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 121479 results
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Decision Reference DRN-3795395
9 Nov 2022 Santander UK Plc UpheldConsumer CreditDRN-3795395 The complaint Miss I complains about a default registered against her by Santander UK Plc. What happened Miss I had a loan with Santander which was due to be repaid in full on 1 May 2020. Unfortunately Miss I became unwell and was signed off work from the early part of 2020 onw... (4 pages)View decision -
Decision Reference DRN-3791843
9 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3791843 The complaint Ms C, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms C was advanced five home collected loans between March 2016 and June 2018. I’ve included some o... (5 pages)View decision -
Decision Reference DRN-3651994
9 Nov 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3651994 The complaint Miss W complains that TSB Bank plc (“TSB”) didn’t cancel a standing order in line with her instructions and says this caused her financial loss. What happened Miss W holds a current account and a savings account with TSB. At the time she opened the savings account... (3 pages)View decision -
Decision Reference DRN-3547435
9 Nov 2022 Vitality Health Limited UpheldInsuranceDRN-3547435 The complaint Mr C complains that Vitality Health Limited (Vitality) has unfairly refused to pay for a medical treatment he’s had. He wants Vitality to pay his claim and some compensation for what he’s been through. What happened Mr C has a medical insurance policy with Vitalit... (3 pages)View decision -
Decision Reference DRN-3796124
9 Nov 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3796124 The complaint Mr H complains about delays by Aviva Life & Pensions UK Limited (Aviva) in providing information about his pension and putting his benefits into payment. Mr H also says the pension he’s now receiving is too low. What happened I issued a provisional decision on... (5 pages)View decision -
Decision Reference DRN-3597103
9 Nov 2022 Niche Independent Financial Advisers Limited UpheldPensions and AnnuitiesDRN-3597103 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a self-invested personal pension (SIPP). Niche Independent Financial Advisers Limited is responsible for answering this complaint and s... (10 pages)View decision -
Decision Reference DRN-3796617
9 Nov 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3796617 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t support him. What happened Mr B had a credit card from Virgin. In June 2020 he had a limit of £12,700 and the balance was then £7,679. Mr B’s self-employed income was affected by the p... (4 pages)View decision -
Decision Reference DRN-3777206
9 Nov 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3777206 The complaint Mr S complains that John Lewis Financial Services Limited (“JLFS”) reported incorrect information about his account to the Credit Reference Agencies, which he says has negatively affected his credit score and adversely impacted him in other ways. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-3797128
9 Nov 2022 Scottish Widows Limited UpheldInvestmentsDRN-3797128 The complaint Mrs S is complaining about Scottish Widows Limited trading as Clerical Medical. She contacted them to ask them to cancel her joint life assurance policy and refund some premiums. She’s upset that they haven’t done that, and with the way they’ve handled her request... (4 pages)View decision -
Decision Reference DRN-3662906
9 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3662906 The complaint Mr and Mrs C complain Aviva Life & Pensions UK Limited (Aviva) didn’t make the process clear for the cancellation and encashment of a whole of life (WOL) insurance policy. They complain they weren’t told to continue with their direct debit until the surrender ... (2 pages)View decision
