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 118878 results
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Decision Reference DRN-3559466
23 Jun 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3559466 The complaint Ms C has complained to Wesleyan Assurance Society (Wesleyan) about the sale of two free-standing additional contribution (FSAVC) plans. Wesleyan has upheld the complaint but Ms C doesn’t agree with the redress methodology it’s used to calculate the loss she’s suff... (8 pages)View decision -
Decision Reference DRN-3446908
23 Jun 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3446908 The complaint Mr H is unhappy with how Inter Partner Assistance SA (IPA) has dealt with his claim made under his home emergency insurance policy. What happened The background to this case is well known to both parties and has been summarised by our investigator in her view of t... (4 pages)View decision -
Decision Reference DRN-3358908
23 Jun 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3358908 The complaint Miss W complains about the way Creation Consumer Finance Ltd (‘Creation’) responded to a claim she made under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened In January 2020 Miss W bought a sofa with a fixed sum loan from Creation. She say... (3 pages)View decision -
Decision Reference DRN-3551490
23 Jun 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3551490 The complaint Ms S complains about the delays Royal & Sun Alliance Insurance Limited trading as More Th>n (“RSA”) have caused when she made a claim on her home insurance policy. What happened The background of this complaint is well known to both parties and has been det... (2 pages)View decision -
Decision Reference DRN-3555725
23 Jun 2022 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3555725 The complaint Mr C has complained that Home Retail Group Card Services Limited trading as Argos Card has treated him unfairly by defaulting his account and preventing him from re-paying his balance due to his disability. He says he’s been subjected to discrimination. What happe... (4 pages)View decision -
Decision Reference DRN-3521687
23 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3521687 The complaint Ms R complains that New Day Ltd trading as Marbles Classic unfairly recorded her account as in default and sold it to a third party when she experienced a period of financial difficulty. What happened Ms R had a credit card with Marbles. In 2019, she experienced s... (3 pages)View decision -
Decision Reference DRN-3559108
23 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3559108 The complaint Ms R complains about Barclays Bank UK PLC’s actions when she fell victim to a fraudster and was left significantly out of pocket. What happened Both parties are familiar with the detail surrounding the scam, so I will not repeat that in detail here. But in summary... (4 pages)View decision -
Decision Reference DRN-3559143
23 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3559143 The complaint Mr and Mrs S complain that HSBC UK Bank Plc hasn’t reimbursed them for money lost to a fraudulent investment. What happened This complaint relates to money lost on Mr S’s sole credit card and from his joint account with Mrs S, using his debit card. Mr S says he sa... (6 pages)View decision -
Decision Reference DRN-3430887
23 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3430887 The complaint Mr G complains that Aviva Insurance Limited has unfairly declined a claim for damage to his property under his commercial property insurance policy. For ease, any reference to Mr G and Aviva includes things said and done by their respective agents. What happened T... (11 pages)View decision -
Decision Reference DRN-3495252
23 Jun 2022 Nationwide Building Society UpheldInsuranceDRN-3495252 The complaint Mr R complains about the way Nationwide Building Society dealt with his data rights requests. What happened Mr R complained about the sale of his income protection policy. He also complained about the way Nationwide handled subsequent requests he’d made for inform... (2 pages)View decision
