Plc (“HSBC”) during the period from September to December 2021, after she says she was victim of a phone scam and internet hack. What happened The details of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-4137126
17 May 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4137126 The complaint Ms X complains that as a vulnerable customer, she wasn’t treated fairly by Clydesdale Bank Plc trading as Virgin Money (Virgin). What happened Ms X had a credit card from Virgin. The limit was £14,300 and in March 2020, the balance was £12,980.53 debit. M... (6 pages)View decision -
Decision Reference DRN-4003191
17 May 2023 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-4003191 The complaint Mr D complains about the advice given by UTMOST LIFE AND PENSIONS LIMITED (‘ULP’) 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 f... (10 pages)View decision
