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 123872 results
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Decision Reference DRN-3772499
26 Oct 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3772499 The complaint Mr and Mrs S have complained about the service provided by Lloyds Bank General Insurance Limited (‘Lloyds’) under their buildings insurance policy. For avoidance of doubt, in this decision, ‘Lloyds’ includes its representatives, agents and contractors. What happen... (3 pages)View decision -
Decision Reference DRN-3773516
26 Oct 2022 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3773516 The complaint Mr K complains Volkswagen Financial Services (UK) Limited (“VWFS”) supplied him with a car that he believes wasn’t of satisfactory quality. Mr K is represented by his father but for the purposes of this decision, I will refer to Mr K as the agreement i... (5 pages)View decision -
Decision Reference DRN-3764216
26 Oct 2022 Ulster Bank Ltd UpheldBanking and PaymentsDRN-3764216 The complaint Mr M complains that Ulster Bank Ltd won’t refund money he lost as a result of a scam. What happened On 4 October 2022 I issued my provisional decision on this complaint. I gave both parties an opportunity to respond with further information before I issued my fina... (9 pages)View decision -
Decision Reference DRN-3682140
26 Oct 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3682140 The complaint Ms P complains NewDay Ltd trading as Aqua (NewDay) gave her unaffordable credit limits. What happened Ms P applied for a NewDay credit card, branded as Marbles. NewDay gave Ms P an initial £300 credit limit. Five months later, NewDay increased the credit limit to ... (3 pages)View decision -
Decision Reference DRN-3773220
26 Oct 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3773220 The complaint Mr L is unhappy that PayPal (Europe) Sarl et Cie SCA continue to share his personal data with a third-party company without his permission. What happened Mr L logged into his online PayPal account and removed his consent for PayPal to share his data with third-par... (2 pages)View decision -
Decision Reference DRN-3685003
25 Oct 2022 Kings UpheldPensions and AnnuitiesDRN-3685003 The complaint Ms E’s representative has complained, on her behalf, about the advice Kings gave her to transfer defined benefits from her occupational pension scheme (OPS) into a “section 32” pension policy. What happened At the time of the advice to transfer in 2002, Ms E was 5... (7 pages)View decision -
Decision Reference DRN-3772287
25 Oct 2022 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-3772287 The complaint Mrs B is unhappy The Royal London Mutual Insurance Society Limited (trading as Scottish Provident) declined her claim. Mrs B is represented in this complaint, but for ease I’ll refer to all submissions being made by Mrs B. What happened Mrs B had an income protect... (5 pages)View decision -
Decision Reference DRN-3731368
25 Oct 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3731368 The complaint Ms W is unhappy that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) declined a part of her travel insurance claim. What happened Ms W took out an annual multi-trip travel insurance policy on 24 January 2020 to cover a two-month tr... (7 pages)View decision -
Decision Reference DRN-3423020
25 Oct 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3423020 The complaint Mrs M complains that Bank of Scotland plc (BoS) hasn’t refunded a payment of £49.99 which she says she didn’t make. What happened Both parties are aware of the details of what has happened, so I won’t go into too much detail here. In summary, Mrs M gave her debit ... (3 pages)View decision -
Decision Reference DRN-3290340
25 Oct 2022 Lemonade LLP UpheldPensions and AnnuitiesDRN-3290340 The complaint Mr P complains about the suitability of the advice and level of service provided by Lemonade LLP trading as Informed Pensions (“Informed Pensions”). He complains that Informed Pensions advised him to start an unsuitable self-invested personal pension (“SIPP”) prov... (6 pages)View decision
