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 125363 results
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Decision Reference DRN-4072476
9 May 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4072476 The complaint Ms A complains that Mulsanne Insurance Company Limited cancelled her motor insurance policy. She wants it to reinstate the policy and compensate her for her trouble and upset. What happened Ms A said an uninsured driver took her car without her consent. The drive... (3 pages)View decision -
Decision Reference DRN-3949728
9 May 2023 Link Financial Outsourcing Limited UpheldBanking and PaymentsDRN-3949728 The complaint Mrs J complains that Link Financial Outsourcing Limited trading as Link Financial did not write off her debt due to her medical issues and took too long to notify her of this. What happened Mrs J and her husband Mr J, though this decision will focus on Mrs J’s acc... (3 pages)View decision -
Decision Reference DRN-4118912
9 May 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4118912 The complaint Mr M complains that Aviva Life & Pensions UK Limited (‘Aviva’) have given him conflicting pension policy values at various time and he’s lost faith in their ability to provide accurate information. Mr M is seeking clarity as to the true value of his pension. W... (5 pages)View decision -
Decision Reference DRN-3834036
9 May 2023 U K Insurance Limited UpheldInsuranceDRN-3834036 The complaint Mr S complains about UK Insurance Limited trading as Direct Line (Direct Line) increasing the premiums on his pet insurance policy. References to Direct Line include their agents who administer the policy. What happened Mr S took out a lifetime pet insurance polic... (4 pages)View decision -
Decision Reference DRN-4118565
9 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4118565 The complaint Mrs R complains that she was unable to access her HSBC UK Bank Plc online banking for nearly a month and she received poor customer service from them. What happened Mrs R says that she was unable to access her online banking from 10 August-5 September 2022. As she... (5 pages)View decision -
Decision Reference DRN-4104683
9 May 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4104683 The complaint Mrs C complains that NewDay Ltd trading as Aqua (Aqua) lent to her irresponsibly. What happened Mrs C applied for a credit card from Aqua in April 2016 and it was agreed with a limit of £300. There were subsequent increases in the limit as shown: Date Limit April... (4 pages)View decision -
Decision Reference DRN-4116991
9 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4116991 The complaint Mrs K is complaining Barclays Bank UK PLC has recorded missed payment markers on her credit file in respect to her credit card account. What happened In August 2021, Barclays reduced the credit limit on Mrs K’s credit card account from £9,500 to £8,300. Mrs K com... (3 pages)View decision -
Decision Reference DRN-4117116
9 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4117116 Complaint Mr F has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says that the loans were unaffordable and so shouldn’t have been provided to him. Background Everyday Loans initially provided Mr F with a first loan fo... (3 pages)View decision -
Decision Reference DRN-4039273
9 May 2023 AXA Assistance (U.K.) Limited UpheldInsuranceDRN-4039273 The complaint Ms C and Ms E complain about AXA Assistance (UK) Limited’s (AXA) poor service following a claim under their home emergency policy. What happened Ms C contacted AXA to make a claim as her toilet was leaking. It sent an engineer who identified that two valves needed... (3 pages)View decision -
Decision Reference DRN-4110712
9 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4110712 Complaint Mr D has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him. Background 118 118 Money provided Mr D with a loan for £3,000.00 in March 2019.... (2 pages)View decision
