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-3619305
10 Jan 2023 AXA Insurance UK Plc UpheldInsuranceDRN-3619305 The complaint Mr B and Ms S complain that AXA Insurance UK plc (‘AXA’) unfairly declined a claim for water damage under their home insurance policy. Both Mr B and Ms S are named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simpli... (3 pages)View decision -
Decision Reference DRN-3890370
10 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3890370 The complaint Mr H complained about poor service he received from Barclays Bank UK PLC after there were two disputed transactions on his Barclaycard credit card. What happened Mr H made a balance transfer to Barclaycard, which he paid off in around 2018, leaving a nil balance. ... (4 pages)View decision -
Decision Reference DRN-3889849
10 Jan 2023 Santander UK Plc UpheldMortgagesDRN-3889849 The complaint Mr S complains that Santander UK Plc treated him unfairly when he asked to extend the term of his interest only mortgage. He says it caused delays during which time interest rates increased. He asks that it offers him an extension on the rates available in early 2... (4 pages)View decision -
Decision Reference DRN-3853026
10 Jan 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3853026 The complaint Mrs H complains about how Ikano Bank AB (publ) dealt with her loan account. What happened Mrs H says she was given misleading and incorrect information from Ikano about her loan. She says as a result her credit file was affected, and two late payments were incorre... (2 pages)View decision -
Decision Reference DRN-3368435
10 Jan 2023 AJH Financial Services Ltd UpheldPensions and AnnuitiesDRN-3368435 The complaint Mr M complains about the suitability of the advice provided by AJH Financial Services Ltd (“AJH”) in February 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr M is represente... (17 pages)View decision -
Decision Reference DRN-3876819
10 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3876819 The complaint Mr M complains that Nationwide Building Society (“Nationwide”) blocked transactions on his account while he was on holiday, causing him inconvenience and expense. What happened Mr M holds a credit card account with Nationwide. Last year, he and his wife went abroa... (4 pages)View decision -
Decision Reference DRN-3845175
10 Jan 2023 Right Choice Insurance Brokers Ltd UpheldInsuranceDRN-3845175 The complaint Mr M complains that Right Choice Insurance Brokers Ltd didn’t give him a refund when he cancelled his motor insurance policy. He wants to be charged just for his time on cover and compensated. What happened Mr M took out a policy through Right Choice, but he agree... (2 pages)View decision -
Decision Reference DRN-3890626
10 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3890626 The complaint Mrs B complains that NewDay Ltd trading as Fluid was irresponsible in its lending to her. Mrs B is represented by a family member but for ease of reference I have referred to Mrs B throughout this decision. What happened Mrs B was provided with a Fluid credit card... (3 pages)View decision -
Decision Reference DRN-3773550
10 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3773550 The complaint Mr S complained that his claim for theft was unfairly settled under his car policy with Advantage Insurance Company Limited (“Advantage”). What happened Mr S made a claim to Advantage when during the night his car was stolen from outside his house. He said he was ... (3 pages)View decision -
Decision Reference DRN-3850457
10 Jan 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3850457 The complaint Mr C has complained about his insurer Accredited Insurance (Europe) Ltd (AIE) because it has declined his claim for his stolen but recovered car. What happened Mr C’s car was stolen, and recovered, in May 2020. AIE began considering a claim for it. But Mr C became... (2 pages)View decision
