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 128535 results
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Decision Reference DRN-4088025
28 Apr 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4088025 The complaint Mr and Mrs K complain that Lloyds Bank General Insurance Limited won’t pay their costs associated with the repair/ renewal of underground pipes in respect of their claim for accidental damage to their underground pipes. Whilst noting they are joint policyholders, ... (7 pages)View decision -
Decision Reference DRN-4063030
28 Apr 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4063030 The complaint Mr W complains that Options UK Personal Pensions LLP (‘Options’) shouldn’t have accepted his application to transfer his defined benefit occupational pension into a self- invested personal pension (‘SIPP’) and invest his funds in a Friends Provident International ... (39 pages)View decision -
Decision Reference DRN-4103422
28 Apr 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4103422 The complaint Mr R complains that American Express Services Europe Limited (AESEL) reduced his credit limit without any warning, didn’t help him with his financial difficulties and didn’t make reasonable adjustments for him in the way they communicated. What happened Mr R has t... (5 pages)View decision -
Decision Reference DRN-3858357
28 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3858357 The complaint Miss R is unhappy with Barclays Bank UK PLC (Barclays) because it’s not waiving the remaining 50% of the £38,900 loan, she was tricked into to taking out as part of a romance scam. What happened The circumstances that led to this complaint are well known, so I won... (5 pages)View decision -
Decision Reference DRN-3915647
28 Apr 2023 American International Group UK Limited UpheldInsuranceDRN-3915647 The complaint Mr M complains about American International Group (UK) Limited (AIG) who declined his claim and misadvised him, under his gadget insurance policy. What happened Mr M had two mobile phones. One that he used and the other was used by his partner. His partner’s phone... (3 pages)View decision -
Decision Reference DRN-4104283
28 Apr 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4104283 The complaint Mr T complains that Capital One (Europe) plc have irresponsibly lent to him. What happened Mr T was approved for two Capital One credit cards which I will refer to as A and B. I have detailed the initial credit limits and the credit increases for A below. Card A –... (7 pages)View decision -
Decision Reference DRN-4056113
28 Apr 2023 Asurion Europe Limited UpheldInsuranceDRN-4056113 The complaint Miss D has complained about Asurion Europe Limited’s (Asurion’s) handling of a claim she made under her mobile phone insurance policy. What happened Miss D made a claim on her mobile phone insurance policy which was accepted. Asurion sent out a replacement phone w... (3 pages)View decision -
Decision Reference DRN-4048852
28 Apr 2023 Brazier Consulting Services Ltd UpheldClaims ManagementDRN-4048852 The complaint Mr M complains that Brazier Consulting Services Ltd (Brazier) failed to pursue a mis-sold payment protection insurance (PPI) complaint which meant he’s lost the opportunity to have his claim investigated. What happened Mr M said he was “cold called” by Brazier abo... (3 pages)View decision -
Decision Reference DRN-4099788
28 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4099788 The complaint Mrs P complains that Barclays Bank UK PLC trading as Barclaycard failed to collect a direct debit which led to interest being incurred on her credit card. What happened The background to this complaint and my initial conclusions were set out in my provisional deci... (3 pages)View decision -
Decision Reference DRN-4104893
28 Apr 2023 Lloyds Bank PLC UpheldInvestmentsDRN-4104893 The complaint Mrs W complains that Lloyds Bank PLC gave her unsuitable investment advice. This complaint is brought on behalf of Mrs W by a claims management company but to keep things simple, I’ll refer to Mrs W throughout, as the complainant. What happened Mrs W was provided ... (4 pages)View decision