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-3994621
3 Mar 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3994621 The complaint Mr H’s complaint is about a mortgage application be made to Barclays Bank UK PLC. He is unhappy that over three months after Barclays issued a mortgage offer to him, it withdrew it and wouldn’t tell him why. What happened In early 2021 Mr H had an existing mortga... (5 pages)View decision -
Decision Reference DRN-3971941
3 Mar 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3971941 The complaint Mr C has complained about the poor level of service he received from Clydesdale Bank Plc (trading as Virgin Money) in relation to a blocked credit card payment. What happened On 24 January 2022 Mr C was trying to buy a car for £4,500 using his credit card. The pay... (2 pages)View decision -
Decision Reference DRN-3977345
3 Mar 2023 Rock Insurance Services Limited UpheldInsuranceDRN-3977345 The complaint Mr and Mrs B are unhappy with the customer service they received from Rock Insurance Services Limited in relation to their travel insurance policy. What happened In April 2022, Mr and Mrs B took out a single trip travel insurance policy which was administered by R... (2 pages)View decision -
Decision Reference DRN-3992255
2 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3992255 The complaint Mr P complains that AXA Insurance UK Plc is responsible for poor service in connection with his claim under a motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a premium-brand manufacturer in 2011. The car was... (4 pages)View decision -
Decision Reference DRN-3999677
2 Mar 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-3999677 The complaint Mr B is unhappy with a car supplied under a conditional sale agreement provided by Tesla Financial Services Limited. What happened In December 2021 Mr B acquired a new car funded with a conditional sale agreement provided by Tesla. The cash price of the car was £5... (6 pages)View decision -
Decision Reference DRN-3997734
2 Mar 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3997734 The complaint Mr H is complaining that Bank of Scotland plc trading as Halifax's mobile app wasn't working when he tried to complete a transfer to his trading account, which has caused him a financial loss and inconvenience. What happened At 3:57pm on 9 May 2022 Mr H ... (3 pages)View decision -
Decision Reference DRN-3999786
2 Mar 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3999786 The complaint Mr G complains about the quality of a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened On 28 January 2022, Mr G took out a hire purchase agreement with BMWFS for a used car. At that time... (4 pages)View decision -
Decision Reference DRN-3843017
2 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3843017 The complaint Mr T 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 early 2012, Mr T says he was approache... (42 pages)View decision -
Decision Reference DRN-3999548
2 Mar 2023 Sesame Limited UpheldPensions and AnnuitiesDRN-3999548 The complaint Mrs B complains that her late husband Mr B was unsuitably advised by Barker Financial Associates to transfer his defined benefit (DB) pension to a personal pension. Mrs B is complaining on behalf of her late husband’s estate and in her role as his beneficiary. Bar... (6 pages)View decision -
Decision Reference DRN-3962080
2 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3962080 The complaint Mrs C is unhappy with Ageas Insurance Limited’s (Ageas) handling of a claim made under her commercial insurance policy. Any references to Ageas include its agents. What happened In November 2021 Mrs C contacted Ageas to let them know about some damage to the bath... (3 pages)View decision
