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 119142 results
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Decision Reference DRN-3734319
12 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3734319 The complaint Mrs B complains about how AXA PPP Healthcare Limited dealt with a claim against her private medical insurance policy. Mrs B’s husband, Mr B, is helping her to bring the complaint. What happened The details of this complaint are well known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-3805865
12 Dec 2022 Santander UK Plc UpheldInvestmentsDRN-3805865 The complaint Mr M has complained about a loss in the value of the stocks and shares ISA he holds with Santander UK Plc. What happened In November 2021 Mr M’s ISA was valued at around £180,000, and by February 2022 it was worth around £170,000. Mr M became concerned that Santan... (2 pages)View decision -
Decision Reference DRN-3854637
12 Dec 2022 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3854637 The complaint Mr D has appointed a claims management company ("the CMC") to bring a complaint on his behalf. In summary, the CMC says Mr D has suffered consumer detriment due to investing in an unsuitable Self-Invested Personal Pension (SIPP) and says Options UK Perso... (45 pages)View decision -
Decision Reference DRN-3848279
12 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3848279 The complaint Ms O complained that Bank of Scotland plc, trading as Halifax, unfairly refused her cash withdrawal and this caused her inconvenience and distress. What happened Ms O visited a Halifax branch on 4 March 2022 to withdraw £8,000 cash from her passbook account. Howev... (3 pages)View decision -
Decision Reference DRN-3848310
12 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3848310 The complaint Mr C complains that Barclays Bank UK PLC has not fairly compensated him for the stress the bank caused when investigating his romance scam claim. What happened The detailed background to this complaint is well known to both parties and was outlined in the provisio... (4 pages)View decision -
Decision Reference DRN-3721266
12 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3721266 The complaint Mrs M is unhappy with the way Metro Bank PLC (‘Metro Bank’) handled her claim for a refund of a payment she made using her Metro Bank debit card. What happened On 13 February 2020, Mrs M used her Metro Bank debit card to pay a travel agent I’ll call ‘T’ £1,681.11 ... (3 pages)View decision -
Decision Reference DRN-3776036
12 Dec 2022 Inchcape Retail Limited UpheldConsumer CreditDRN-3776036 The complaint Mr K complains that Inchcape Retail Limited trading as Inchcape Mercedes mis-sold him GardX protect when he acquired a new car via a credit agreement. What happened In September 2021 Mr K attended a dealership enquiring about a new car. Mr K says he was told that ... (4 pages)View decision -
Decision Reference DRN-3850808
12 Dec 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3850808 The complaint Ms D complains that Phoenix Life Limited has failed to fairly calculate the value of her pension savings when she asked that they be transferred to another provider. What happened Ms D held pension savings with Phoenix. On 29 January 2021 Phoenix received a reques... (3 pages)View decision -
Decision Reference DRN-3843506
12 Dec 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3843506 The complaint Miss S complains that American Express Services Europe Limited irresponsibly agreed to provide her with a credit card and then subsequently increased the credit limit which was unaffordable for her. What happened In June 2016 Miss S applied online for a credit car... (9 pages)View decision -
Decision Reference DRN-3854224
12 Dec 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3854224 The complaint Mrs J is unhappy how JAJA FINANCE LTD (JAJA) handled her request for help to recover money following a purchase to an event she made online. What happened At the end of September 2020, Mrs J purchased a ticket to a two-day online event direct through the supplier,... (3 pages)View decision
