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 121876 results
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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 -
Decision Reference DRN-3609587
22 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3609587 The complaint Mr M complains that Lloyds Bank PLC failed to credit his account with the full amount after issuing a receipt for cash deposited in a branch. What happened Mr M visited a branch of Lloyds to make a cash deposit. He didn’t know the exact amount he was depositing at... (3 pages)View decision -
Decision Reference DRN-3574152
22 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3574152 The complaint Mr M complains that Lloyds Bank PLC failed to refund transactions he didn’t recognise. What happened After receiving a fraud notification from Lloyds, Mr M reviewed historical transactions on his account. At that point he noticed a large number of transactions tha... (3 pages)View decision -
Decision Reference DRN-3605932
22 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3605932 The complaint Ms O complains that Bank of Scotland plc (trading as Halifax) treated her unfairly when it agreed a payment arrangement for a joint mortgage without her consent. What happened Ms O took out a mortgage with Halifax in mid-2017, with her ex-partner. Ms O separated f... (3 pages)View decision -
Decision Reference DRN-3560970
22 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3560970 The complaint Mr C has complained about his previous motor insurer AXA Insurance UK Plc because it didn’t tell him about a claim it had received notification of from a third-party. What happened Mr C was involved in a minor incident with another car in May 2021. At that time he... (2 pages)View decision -
Decision Reference DRN-3231265
22 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3231265 The complaint Mr D complains that a used car supplied by Blue Motor Finance Ltd (BMF) under a hire purchase agreement (HPA) is of unsatisfactory quality. What happened Mr D got the car in January 2021. He had problems a month or so later and contacted the supplying dealer after... (3 pages)View decision -
Decision Reference DRN-3610977
22 Jul 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3610977 The complaint Mr M is unhappy that American Express Services Europe Limited (AESEL) (“AmEx”) reported adverse information to his credit file. What happened Mr M had an AmEx charge card which he used regularly and to which he made regularly monthly payments without incident. In ... (3 pages)View decision
