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 122580 results
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Decision Reference DRN-3474196
28 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3474196 The complaint Mr A’s representative has complained, on his behalf, that he was unsuitably advised by Aviva Life & Pensions UK Limited to establish a Free Standing Additional Voluntary Contribution (FSAVC) policy. What happened In April 1994, Mr A established an FSAVC policy... (4 pages)View decision -
Decision Reference DRN-3724432
28 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724432 The complaint Mr H complains that Aviva Insurance Limited is responsible for mishandling his claim on a home emergency insurance policy. Where I refer to Aviva, I refer to the above-named insurance company and I include the home assistance company, its engineers and others inso... (6 pages)View decision -
Decision Reference DRN-3673523
28 Sep 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3673523 The complaint Mr B has complained that Starling Bank Limited registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr B opened an account with Starling. A few weeks later, he received an online transfer, which he then transferred away to ... (3 pages)View decision -
Decision Reference DRN-3700802
28 Sep 2022 PrePay Technologies Limited UpheldBanking and PaymentsDRN-3700802 The complaint Mr Z complains PrePay Technologies Limited, trading as Prepay Solutions (“PPS”) blocked his account and returned the funds held in it to the sender. What happened In March 2021, PPS restricted Mr Z’s account after it received an indemnity from a third-party bank a... (3 pages)View decision -
Decision Reference DRN-3694676
28 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3694676 The complaint Ms F complains NewDay Ltd trading as Pulse won’t send one-time passcodes by email and about the interest rate she was charged on her account which she says was too high. What happened Ms F has a credit card which she took out several years ago – it was a different... (5 pages)View decision -
Decision Reference DRN-3605259
28 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3605259 The complaint Miss M complains that Bank of Scotland plc trading as Halifax told her ex-partner that she wanted to switch to a new fixed interest rate product on their joint mortgage, despite saying that it would not do so. She said her ex-partner was abusive. What happened Mis... (2 pages)View decision -
Decision Reference DRN-3710802
28 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3710802 Complaint Mr S has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr S bought solar panels for his home in 2015. The purchase was funded by a loan from Shawbrook, and that business ... (4 pages)View decision -
Decision Reference DRN-3723389
28 Sep 2022 Clydesdale Bank Plc UpheldConsumer CreditDRN-3723389 The complaint Ms T complains that she is in financial difficulties and Clydesdale Bank Plc trading as Virgin Money (Virgin Money) haven’t given her the help they should. Ms T is represented by Mr F but for ease of reading I will only refer to Ms T in my decision. What happened ... (4 pages)View decision -
Decision Reference DRN-3724232
28 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3724232 The complaint Mrs Z complains that Aviva Insurance Limited haven’t applied the terms of their policy to replace her boiler when it was beyond economic repair and she had to make her own arrangements. What happened Mrs Z holds a heating cover insurance policy with Aviva which i... (3 pages)View decision -
Decision Reference DRN-3649118
28 Sep 2022 Close Brothers Limited UpheldConsumer CreditDRN-3649118 The complaint Mr H complains about the quality of a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (“CB”). What happened On 27 August 2021 Mr H took out a conditional sale agreement with CB fo... (5 pages)View decision
