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 128312 results
-
Decision Reference DRN-4255632
19 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4255632 The complaint A partnership, which I will refer to as V, complains about the way that Barclays Bank UK PLC handled a request to make a change to its bank account. Mr S, who is a partner of V brings the complaint on V’s behalf together with Mrs V, the executor of the late Mr V’s... (3 pages)View decision -
Decision Reference DRN-4175476
19 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4175476 The complaint Mr W complains about Advantage Insurance Company Limited’s handling of a claim made under his car insurance. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr W has car insurance underwritte... (4 pages)View decision -
Decision Reference DRN-4085399
19 Jul 2023 esure Insurance Limited UpheldInsuranceDRN-4085399 The complaint Mr A has complained about the way his motor insurer, esure Insurance Limited, (esure) dealt with a claim he made on his policy and the overall service it provided. What happened In July 2022 Mr A made a claim on his policy after his car was damaged by another car ... (4 pages)View decision -
Decision Reference DRN-4228399
19 Jul 2023 HDI Global Specialty SE UpheldInsuranceDRN-4228399 The complaint Mrs M has complained that HDI Global Specialty SE (HDI) has rejected a claim for the treatment of her pet dog on the ground that the treatment was for a condition that was pre- existing at commencement of her policy. What happened Mrs M acquired her pet dog, who I... (3 pages)View decision -
Decision Reference DRN-4250544
19 Jul 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4250544 The complaint Mr S 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 mid-2012, Mr S was approached by a rep... (41 pages)View decision -
Decision Reference DRN-4217727
19 Jul 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4217727 The complaint Ms M complains about the quality of a car she has been financing though an agreement with STARTLINE MOTOR FINANCE LIMITED, who I’ll call “Startline” What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (3 pages)View decision -
Decision Reference DRN-4251385
19 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4251385 The complaint Mr M has complained that Equifax Limited wouldn’t report his repayment arrangement on his credit file. What happened From 2018 to 2019, Mr M was in a reduced payment arrangement with his credit card company, S, made through a debt management plan. The account late... (3 pages)View decision -
Decision Reference DRN-4249580
19 Jul 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4249580 The complaint Mr M has complained about his motor insurer AXA Insurance UK Plc as it has declined his claim made for theft of his vehicle. AXA said there were some discrepancies around the key Mr M provided, which meant it was unable to validate the claim. It then clarified tha... (5 pages)View decision -
Decision Reference DRN-4207610
19 Jul 2023 Capital Professional Limited UpheldPensions and AnnuitiesDRN-4207610 The complaint Mr H complains, via a professional representative, about the advice he received to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a fin... (8 pages)View decision -
Decision Reference DRN-4244568
19 Jul 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4244568 The complaint Mr N has complained about Metro Bank PLC registering a marker against him at CIFAS, the national fraud database. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Metro received information that Mr N was invo... (3 pages)View decision