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 120469 results
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Decision Reference DRN-3614911
26 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3614911 The complaint Miss B complained about the customer service she received, and the repairs carried out under her home insurance policy with AXA Insurance UK Plc (“AXA”). What happened Miss B made a claim on her policy on 22 June 2021 when a small stone was flicked up from her law... (3 pages)View decision -
Decision Reference DRN-3614850
26 Jul 2022 Experian Limited UpheldConsumer CreditDRN-3614850 The complaint Mr R complains Experian Limited incorrectly changed details of a County Court Judgment (CCJ) on his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant information below, a... (5 pages)View decision -
Decision Reference DRN-3614819
26 Jul 2022 Soteria Insurance Limited UpheldInsuranceDRN-3614819 The complaint Mr A complains Soteria Insurance Limited trading as Co-Op Insurance took too long to settle a claim he made under his motor insurance policy. A representative has supported Mr A in bringing this complaint, but for simplicity I’ve mainly referred to him in this dec... (5 pages)View decision -
Decision Reference DRN-3568992
26 Jul 2022 Barclays Bank UK PLC UpheldInvestmentsDRN-3568992 The complaint Mr L complains that Barclays Bank UK PLC gave him unsuitable investment advice. He says he was advised to invest too much in one product, that he wasn’t left with a suitable cash reserve, and that he was exposed to too much risk. The complaint is brought on his be... (4 pages)View decision -
Decision Reference DRN-3553148
26 Jul 2022 Northern Bank Limited UpheldMortgagesDRN-3553148 The complaint Mr and Mrs D are unhappy that Northern Bank Limited trading as Danske Bank (and referred to here as Danske) declined their request to port (transfer) their mortgage when they were moving home. They incurred an early repayment charge (ERC) of about £7,000 which the... (3 pages)View decision -
Decision Reference DRN-3612883
26 Jul 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3612883 The complaint Mrs F complains through her representative that Madison CF UK Limited trading as 118 118 Money lent her money on high cost loans that she was unable to afford to repay. What happened 118 118 Money provided Mrs F with the following loans: Date Amount Term Instalmen... (4 pages)View decision -
Decision Reference DRN-3571123
26 Jul 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3571123 The complaint Mr H says J D Williams & Company Limited (“J D Williams”), trading as Jacamo, irresponsibly lent to him. He has requested that the interest and late payment charges he paid on his account be refunded. What happened This complaint is about a catalogue shopping ... (3 pages)View decision -
Decision Reference DRN-3613032
26 Jul 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3613032 The complaint Ms B says Nationwide Building Society failed to process her application to transfer in an ISA and she has lost interest as a result. What happened Ms B says she and her husband gave completed ISA transfer forms to a Nationwide branch on 8 April 2021. She recalls t... (2 pages)View decision -
Decision Reference DRN-3614350
26 Jul 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3614350 The complaint Mrs A complains that Advantage Insurance Company Limited mishandled her claim on her motor insurance policy. Where I refer to Advantage or the insurer, I include employees, contractors and others insofar as I hold Advantage responsible for their acts or omissions.... (4 pages)View decision -
Decision Reference DRN-3614271
26 Jul 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3614271 The complaint Mr S complains Barclays Bank UK PLC defaulted his loan when it shouldn’t have. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on the reasons for my decision. What I’ve decided – and why ... (2 pages)View decision
