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 120436 results
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Decision Reference DRN-3502384
30 Jun 2022 Short Term Finance Limited UpheldConsumer CreditDRN-3502384 The complaint Miss P, through her representative, complains that Short Term Finance Limited (STFL) lent to her irresponsibly. What happened Information from STFL and Miss P led our adjudicator to create a loan table of 33 loans from August 2012 to March 2021 and as the last thr... (5 pages)View decision -
Decision Reference DRN-3570426
30 Jun 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3570426 The complaint Mr N and Mrs S complained about the difficulties they encountered when trying to redeem their mortgage with Barclays Bank UK PLC (“Barclays”). What happened Mr N and Mrs S had a buy to let mortgage with Barclays. Barclays sent them a letter in early September 2020... (3 pages)View decision -
Decision Reference DRN-3466617
30 Jun 2022 Legal and General Assurance Society Limited UpheldInsuranceDRN-3466617 The complaint Miss T complains that Legal and General Assurance Society Limited (‘L&G’) terminated her income protection claim. What happened Miss T is covered under her employer’s group income protection scheme, the aim of which is to pay benefit in the event she can’t wor... (3 pages)View decision -
Decision Reference DRN-3570269
30 Jun 2022 Experian Limited UpheldConsumer CreditDRN-3570269 The complaint Mrs A is unhappy that Experian Limited merged a close family member’s details into her own credit file. Mrs A says this has caused her a financial loss. What happened Mrs A has told us she was looking to apply for a mortgage of £15,000 in order to move home. The a... (3 pages)View decision -
Decision Reference DRN-3561001
30 Jun 2022 TSB Bank plc UpheldMortgagesDRN-3561001 The complaint Mr S’ complaint is about a mortgage he held with TSB Bank plc and the maturity of a linked mortgage endowment policy. He is unhappy that TSB didn’t claim the maturity proceeds from the policy in a timely manner. What happened Mr S had a part interest-only, part re... (5 pages)View decision -
Decision Reference DRN-3482373
30 Jun 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3482373 The complaint Mr G has complained about his car insurance being cancelled. The cancellation was put in effect by the broker that administers the policy. The policy is provided by the insurer Markerstudy Insurance Company Limited. The cancellation was done whilst the broker was ... (5 pages)View decision -
Decision Reference DRN-3570339
30 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3570339 The complaint Mr S1, Mr S2, Mr S3 and Mrs S have complained about their home insurer AXA Insurance UK Plc in respect of a settlement it made following damage to their property when a boundary wall fell. The complainants are co-owners of the property. But Mr S1 has mainly dealt ... (4 pages)View decision -
Decision Reference DRN-3407741
29 Jun 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3407741 The complaint Mr D complains that Klarna Bank AB (publ) provided incorrect information when he contacted it to ask about changing his payment date. What happened In June 2021 Mr D purchased goods and entered into a fixed sum loan agreement with Klarna. The loan was payable by 1... (2 pages)View decision -
Decision Reference DRN-3504929
29 Jun 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3504929 The complaint Mr J complains about the advice given by Better Retirement Group Ltd (BRG) trading as FIDUCIA PROSPERITY to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to self-invested personal pension (‘SIPP’). He says the advice was unsuita... (8 pages)View decision -
Decision Reference DRN-3569748
29 Jun 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3569748 The complaint Mr C complains that ReAssure Limited failed to collect and apply contributions to his pension plan correctly over a period of time. What happened One of our investigators considered Mr C’s complaint. He sent both parties his assessment of it in November 2021. The ... (3 pages)View decision
