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 125400 results
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Decision Reference DRN-3979976
13 Mar 2023 British Gas Insurance Limited UpheldInsuranceDRN-3979976 The complaint Mrs A has complained about a leak she said British Gas Insurance Limited (British Gas) caused when it carried out work under her home emergency policy. What happened British Gas sent an engineer to Mrs A’s home to deal with a leak outside her home. While he was th... (2 pages)View decision -
Decision Reference DRN-4009114
13 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4009114 The complaint Mr N is unhappy that Metro Bank PLC denied his account application when he gave his correct country of birth but approved a later application when he said he was born in the UK. What happened Mr N applied to Metro for a new account, but his application was rejecte... (3 pages)View decision -
Decision Reference DRN-4015128
13 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4015128 The complaint Mr C complained that Aviva Life & Pensions UK Limited caused delays in arranging for the payment of his pension and tax-free cash. He says the delays caused him to draw money from another pension which resulted in him paying tax that he otherwise would not hav... (4 pages)View decision -
Decision Reference DRN-3994980
13 Mar 2023 Lloyds Bank PLC UpheldInvestmentsDRN-3994980 The complaint The directors of a small business complain about advice and products sold to them by Lloyds Bank PLC over the last 30 years or so. What happened I see a lot’s been written about the directors’ history with Lloyds. I want to thank everyone for their time and effort... (4 pages)View decision -
Decision Reference DRN-4018209
13 Mar 2023 Target Servicing Limited UpheldMortgagesDRN-4018209 The complaint Mr S and Ms L were undertaking a transfer of equity to remove Ms L from their joint mortgage and Help to Buy (“HTB”) loan as they’d separated. They complained to Target Servicing Limited about delays in the process. Whilst Ms L is a party to this complaint because... (4 pages)View decision -
Decision Reference DRN-3834075
13 Mar 2023 Gain Credit LLC UpheldConsumer CreditDRN-3834075 The complaint Ms C complains that Gain Credit LLC, trading as Drafty, provided her with credit when she could not afford it. What happened This was not a loan. Drafty offered a credit facility which commenced with a limit being determined and then the customer was able to draw ... (4 pages)View decision -
Decision Reference DRN-4012668
13 Mar 2023 Vitality Health Limited UpheldInsuranceDRN-4012668 The complaint Mr F complains because Vitality Health Limited (‘Vitality’) cancelled his private medical insurance policy. All references to Vitality include the agents appointed to administer the insurance on its behalf. What happened Mr F held a private medical insurance polic... (4 pages)View decision -
Decision Reference DRN-3990399
13 Mar 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3990399 The complaint Mrs M complains that following the total loss of her car in an accident, the settlement payment Liverpool Victoria Insurance Company Limited (LV) offered was unfair, under her motor insurance policy. What happened Mrs M was involved in a car accident. She contacte... (3 pages)View decision -
Decision Reference DRN-3887960
13 Mar 2023 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-3887960 The complaint Z, a limited company, complains Amazon Payments UK Limited closed its account and won’t release the money in it. Mrs S, a director and represented by Mr S, has brought the complaint on Z’s behalf. For ease I’ve only mentioned Mrs S in my decision, regardless of wh... (3 pages)View decision -
Decision Reference DRN-4011681
13 Mar 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4011681 The complaint Ms A complains PrePay Technologies Limited trading as PrePay Solutions (PPS) took too long to refund the balance on her travel money card, to her bank account. What happened Ms A says in late June 2022 she telephoned PPS to check the email she had sent requesting ... (2 pages)View decision
