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-3501780
30 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501780 The complaint Mrs B complains about how Aviva Insurance Limited handled her claim on her home insurance. What happened The events surrounding this complaint are well known to both sides, so I will provide only a brief summary here. Mrs B first raised a claim for suspected subs... (5 pages)View decision -
Decision Reference DRN-3425293
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3425293 The complaint Miss O says NewDay Ltd trading as Marbles Card irresponsibly lent to her. What happened Miss O’s complaint is about a credit card account provided by NewDay. The account was opened in December 2015. Miss O was given an initial credit limit of £450. This limit was ... (3 pages)View decision -
Decision Reference DRN-3042920
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3042920 The complaint Mr S complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid to a travel company. What happened Mr S used his Tesco Bank credit card to make two payments to a travel company. He paid it £7,524.49 in July 2018 an... (3 pages)View decision -
Decision Reference DRN-3728109
29 Sep 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3728109 The complaint Mr F complains that Westerby Trustee Services Limited (‘Westerby’) allowed his Self- Invested Personal Pension (‘SIPP’) to be invested in high risk investments. And that Westerby accepted pension business from a firm that only had permissions for insurance and rei... (49 pages)View decision -
Decision Reference DRN-3457244
29 Sep 2022 Premia Solutions Ltd UpheldInsuranceDRN-3457244 The complaint Mr S complains that Premia Solutions Ltd, trading as Kudos Insurance Brokers, mis-sold him a commercial insurance policy. What happened Mr S operates a business I shall refer to as “N”. He took out cover for this business several years ago and his policy has renew... (3 pages)View decision -
Decision Reference DRN-3657237
29 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3657237 The complaint Mr O complains that a car acquired with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (AFS) wasn’t of satisfactory quality. What happened In July 2020 Mr O was supplied with a car and entered into a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-3620701
29 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3620701 The complaint Mrs H has complained to Halifax Share Dealing Limited (HSDL) about the difficulties experienced when trying to use her account. Mrs H has been diagnosed with a form of dementia. A lasting power of attorney (LPA) is in place and Mrs S, her daughter, is one of the a... (3 pages)View decision -
Decision Reference DRN-3506248
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3506248 The complaint Mr U says Tesco Personal Finance PLC – trading as Tesco Bank (‘Tesco’) – has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In December 2019, Mr U paid a holiday park operator I’ll call ‘P’ an annual ‘pitch fee... (3 pages)View decision -
Decision Reference DRN-2941697
29 Sep 2022 Raymond James Investment Services Ltd UpheldInvestmentsDRN-2941697 The complaint Mr and Mrs F complain through their representatives about the service they’ve received from Raymond James Investment Services Ltd. In summary they’re unhappy with the lack of advice and portfolio rebalancing and also think Mr F’s vulnerability hasn’t been taken in... (4 pages)View decision -
Decision Reference DRN-3397787
29 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3397787 The complaint Mr R complains that AXA Insurance UK Plc has treated him unfairly when handling a claim made on his landlord’s buildings insurance policy. What happened The background to this complaint is well known to both AXA and Mr R. It has been ongoing for a number of years ... (5 pages)View decision
