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 128535 results
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Decision Reference DRN-3830283
23 Nov 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-3830283 The complaint Mr O has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr O bought a solar panel system (“the system”) for his home in 2016. The purchase was funded by a loan from... (3 pages)View decision -
Decision Reference DRN-4458443
23 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4458443 The complaint Mr A has complained that Bank of Scotland plc trading as Halifax (‘Halifax’) closed down his bank accounts without an explanation. He’d like an apology, compensation for his financial losses and for the stress he suffered as well as a detailed explanation as to wh... (3 pages)View decision -
Decision Reference DRN-4450982
23 Nov 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4450982 The complaint Miss F is unhappy that Casualty & General Insurance Company (Europe) Ltd (C&G) has only paid part of her pet insurance claim. Any reference to C&G includes the actions of its agent. What happened The circumstances of this complaint are well known to bo... (3 pages)View decision -
Decision Reference DRN-4300321
23 Nov 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-4300321 The complaint Mr P has complained that Cambrian Associates Limited (CAL) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Policy (PPP). Mr P has also said tha... (7 pages)View decision -
Decision Reference DRN-4035855
23 Nov 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4035855 The complaint Mr G has complained that Ikano Bank AB (publ) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr G bought solar panels for his home in 2017. The purchase was funded by a loan from Ikano, and that business is therefore ... (4 pages)View decision -
Decision Reference DRN-4392241
23 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4392241 The complaint Mr and Mrs W complain about AXA Insurance UK Plc’s handling of a claim they made under their home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is account... (5 pages)View decision -
Decision Reference DRN-4286048
23 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4286048 The complaint Ms N and Mr N complain that Barclays Bank UK PLC failed to treat them fairly when they attempted to make changes to their mortgage which resulted in them losing out on an interest rate. What happened The background of this complaint was set out by our investigator... (5 pages)View decision -
Decision Reference DRN-4389684
23 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4389684 The complaint Mr S and Ms C complain about how AXA Insurance Plc dealt with a claim for subsidence on their home insurance policy. What happened Mr S and Ms C claimed on their home insurance for subsidence at the front of their property. AXA reviewed the claim and discovered th... (2 pages)View decision -
Decision Reference DRN-4069502
23 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4069502 The complaint Mr W 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 2012, Mr W says a friend recommended t... (42 pages)View decision -
Decision Reference DRN-4367271
23 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4367271 The complaint Mr and Mrs D complain that a payment they wanted to make for an investment was blocked by HSBC UK Bank Plc and about what they felt was intrusive questioning of both of them before the payment was released. What happened In November 2022, Mr and Mrs D attempted to... (3 pages)View decision