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 125299 results
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Decision Reference DRN-3774993
22 Feb 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3774993 The complaint Mr N complains Tesco Personal Finance PLC trading as Tesco Bank didn’t do enough to prevent him losing money as part of a scam and didn’t act fairly when it refused to refund his losses and instead told him he needed to repay his credit card balance along with int... (3 pages)View decision -
Decision Reference DRN-3979457
22 Feb 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3979457 The complaint Miss L complains about Advantage Insurance Company Limited’s (Advantage) decision to decline her claim, its handling of the matter and failure to make reasonable adjustments for her disability, under her motor insurance policy. What happened Miss L drove over a po... (7 pages)View decision -
Decision Reference DRN-3946443
22 Feb 2023 Revolut Ltd UpheldBanking and PaymentsDRN-3946443 The complaint Mr S complains that Revolut Ltd won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and based on... (6 pages)View decision -
Decision Reference DRN-3948377
22 Feb 2023 Bank of Scotland Plc UpheldMortgagesDRN-3948377 The complaint Miss W complains about the service received from Bank of Scotland Plc trading as Halifax when she made an application for a further advance on her mortgage. She said she was led to believe the application had been approved but it was subsequently declined. As a re... (3 pages)View decision -
Decision Reference DRN-3980139
22 Feb 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3980139 The complaint Mrs N is unhappy with the decision AXA Insurance UK Plc made on a claim under her travel insurance policy. What happened Mrs N has explained that in March 2021 she needed to travel abroad to visit a poorly family member. So, she contacted AXA, to check some detail... (6 pages)View decision -
Decision Reference DRN-3765042
22 Feb 2023 Hilltop Finance Limited UpheldPensions and AnnuitiesDRN-3765042 The complaint Ms M complains about the advice given by Hilltop Finance Limited (‘HFL’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable. Ms M is being represented by a third party but ... (9 pages)View decision -
Decision Reference DRN-3947490
22 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3947490 Complaint Mr E has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background Everyday Loans initially provided Mr E with a first loan for £... (3 pages)View decision -
Decision Reference DRN-3975023
22 Feb 2023 St James's Place UK plc UpheldInvestmentsDRN-3975023 The complaint Mr B complains about various matters affecting instructions to St James’s Place UK plc (“SJPUK”) about an investment bond held in trust. What happened In mid-2019, Mr B and two family members – for anonymity I’ll call them T2 and T3 – were trustees of a loan trust... (5 pages)View decision -
Decision Reference DRN-3591680
22 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3591680 The complaint A church, which I’ll refer to as C, complains about the handling by Barclays Bank UK PLC of its request to open a new bank account. Mr S and Mr P, two of the authorised representatives of C, bring the complaint on C's behalf. What happened The circumstances o... (4 pages)View decision -
Decision Reference DRN-3965194
22 Feb 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3965194 Complaint Mr S has complained that Zopa Bank Limited (“Zopa”) unfairly provided him with unaffordable loans. Background Zopa provided Mr S with a first loan in July 2020. The loan was for £2,000.00 and was initially due to be repaid in 12 months. Mr S settled this loan early be... (8 pages)View decision
