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 121074 results
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Decision Reference DRN-3497810
25 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3497810 The complaint Mr S complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr S in October 2016. They initially provided a credit limit of £300 but in ... (3 pages)View decision -
Decision Reference DRN-2913472
25 Aug 2022 TWP Wealth Limited UpheldBanking and PaymentsDRN-2913472 The complaint Mr and Mrs W complain that TWP Wealth Limited (TWP) won’t refund them the money they lost as the result of a fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the ... (5 pages)View decision -
Decision Reference DRN-3668825
25 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3668825 The complaint Ms W complains that AXA Insurance UK Plc has made an unfair claim decision on a claim made on her building’s insurance. And has unfairly increased the cost of her insurance. What happened Ms W’s insurance has been underwritten by AXA since October 2019. She explai... (6 pages)View decision -
Decision Reference DRN-3661352
25 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3661352 The complaint Mr J complains about a decision taken by Lloyds Bank Plc (Lloyds”) not to reimburse him £1,900 he paid to a hotel in 2019, how it handled his claim for this reimbursement and about notes it added to his customer profile in respect of his hearing difficulties. .Wha... (3 pages)View decision -
Decision Reference DRN-3668986
25 Aug 2022 Experian Limited UpheldConsumer CreditDRN-3668986 The complaint Mrs K has complained that Experian Limited recorded someone else’s county court judgement (CCJ) on her credit file. What happened In 2019, a third party had a CCJ registered against them. However, this was then added to Mrs K’s Experian credit file by mistake. Thr... (5 pages)View decision -
Decision Reference DRN-3149371
25 Aug 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3149371 The complaint Mr P has complained that he was given unsuitable advice by Barclays Bank UK PLC to invest in the Barclays Managed Growth fund. What happened In March 1999, Mr P was advised to invest £6,000 in the Barclays Managed Growth fund within a Personal Equity Plan (PEP). H... (5 pages)View decision -
Decision Reference DRN-3579228
25 Aug 2022 Nationwide Building Society UpheldMortgagesDRN-3579228 The complaint Miss H complains about the service Nationwide Building Society provided during her mortgage application process and when releasing the mortgage funds. What happened Miss H applied for a mortgage for a new property with Nationwide Building Society in October 2021. ... (3 pages)View decision -
Decision Reference DRN-3667538
25 Aug 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3667538 The complaint Mrs Y complains that Liverpool Victoria Insurance Company Ltd (LV) won’t cover the cost of putting right the repairs that were carried out under her home insurance policy. What happened On 5 December 2021 there was a break in at Mrs Y’s home. The glass in two wind... (4 pages)View decision -
Decision Reference DRN-3645711
25 Aug 2022 Symmetric Systems Ltd UpheldClaims ManagementDRN-3645711 The complaint Miss W’s complained that Symmetric Systems Ltd (SSL) have invoiced her in respect of a claim to recover mis-sold payment protection insurance (PPI), even though the claim was completed before she instructed them. What happened In May 2019, Miss W signed a letter o... (2 pages)View decision -
Decision Reference DRN-3645250
25 Aug 2022 Lonsdale Services Ltd UpheldPensions and AnnuitiesDRN-3645250 The complaint Ms R complains about the advice that Lonsdale Services Ltd gave in relation to a pension drawdown strategy. She says she’s now suffered a financial loss as she’s paid more tax than she was expecting. What happened Ms R had several different pensions. She initially... (11 pages)View decision
