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 121262 results
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Decision Reference DRN-3611555
25 Jul 2022 American Express Services Europe Limited UpheldBanking and PaymentsDRN-3611555 The complaint Mrs G complains American Express Services Europe Limited (Amex) cancelled her credit card without informing her. What happened Mrs G says in March 2020 she changed her credit card account to a different style of account with Amex. Mrs G says she went to use her cr... (3 pages)View decision -
Decision Reference DRN-3463057
24 Jul 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3463057 The complaint Mr D complains that a car acquired with finance from Startline Motor Finance Limited wasn’t of satisfactory quality. What happened In May 2021 Mr D was supplied with a car and entered into a finance agreement with Startline. At the point of supply that car was aro... (3 pages)View decision -
Decision Reference DRN-3434569
24 Jul 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3434569 The complaint Ms H complains that Creation Financial Services Limited trading as Creation rejected her section 75 claim. What happened In August 2020 Ms H was supplied with a brand-new car from a dealership and paid using her Creation credit card. The purchase price was £11,327... (3 pages)View decision -
Decision Reference DRN-3484832
23 Jul 2022 Equifax Limited UpheldConsumer CreditDRN-3484832 The complaint Mr I complains that Equifax Limited didn’t deal with his request to amend his credit file. What happened In March 2020, Mr I contacted Equifax as he’d seen information about a third party on his credit file. In August 2020, Equifax asked Mr I for a copy of his bir... (2 pages)View decision -
Decision Reference DRN-3326933
23 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3326933 The complaint H, a limited company, complains about delays to a claim it made to AXA Insurance UK Plc on a landlord protection insurance policy. H is represented in its dealings with our service by its director, Mr F. I’ll refer to Mr F and H within this decision. What happened... (3 pages)View decision -
Decision Reference DRN-3591719
22 Jul 2022 Aberdeen Standard Fund Managers Limited UpheldInvestmentsDRN-3591719 The complaint The estate of Mrs J complains about transfer delays and errors caused by Aberdeen Standard Fund Managers Limited (“Aberdeen”) What happened In September 2017, Aberdeen received instructions on behalf of the late Mrs J, to transfer her entire portfo... (4 pages)View decision -
Decision Reference DRN-3568112
22 Jul 2022 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-3568112 The complaint Mr O complains about Standard Life Assurance Limited’s (Standard Life) role in the delay to the transfer of his self-invested personal pension (SIPP) to a new platform. He says the delay meant his fund dropped by over £100,000 for which he would like to be reimbur... (10 pages)View decision -
Decision Reference DRN-3588497
22 Jul 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3588497 The complaint Mr M complains about a loan provided to him by 1Plus1 Loans Limited, (“1Plus1 Loans”), which he says was unaffordable. The complaint is brought to this service on Mr M’s behalf by a claims’ management company. But for ease, I shall refer below to all actions being... (7 pages)View decision -
Decision Reference DRN-3588712
22 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3588712 The complaint Mr P’s complained about the amount of compensation he was offered by Barclays Bank UK PLC (“Barclays”) when a cheque paid into his account was returned as it was illegible. What happened Mr P paid a cheque for a substantial sum into his bank account. The amount w... (2 pages)View decision -
Decision Reference DRN-3566292
22 Jul 2022 ATLANTA 1 INSURANCE SERVICES LIMITED UpheldInsuranceDRN-3566292 The complaint Mr S complains that Atlanta 1 Insurance Services Limited (trading as Autonet Insurance Group) mishandled his van insurance policy. Where I refer to Autonet, I refer to the above-named company and I include employees and others insofar as I hold Autonet responsible... (3 pages)View decision
