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 125363 results
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Decision Reference DRN-3878104
18 Jan 2023 Lloyds Bank PLC UpheldInvestmentsDRN-3878104 The complaint Mr H complained that Lloyds Bank PLC provided unsuitable investment advice in 2012 when it recommended Mr H to invest money from a lump sum rather than pay it towards reducing his outstanding mortgage balance. What happened Mr H had recently retired and taken a si... (8 pages)View decision -
Decision Reference DRN-3756336
18 Jan 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-3756336 The complaint Ms S complains about that National Westminster Bank Plc (NatWest) sent her a formal demand letter before the end of a 30-day payment holiday period. She would like her account to be put back to the position it was before this issue arose, her credit file amended a... (2 pages)View decision -
Decision Reference DRN-3780168
18 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3780168 The complaint Ms C complains about AXA Insurance Plc’s (AXA) handling of a claim made under her buildings insurance policy. Any references to AXA include its agents. What happened In June 2021, Ms C noticed some cracking in the home she had moved into with her mother. Ms C cont... (3 pages)View decision -
Decision Reference DRN-3889225
18 Jan 2023 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-3889225 The complaint Mr B complains that Quilter Financial Services Ltd gave him unsuitable advice to transfer the benefits from two Defined-Benefit (‘DB’) occupational pension schemes to a self-invested personal pension (SIPP). He says the advice has caused him a financial loss. What... (8 pages)View decision -
Decision Reference DRN-3892344
18 Jan 2023 One Insurance Limited UpheldInsuranceDRN-3892344 The complaint Ms M complains that One Insurance Limited (One Insurance) delayed in carrying out repairs to her car following a claim on her car insurance policy and didn’t offer her the courtesy car her policy entitled her to. What happened In October 2021, Ms M made a claim on... (3 pages)View decision -
Decision Reference DRN-3875634
18 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3875634 The complaint Mr and Mrs B’s complaint arises out of a mortgage they hold with Barclays Bank UK PLC. They say that Barclays: failed to supply them with mortgage documentation; failed to respond to their Data Subject Access Requests (DSARs). On 17 January 2023 I issued a decis... (2 pages)View decision -
Decision Reference DRN-3887797
18 Jan 2023 Leeds Building Society UpheldMortgagesDRN-3887797 The complaint Ms S is unhappy that Leeds Building Society (LBS) recorded incorrect information on her credit file, showing missed payments for months when she’d made payments or had an arrangement in place. To settle the complaint Ms S wants LBS to pay “severe compensation”. Wh... (2 pages)View decision -
Decision Reference DRN-3907392
18 Jan 2023 Berkshire Hathaway International Insurance Ltd UpheldInsuranceDRN-3907392 The complaint Mr M’s representative complains on his behalf that Berkshire Hathaway International Insurance Ltd (Berkshire) caused unreasonable delays after he made a claim on his motor insurance policy. References to Mr M, or his representative, will include the other. There a... (3 pages)View decision -
Decision Reference DRN-3902384
18 Jan 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3902384 The complaint Mr B complains about how Volkswagen Financial Services (UK) Limited trading as Audi Finance (VWFS) handled the end of his agreement and the collection of his vehicle. Mr B is represented in this complaint by his daughter, Mrs W, but for ease of reference, I’ll ref... (7 pages)View decision -
Decision Reference DRN-3880658
18 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3880658 The complaint Mr C complains that Advantage Insurance Company Limited (Advantage) hasn’t handled his claim on his car insurance policy for a replacement windscreen fairly. What happened Mr C had a car insurance policy that included cover for repairing or replacing his windscree... (4 pages)View decision
