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-3947002
6 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3947002 The complaint Miss C has complained about her property insurer AXA Insurance UK Plc in relation to a claim she made to it following water damage to her property from the flat above. What happened Miss C made a claim to AXA in November 2020 – there had been a leak from the flat ... (6 pages)View decision -
Decision Reference DRN-3988323
6 Mar 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3988323 Complaint Miss D has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Miss D with a loan for £2,000.00 in July 2022. This loan had an APR of 355.2% and a 104-week (24 month) term. This all meant the total amount repayabl... (4 pages)View decision -
Decision Reference DRN-4002729
5 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4002729 The complaint Mr K and Ms L complain about Lloyds Bank PLC reducing their overdraft facility when they were vulnerable due to the Covid-19 crisis. What happened I issued my provisional decision on 17 February 2023, and this is what I said: I’ve considered the relevant informati... (4 pages)View decision -
Decision Reference DRN-4002681
4 Mar 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4002681 The complaint Mrs E and Mr E complain about American Express Services Europe Limited (AESEL) giving misinformation which caused financial detriment, distress and inconvenience. What happened I issued my provisional decision on this complaint on 4 February 2023. This is what I s... (4 pages)View decision -
Decision Reference DRN-4002632
4 Mar 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4002632 The complaint Mr H complains about the accuracy of Metro Bank PLC’s banking app and on-line banking and says they’re responsible for his detrimental credit score. What happened I issued my provisional decision on this complaint on 2 February 2023, and this is what I said: I’ve ... (4 pages)View decision -
Decision Reference DRN-3728504
4 Mar 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3728504 The complaint Mr P complains that Nationwide Building Society rejected his request to buy bitcoin, and this caused him to lose out on a financial opportunity. What happened Mr P planned to invest in bitcoin and make purchases via a Nationwide CHAPS payment. His initial purchase... (3 pages)View decision -
Decision Reference DRN-3998646
3 Mar 2023 Prosperity Independent Financial Advisors and Stockbrokers Limited UpheldInvestmentsDRN-3998646 The complaint Mrs C complains that due to the poor service she received from Prosperity Independent Financial Advisors and Stockbrokers Limited (Prosperity), she has lost out financially. In particular, Mrs C says that if Prosperity had carried out a review of her portfolio whe... (5 pages)View decision -
Decision Reference DRN-4002569
3 Mar 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4002569 The complaint Mr M complains about the quality of a car that was supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn. What happened In September 2020, Mr M took out a conditional sale agreement with Moneybarn for a used car. The... (11 pages)View decision -
Decision Reference DRN-3794578
3 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3794578 The complaint Ms P complains that Barclays Bank UK PLC (Barclays) won’t refund all the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I... (3 pages)View decision -
Decision Reference DRN-4002520
3 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4002520 The complaint Mrs H complains that Aviva Life & Pensions UK Ltd mis-sold her a Free-Standing Additional Voluntary Contribution pension policy (FSAVC), and she’s lost out financially as a result. What happened Mrs H was employed as a teacher, and in 1993 approached a busines... (6 pages)View decision
