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 123656 results
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Decision Reference DRN-3720482
30 Sep 2022 National Savings and Investments UpheldInvestmentsDRN-3720482 The complaint Mr T has complained about the interest rates National Savings and Investments (‘NS&I’) applied to his Guaranteed Growth Bonds (‘GGB’) when he renewed them in 2020 upon maturity. What happened Mr T had two bonds which were coming to maturity in December 2020. O... (8 pages)View decision -
Decision Reference DRN-3672929
30 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3672929 The complaint Mrs A complains that ReAssure Limited’s online portal showed her pension policy as terminated despite her belief it retained a value of around £60,000. Mrs A eventually transferred out her policy as she didn’t feel it was safe with ReAssure. What happened Mrs A ha... (3 pages)View decision -
Decision Reference DRN-3501780
30 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501780 The complaint Mrs B complains about how Aviva Insurance Limited handled her claim on her home insurance. What happened The events surrounding this complaint are well known to both sides, so I will provide only a brief summary here. Mrs B first raised a claim for suspected subs... (5 pages)View decision -
Decision Reference DRN-3425293
29 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3425293 The complaint Miss O says NewDay Ltd trading as Marbles Card irresponsibly lent to her. What happened Miss O’s complaint is about a credit card account provided by NewDay. The account was opened in December 2015. Miss O was given an initial credit limit of £450. This limit was ... (3 pages)View decision -
Decision Reference DRN-3042920
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3042920 The complaint Mr S complains that Tesco Personal Finance plc, trading as Tesco Bank, won’t refund to him the money that he paid to a travel company. What happened Mr S used his Tesco Bank credit card to make two payments to a travel company. He paid it £7,524.49 in July 2018 an... (3 pages)View decision -
Decision Reference DRN-3728109
29 Sep 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3728109 The complaint Mr F complains that Westerby Trustee Services Limited (‘Westerby’) allowed his Self- Invested Personal Pension (‘SIPP’) to be invested in high risk investments. And that Westerby accepted pension business from a firm that only had permissions for insurance and rei... (49 pages)View decision -
Decision Reference DRN-3457244
29 Sep 2022 Premia Solutions Ltd UpheldInsuranceDRN-3457244 The complaint Mr S complains that Premia Solutions Ltd, trading as Kudos Insurance Brokers, mis-sold him a commercial insurance policy. What happened Mr S operates a business I shall refer to as “N”. He took out cover for this business several years ago and his policy has renew... (3 pages)View decision -
Decision Reference DRN-3657237
29 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3657237 The complaint Mr O complains that a car acquired with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (AFS) wasn’t of satisfactory quality. What happened In July 2020 Mr O was supplied with a car and entered into a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-3620701
29 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3620701 The complaint Mrs H has complained to Halifax Share Dealing Limited (HSDL) about the difficulties experienced when trying to use her account. Mrs H has been diagnosed with a form of dementia. A lasting power of attorney (LPA) is in place and Mrs S, her daughter, is one of the a... (3 pages)View decision -
Decision Reference DRN-3506248
29 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3506248 The complaint Mr U says Tesco Personal Finance PLC – trading as Tesco Bank (‘Tesco’) – has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In December 2019, Mr U paid a holiday park operator I’ll call ‘P’ an annual ‘pitch fee... (3 pages)View decision
