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 122624 results
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Decision Reference DRN-3677678
13 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3677678 The complaint Mrs H is unhappy how Barclays Bank UK PLC have handled her request for help to recover money following the cancellation of holidays she had booked. Mrs H has been represented by her son throughout this complaint, but for ease of reading I’ll refer only to Mrs H wi... (3 pages)View decision -
Decision Reference DRN-3751836
13 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3751836 The complaint Mr B complained that Aviva Insurance Limited (“Aviva”) unfairly settled his claim for water damage under his home insurance policy. What happened In 2017 Mr B claimed for damage to his kitchen units following a water leak. Aviva appointed a loss adjuster to review... (3 pages)View decision -
Decision Reference DRN-3613872
13 Oct 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3613872 The complaint Ms P complains that Bank of Scotland plc, trading as Halifax, won’t refund the money she lost when she was the victim of a scam. What happened Ms P and her family were looking for ways to grow their money and were told by a family friend about an investment compan... (4 pages)View decision -
Decision Reference DRN-3518182
13 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3518182 The complaint Mr and Mrs J complain that AXA Insurance UK plc declined their claim against their travel insurance policy. They also complain about the difficulties they had in contacting AXA. What happened The details of this complaint are well known to both parties, so I won’t... (3 pages)View decision -
Decision Reference DRN-3751651
13 Oct 2022 Amtrust Europe Limited UpheldInsuranceDRN-3751651 The complaint Mr D complained that his claim for damage under his home warranties / sofa care policy was unfairly declined by Amtrust Europe Limited (“Amtrust”). What happened When Mr D bought two sofas around three years ago, he bought a protection policy for them which was pr... (3 pages)View decision -
Decision Reference DRN-3669257
13 Oct 2022 Oakbrook Finance Limited UpheldConsumer CreditDRN-3669257 The complaint Mrs L complains through her representative that OAKBROOK FINANCE LIMITED trading as Likely Loans irresponsibly lent her money on high cost loans that she was unable to afford to repay. What happened Likely Loans provided Mrs L with the following loans: Date of loa... (4 pages)View decision -
Decision Reference DRN-3438531
13 Oct 2022 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-3438531 The complaint Mr S has complained that Interactive Investor Services Limited required him to complete a new form to continue receiving his income withdrawals when his Self Invested Personal Pension (SIPP) account was transferred to it, but that it didn’t inform him of this requ... (4 pages)View decision -
Decision Reference DRN-3620964
13 Oct 2022 Allianz Insurance Plc UpheldInsuranceDRN-3620964 The complaint J complains that Allianz Insurance Plc has unfairly maintained its position to decline its claim on its property insurance policy. Mr P has brought this complaint on behalf of J. What happened Mr P is a director of J. J owns a property that is covered by an insura... (3 pages)View decision -
Decision Reference DRN-3749996
13 Oct 2022 Punter Southall SIPP Limited UpheldPensions and AnnuitiesDRN-3749996 The complaint Mrs E complains that PSFM SIPP Limited (PSFM) failed to carry out due diligence checks when accepting her application for a Self-Invested Personal Pension (SIPP) in 2011. She says it didn’t carry out appropriate checks on the advisor who recommended the transactio... (20 pages)View decision -
Decision Reference DRN-3747658
13 Oct 2022 Morses Club PLC UpheldConsumer CreditDRN-3747658 The complaint Mrs H complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it lent to her. Had it done so, Morses would’ve discovered she couldn’t afford to repay these loans. What happened Mrs H was advanced 8 hom... (6 pages)View decision
