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-4198747
20 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4198747 The complaint Mr and Mrs H complain about AXA Insurance UK Plc declining their home insurance (buildings) claim. AXA are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of AXA’s appointed agents. As AXA accept they are accountable for the... (4 pages)View decision -
Decision Reference DRN-4415809
20 Nov 2023 Allied International Credit (UK) Ltd UpheldConsumer CreditDRN-4415809 The complaint Mr H has complained that Allied International Credit (UK) Ltd (AIC for short) repeatedly called him outside of the hours he asked them to. What happened Mr H asked AIC to only call him from 9am onwards. But it continued to call him before 9am. Mr H complained, and... (2 pages)View decision -
Decision Reference DRN-4463512
20 Nov 2023 Nationwide Building Society UpheldConsumer CreditDRN-4463512 The complaint Ms B complains that Nationwide Building Society irresponsibly gave her two fixed sum loan agreements she couldn’t afford. Ms B is represented in this complaint, but for ease I’ll refer only to Ms B throughout. What happened In September 2021, Ms B applied for a fi... (7 pages)View decision -
Decision Reference DRN-4006054
20 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4006054 The complaint Mrs G complained to HSBC UK Bank Plc (“HSBC”) about being unable to make payments using her debit card when shopping online. What happened Mrs G previously complained to this Service that HSBC required her to take additional steps to verify online purchases. A dec... (3 pages)View decision -
Decision Reference DRN-4461300
20 Nov 2023 British Gas Insurance Limited UpheldInsuranceDRN-4461300 The complaint Miss W has complained about the service provided by British Gas Insurance Limited (‘British Gas’) under her home care policy. What happened Miss W reported a leak at her home in December 2022 to British Gas, as she had a home care policy at the relevant time. A Br... (5 pages)View decision -
Decision Reference DRN-4465934
20 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4465934 The complaint Mr O complains about how UK Insurance Limited (“UKI”) dealt with a claim he made on his motor insurance policy after his car was hit by a third party. What happened Mr O had fully comprehensive car insurance with UKI. The policy ran from February 2... (3 pages)View decision -
Decision Reference DRN-4018106
20 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4018106 The complaint Mr M 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, while working abroad, Mr M says ... (37 pages)View decision -
Decision Reference DRN-4466180
20 Nov 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4466180 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) prevented her from accessing the money in her account, and never explained the conditions required for her to transfer funds when she opened the account. What happened I set out the background and ... (3 pages)View decision -
Decision Reference DRN-4027312
20 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4027312 The complaint Mr P 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 early 2012, Mr P says he was approache... (41 pages)View decision -
Decision Reference DRN-4286952
20 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4286952 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard unfairly declined to transfer points he had earned using a reward credit card to his preferred partner account. What happened Mr G opened a reward credit card account with Barclaycard. Under the terms... (3 pages)View decision