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 121115 results
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Decision Reference DRN-3770086
11 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3770086 The complaint Mr H complains about delays by Barclays Bank UK PLC when carrying out an ISA transfer. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr H had an ISA with Barclays. Mr H also had an ISA wi... (3 pages)View decision -
Decision Reference DRN-3781719
11 Nov 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3781719 The complaint Miss B has complained that Nationwide Building Society (“Nationwide”) acted unfairly by continuing to apply overdraft charges to her account when she was in financial difficulty. What happened Miss B complained to Nationwide that the overdraft charges applied to h... (3 pages)View decision -
Decision Reference DRN-3800405
11 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3800405 The complaint Mr and Mrs A are unhappy about AXA Insurance UK Plc’s decision to turn down a storm claim made under their home insurance policy. All references to AXA include its appointed agents. What happened Mr and Mrs A raised a claim on their home insurance policy with AXA ... (3 pages)View decision -
Decision Reference DRN-3780808
11 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3780808 The complaint Miss A has complained that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by providing her with an overdraft and increasing her limit. She says it acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss... (3 pages)View decision -
Decision Reference DRN-3801411
11 Nov 2022 AWP P&C SA UpheldInsuranceDRN-3801411 The complaint Mr H complains about delays caused by AWP P&C SA when handling a claim under his missed event insurance policy. Where I refer to AWP, this includes its agents and claims handlers. What happened Mr H had tickets to an event which he was unable to attend. So, in... (2 pages)View decision -
Decision Reference DRN-3801365
11 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3801365 The complaint Mr S complains that Tesco Personal Finance PLC trading as Tesco Bank has unfairly refused a chargeback claim. What happened In October 2021, Mr S purchased a rental car voucher for his upcoming trip abroad through an online car hire comparison site, who I’ll refer... (4 pages)View decision -
Decision Reference DRN-3689052
11 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3689052 The complaint Mr W’s complaint is about a claim he made on his Covea Insurance plc commercial trade insurance policy, which was declined. Mr W says that Covea acted unfairly. He is helped by a representative on this complaint but for ease of reading I shall refer to all submiss... (4 pages)View decision -
Decision Reference DRN-3559780
11 Nov 2022 Creative Benefit Wealth Management Limited UpheldPensions and AnnuitiesDRN-3559780 The complaint Mr D complains about the advice given by Creative Benefit Wealth Management Limited (‘CBWM’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension plan (PPP). He says the advice was unsuitable for him and believ... (10 pages)View decision -
Decision Reference DRN-3789043
11 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3789043 Complaint Mr B has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr B with a loan of £600 in August 2019. This loan had an APR of 1,276.4% and an 18-month term. This all meant the total amount repayable of £2,468.70 w... (4 pages)View decision -
Decision Reference DRN-3795568
11 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3795568 The complaint Miss P complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it granted loans to her. Had it done so, Morses would’ve discovered she couldn’t afford to repay these loans. What happened Miss P was adv... (5 pages)View decision
