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-3792160
7 Nov 2022 NRAM Limited UpheldMortgagesDRN-3792160 The complaint Mr F, on behalf of the estate of Mrs F, complains about the poor service provided by NRAM Limited on the late Mrs F’s mortgage account. What happened On 1 February 2022, Mrs F called NRAM to discuss what to do with her mortgage account because she’d received sad n... (2 pages)View decision -
Decision Reference DRN-3791777
7 Nov 2022 TSB Bank plc UpheldConsumer CreditDRN-3791777 The complaint Mr B complains that TSB Bank plc didn’t provide support when he was struggling financially. What happened Mr B says he had a loan and credit card with TSB and a debt charity advised him to tell the bank when he was struggling financially. He says he spoke to TSB i... (2 pages)View decision -
Decision Reference DRN-3792698
7 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3792698 The complaint Mr and Mrs J complain that Royal & Sun Alliance Insurance Limited (“RSA”) declined to pay for alternative accommodation while their home was uninhabitable due to subsidence. What happened Mr and Mrs J had home insurance with RSA. In August 2019 they made a cla... (3 pages)View decision -
Decision Reference DRN-3791939
7 Nov 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3791939 The complaint Mr E complains about Revolut Ltd’s actions when carrying out a review on his account. What happened In February 2021, Mr E’s account was flagged for a review. It was suspended on the same day and Mr E was notified and asked to provide some information. Mr E submit... (5 pages)View decision -
Decision Reference DRN-3765735
7 Nov 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3765735 The complaint Mr H complains about how Advantage Insurance Company Limited handled a claim made on his motor insurance policy. He wants compensation for his trouble and upset and his expenses. What happened Mr H was involved in an accident on 14 February 2022 and he made a cla... (3 pages)View decision -
Decision Reference DRN-3792537
7 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3792537 The complaint Mr B complained that AXA Insurance UK Plc (“AXA”) unfairly declined his claim under his home insurance policy. What happened Mr B made a claim under his policy when he noticed water staining in his downstairs ceiling and hallway. AXA’s contractor attended the prop... (4 pages)View decision -
Decision Reference DRN-3658181
7 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3658181 The complaint Mr J complains that Lloyds Bank PLC have declined his credit card application and discriminated against him because of his age. What happened Mr J says he applied for a Lloyds cashback Mastercard credit card on 2 December 2021, but his application was declined. Mr... (4 pages)View decision -
Decision Reference DRN-3768195
7 Nov 2022 Equifax Limited UpheldConsumer CreditDRN-3768195 The complaint Mrs M complains about delays and poor service by Equifax Limited after she raised concerns about an entry on her credit file. What happened In January 2022 Mrs M contacted Equifax as she’d found a communications provider had noted her as deceased on her credit fil... (2 pages)View decision -
Decision Reference DRN-3792359
7 Nov 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3792359 The complaint Mr L, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2018, Mr L acquired a used car financed by a conditional sa... (2 pages)View decision -
Decision Reference DRN-3296939
7 Nov 2022 Medical Money Management UpheldPensions and AnnuitiesDRN-3296939 The complaint Mr A is represented. His representative says Medical Money Management (‘MMM’) gave him unsuitable advice to undertake a Free Standing Additional Voluntary Contributions (‘FSAVC’) plan in 1994. They say this was unsuitable advice mainly because: It mismatched his ... (4 pages)View decision
