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-4077730
20 Apr 2023 Leeds Building Society UpheldBanking and PaymentsDRN-4077730 The complaint Mr A complains that Leeds Building Society did not do enough to make him aware of changes to his account details. What happened Mr A held a savings account with Leeds. On 12 November 2021 changes were made to the details Mr A would need to use for electronic payme... (2 pages)View decision -
Decision Reference DRN-3990856
20 Apr 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3990856 The complaint Mrs P complains that Creation Financial Services Limited closed her account without a reason. She would like to know the reason. She is unhappy the closure has affected her credit rating. What happened Mrs P had an account with Creation. On 20 January 2022 Creatio... (2 pages)View decision -
Decision Reference DRN-4063313
20 Apr 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-4063313 The complaint Ms T complains that she was unable to access her pension policy with ReAssure Limited (ReAssure) online. ReAssure was unable to say when online access would be restored. Manual calculations took time and Ms T didn’t always receive all of the information she’d requ... (4 pages)View decision -
Decision Reference DRN-4061573
20 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4061573 The complaint Mr M complains that Aviva Life & Pensions UK Limited delayed the transfer of five pension plans to a self-invested personal pension (‘SIPP’). He says he’s lost out on investment growth as a result. What happened In early 2021 Mr M undertook to transfer his fiv... (4 pages)View decision -
Decision Reference DRN-3770156
20 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3770156 The complaint Mr G complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under his pet insurance policy for treatment of his dog. References to CG include their agents who administer the policy. What happened In December 2021 Mr G took his... (5 pages)View decision -
Decision Reference DRN-4088453
20 Apr 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4088453 The complaint Mr and Mrs H’s complaint about Barclays Bank UK PLC (Barclays) relates to their concerns that their offset mortgage has not been properly administered. What happened Mr and Mrs H took out a term reducing offset mortgage with Barclays in 2004 over a 25-year term. T... (4 pages)View decision -
Decision Reference DRN-3950825
20 Apr 2023 Stagemount Limited UpheldConsumer CreditDRN-3950825 The complaint Miss K complains that Stagemount Limited trading as Quidmarket (Quidmarket) gave her loans which she couldn’t afford. What happened Miss K took two loans from Quidmarket between November 2020 and January 2021. I’ve outlined a summary of her borrowing below. loan n... (5 pages)View decision -
Decision Reference DRN-3992506
20 Apr 2023 Valour Finance Limited UpheldConsumer CreditDRN-3992506 The complaint Miss A complains that Valour Finance Limited trading as Savvy.co.uk (Valour) gave her loans that she couldn’t afford to repay due to the amount of existing debt she had. What happened Miss A was advanced a total of three loans between March 2019 and April 2021. I’... (5 pages)View decision -
Decision Reference DRN-4053382
20 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4053382 The complaint Ms L and Mr R complain about Admiral Insurance (Gibraltar) Limited (“AIL”) and the service they received following the claim they made on their home insurance policy. Ms L has acted as the main representative during the claim and complaint process. So, for ease of... (4 pages)View decision -
Decision Reference DRN-3974945
19 Apr 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3974945 The complaint Mr V complains that Scottish Widows Limited (SWL), his pension provider, provided a poor level of service which led to him missing out on investment opportunities. What happened Mr V has three pension policies with SWL. He said that in August 2021, after he’d had ... (6 pages)View decision