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-3708958
20 Sep 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3708958 The complaint Mr C complains that The Co-operative Bank Plc (‘Co-op’) hasn’t reimbursed the money he says he transferred to a fraudster. What happened What Mr C says Mr C says that he and his wife wanted to have a garden room built to use as a gym. They found a company I’ll ref... (7 pages)View decision -
Decision Reference DRN-3698811
20 Sep 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3698811 The complaint Mrs G complains that Mitsubishi HC Capital UK Plc trading as Hitachi Personal Finance lent to her when it shouldn’t have. What happened I issued a provisional decision in this case on 11 August 2022, where I set out a detailed background to this complaint. An exce... (5 pages)View decision -
Decision Reference DRN-3214232
20 Sep 2022 Arch Insurance (UK) Limited UpheldInsuranceDRN-3214232 The complaint Mr B complains Arch Insurance (UK) Limited handled his property insurance claim poorly. What happened In March 2019 Mr B made a claim on his Arch property owners insurance policy. A vehicle damaged his building by crashing into it. He had to close the ground floor... (5 pages)View decision -
Decision Reference DRN-3356623
20 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3356623 The complaint Miss L complains that Barclays Bank UK PLC (‘Barclays’) won’t refund payments she says she didn’t make from her account. What happened Miss L says that she met someone through social media. He said he would buy her clothes and asked for her address to send them to... (3 pages)View decision -
Decision Reference DRN-3438663
20 Sep 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3438663 The complaint Mr S complains Aviva Life & Pensions UK Limited gave him incorrect information about his pension plans. What happened Mr S held three pension plans with Aviva, I’ll refer to these as plans ending 8L, 8T and 9J. In 2020, Mr S decided to retire as his health was... (3 pages)View decision -
Decision Reference DRN-3660789
20 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3660789 The complaint Ms T complains about the problems she’s faced when transferring her share dealing account from ITI Capital Limited. She complains that it took too long to transfer her shares and cash, and this has caused significant distress and left her without access to her inv... (3 pages)View decision -
Decision Reference DRN-3706046
17 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3706046 The complaint Mr I and Miss W complain that U K Insurance Limited mishandled a claim on the home emergency section of their home insurance policy. Where I refer to UKI, I refer to the above-named insurance company and I include its claims management company or home services pro... (5 pages)View decision -
Decision Reference DRN-3669218
17 Sep 2022 Elderbridge Limited UpheldMortgagesDRN-3669218 The complaint Mrs C and Mr C have complained that Elderbridge Limited didn’t notify them about missed payments on their mortgage between 2018 and 2021. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (2 pages)View decision -
Decision Reference DRN-3630341
16 Sep 2022 Phoenix Life Limited UpheldInvestmentsDRN-3630341 The complaint Mr and Mrs G complain that Phoenix Life Limited has incorrectly administered their reviewable unit-linked whole of life policy, when applying annual indexation to the policy premiums and sum assured. They say this meant that when they came to make a claim in 2019,... (4 pages)View decision -
Decision Reference DRN-3455873
16 Sep 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3455873 The complaint Mr W has complained that Ikano Bank AB (publ) (“Ikano”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Mr W is represented in this complaint by a claims management company (“CMC”). B... (4 pages)View decision
