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 125299 results
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Decision Reference DRN-4215689
28 Jun 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4215689 The complaint Ms E and Mr E are unhappy that Great Lakes Insurance SE didn’t settle their claim in full and with the service they received. What happened Mr E booked a holiday for himself and Ms E in February 2022. They were due to stay at two different properties in the UK in ... (4 pages)View decision -
Decision Reference DRN-4214913
28 Jun 2023 Chevening Financial Ltd UpheldPensions and AnnuitiesDRN-4214913 The complaint Mr C complains that Chevening Financial Ltd failed to provide him with appropriate assistance in the transfer of his pension savings to a new provider. What happened Mr C’s complaint relates to the transfer of his pension savings from Virgin to Aegon. Chevening pr... (7 pages)View decision -
Decision Reference DRN-4214910
28 Jun 2023 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-4214910 The complaint Mr C complains that Scottish Equitable Plc, trading as Aegon, failed to provide him with appropriate assistance in the transfer of his pension savings to a new provider. What happened Mr C’s complaint relates to the transfer of his pension savings from Virgin to A... (7 pages)View decision -
Decision Reference DRN-4006453
28 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4006453 The complaint Miss B complains about Aviva Insurance Limited’s proposed settlement of a claim she made on a home emergency insurance policy. What happened Miss B holds home emergency insurance with Aviva. When her boiler broke down, she made a claim on the policy. Aviva’s engin... (3 pages)View decision -
Decision Reference DRN-4214713
28 Jun 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4214713 The complaint Mr K complains that Shawbrook Bank Limited, who I’ll call “Shawbrook”, were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). He’s also upset with Shawbrook’s handling of his complaint. What happened I ... (4 pages)View decision -
Decision Reference DRN-4152313
28 Jun 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4152313 The complaint Mr T complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) irresponsibly issued a credit card to him, and increased the credit limit, which he couldn’t afford the repayments on. I appreciate that he made a joint complaint with his wife, but as th... (4 pages)View decision -
Decision Reference DRN-3760270
28 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3760270 The complaint A company, which I’ll refer to as C, complains about Barclays Bank UK PLC’s processing of its international payments and the lack of communication from Barclays when issues arose with these payments. The complaint has been brought to us by one of C’s directors, Mr... (4 pages)View decision -
Decision Reference DRN-3591324
28 Jun 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3591324 The complaint Mr E complains about the termination of his finance agreement and the arrears correspondence he received in relation to a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Porsche Financial Services (VWFS). Mr E is also unhappy wit... (9 pages)View decision -
Decision Reference DRN-4034649
28 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4034649 The complaint Miss R complains that Monzo Bank Ltd took too long to return money in her bank account. She’s also unhappy about how Monzo handled her loan repayments whilst her account was blocked and says that the bank unfairly recorded a default marker on her credit file. What... (7 pages)View decision -
Decision Reference DRN-4216286
28 Jun 2023 Hastings Insurance Services Limited UpheldInsuranceDRN-4216286 The complaint Mr H complained that Hastings Insurance Services Limited (“Hastings”) incorrectly notified him it was cancelling his policy and it didn’t respond to his formal complaint within 8 weeks. What happened Mr H advised Hastings that his circumstances had changed. His po... (2 pages)View decision
