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 119142 results
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Decision Reference DRN-3193173
7 Jul 2022 Embark Services Limited UpheldPensions and AnnuitiesDRN-3193173 The complaint Mr T complains about the poor service and delays he experienced when he moved his SIPP from Embark Services Limited to another SIPP provider. In order to put matters right Mr T wants Embark to refund all the fees it applied to his account in 2020, pay the fees his... (4 pages)View decision -
Decision Reference DRN-3581257
7 Jul 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3581257 The complaint Miss P complains that she can’t access her TransUnion International UK Limited credit report online. She’s unhappy with TransUnion’s response to her concerns. What happened In 2021, Miss P wanted to make use of some of the third-party platforms which offer consume... (2 pages)View decision -
Decision Reference DRN-3584094
7 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3584094 The complaint Mr and Mrs M complain that a large payment they sent overseas from TSB Bank plc was rejected. They lost money through different exchange rates when it was returned. They said this happened because of mistakes made by TSB, and they wanted TSB to pay for the loss. W... (3 pages)View decision -
Decision Reference DRN-3583843
7 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3583843 The complaint Mr A complains that Bank of Scotland plc trading as Halifax told him he couldn’t qualify for a mortgage with only a 5% deposit, because of his credit file. But it now says it will only lend on the property he wants to buy if he can pay a 15% deposit. What happened... (4 pages)View decision -
Decision Reference DRN-3584776
7 Jul 2022 BISL Limited UpheldInsuranceDRN-3584776 The complaint Miss P is unhappy with BISL Limited for how they’ve administered her motor insurance policy. Miss P took out a motor insurance policy with Company GI - BISL arranges and administers policies for Company GI. As the matters in this complaint fall under the responsib... (4 pages)View decision -
Decision Reference DRN-3584161
7 Jul 2022 Harvey & Thompson Limited UpheldConsumer CreditDRN-3584161 The complaint Mrs D complains that the loans she had from Harvey & Thompson Limited were unaffordable to her. What happened Mrs D had five loans from Harvey & Thompson between April 2017 and August 2018 as follows: Loan Date Amount Term Max Monthly Repayment Due Repaid ... (3 pages)View decision -
Decision Reference DRN-3370244
7 Jul 2022 Building Block Insurance PCC Ltd UpheldInsuranceDRN-3370244 The complaint Mrs W complains about Building Block Insurance PCC Limited (BBI) rejecting a claim under her pet insurance policy for treatment to her dog. References to BBI include their agents who administer the policy. What happened Mrs W had a dog covered by a pet insurance p... (3 pages)View decision -
Decision Reference DRN-3559752
7 Jul 2022 British Gas Services Limited UpheldInsuranceDRN-3559752 The complaint Miss H complains about how British Gas Services Limited handled her request for an annual service and subsequent problems with her boiler. What happened Miss H had a home care policy with British Gas. This included an annual service of her boiler. In October 2021 ... (2 pages)View decision -
Decision Reference DRN-3584278
7 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3584278 The complaint Mr W complains that Madison CF UK Limited (“118 118 Money”) lent to him in an irresponsible manner. What happened Mr W was given 3 loans by 118 118 Money. He borrowed £2,250 in February 2016 and agreed to repay this over 24 months. He refinanced that loan in March... (4 pages)View decision -
Decision Reference DRN-3581644
7 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3581644 The complaint Mr G has complained about the way Advantage Insurance Company Limited handled a claim he made under his car insurance policy. All reference to the insurer Advantage in my decision includes its agents. What happened Mr G was involved in an incident on 31 October 20... (5 pages)View decision
