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-3720606
29 Sep 2022 ACI-UK LIMITED UpheldConsumer CreditDRN-3720606 The complaint Miss R complains ACI-UK Limited applied a credit to an account they shouldn’t have, and she’s unhappy they haven’t refunded her this money when they said they would. Another company was involved in this complaint, but as ACI are responsible for it, I’ve just refer... (3 pages)View decision -
Decision Reference DRN-3536207
29 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3536207 The complaint Mr G has complained that Barclays Bank UK PLC (“Barclays”) did not remove Tech and Travel packs that were associated with his account. What happened Mr G has explained that around three years ago, he contacted Barclays and asked for his Tech and Travel packs to be... (2 pages)View decision -
Decision Reference DRN-3659120
28 Sep 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3659120 The complaint Mr M complains that a car acquired with finance from BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened In March 2020 Mr M was supplied with a brand new car and entered into a hire agreement with BMWFS. Mr M experienced an issue with... (2 pages)View decision -
Decision Reference DRN-3672500
28 Sep 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3672500 The complaint Mrs B has complained that The National Farmers Union Mutual Insurance Society Limited (NFU Mutual) has voided the insurance policy she took out for her horse on the ground that she had made misrepresentations to it when taking out the policy. She has also complain... (5 pages)View decision -
Decision Reference DRN-3699441
28 Sep 2022 Premier Insurance Company Limited UpheldInsuranceDRN-3699441 The complaint Mrs N complained about Premier Insurance Company Limited’s handling of her claim under her motor insurance policy. What happened Mrs N’s car was damaged in an incident which wasn’t her fault. Premier decided that it was uneconomical to repair and offered her £6,18... (3 pages)View decision -
Decision Reference DRN-3675662
28 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3675662 The complaint Mrs J complains about Aviva Insurance Limited (Aviva) under her home emergency policy, about how they dealt with a leak at her property and damage to flooring. References to Aviva include their agents who provide services and deal with claims under the policy. Mrs... (6 pages)View decision -
Decision Reference DRN-3725929
28 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3725929 The complaint Mrs T complains ReAssure Limited failed in the service they provided on her pension plan. What happened After Mrs T’s pension was transferred to ReAssure, her monthly contribution to her pension (of £160) wasn’t collected for August 2020. This happened again in Oc... (4 pages)View decision -
Decision Reference DRN-3237540
28 Sep 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3237540 The complaint Mr S complains about problems he experienced with Sainsbury’s Bank Plc (“Sainsbury’s”) when he tried to inform them of address changes and then close his savings account. What happened Mr S opened a Variable Cash ISA account (“ISA”) with Sainsbury’s in 2016. On 18... (3 pages)View decision -
Decision Reference DRN-3551526
28 Sep 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3551526 The complaint Mr G complains that HSBC UK Bank Plc unfairly closed and defaulted two loans. What happened Mr G had two loans with HSBC and successfully applied for payment holidays during the summer of 2020. HSBC wrote to Mr G before the end of the payment holidays. In August 2... (2 pages)View decision -
Decision Reference DRN-3722852
28 Sep 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3722852 The complaint Mr H complains Advanced Payment Solutions Limited trading as Cashplus (“APS”) hasn’t assisted him in a dispute over a payment made for scuba diving lessons. What happened The complaint has its roots in a purchase of 5 scuba diving lessons for Mr H’s partner’s two ... (4 pages)View decision
