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 128312 results
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Decision Reference DRN-3874882
6 Feb 2023 Commsave Credit Union Limited UpheldConsumer CreditDRN-3874882 The complaint Mr W complains that Commsave Credit Union (“Commsave”) lent to him irresponsibly. What happened Mr W took out a series of loans with Commsave from January 2015 to October 2021. Some of these were regular unsecured loans, others were revolving credit arrangements w... (4 pages)View decision -
Decision Reference DRN-3948435
6 Feb 2023 Ageas Insurance Limited UpheldInsuranceDRN-3948435 The complaint Mr G complains about the value Ageas Insurance Limited offered for his car after he made a claim on his car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. Instead, I’ll focus on ... (2 pages)View decision -
Decision Reference DRN-3948430
6 Feb 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3948430 The complaint Mrs L complains that Zurich Assurance Ltd mis-sold her a Free Standing Additional Voluntary Contribution (FSAVC) plan. What happened Mrs L met one of Zurich’s advisers in 1993, when she was 26 years old and earning £16,900 per year as a teacher. Mrs L had been a m... (3 pages)View decision -
Decision Reference DRN-3846068
6 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3846068 The complaint Mrs H complains that her TSB Bank plc online banking facility doesn’t work. What happened Mrs H has a current account with TSB and had been using its online banking facility until May 22. Mrs H has told us that since May 2022 she’s been unable to reliably access ... (2 pages)View decision -
Decision Reference DRN-3948375
6 Feb 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3948375 The complaint Mrs D is unhappy her storm damage claim has been declined by AA Underwriting Insurance Company Limited (AA). What happened In November 2021 Mrs D’s chimney was damaged during a storm, so she made a claim to AA, her buildings insurer. AA sent a surveyor to inspect ... (8 pages)View decision -
Decision Reference DRN-3948433
6 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3948433 The complaint Miss N is unhappy National Westminster Bank Plc (NatWest) declined a payment she made online. What happened In early August 2022 Miss N made a few payments online with the same retailer. All but one payment went through, a reoccurring payment for £6.60 she had set... (2 pages)View decision -
Decision Reference DRN-3947355
6 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3947355 The complaint Mr D complains about the service he received from Nationwide Building Society when he asked it to process a chargeback. What happened Mr D booked a family ski holiday in January 2020, and he used his Nationwide credit card to purchase lift passes to a value of £1,... (4 pages)View decision -
Decision Reference DRN-3670516
6 Feb 2023 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-3670516 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a Self-Invested Personal Pension (SIPP), a type of personal pension plan. Tideway Investment Partners LLP is responsible for answering ... (12 pages)View decision -
Decision Reference DRN-3948086
6 Feb 2023 MBNA Limited UpheldBanking and PaymentsDRN-3948086 The complaint Mrs M complains about the customer service provided by MBNA Limited (“MBNA”) when money was paid into her credit card account in error. What happened Mrs M had a credit card provided by MBNA. In July 2022, she noted that an amount had been paid into her credit car... (4 pages)View decision -
Decision Reference DRN-3632143
6 Feb 2023 TSB Bank plc UpheldMortgagesDRN-3632143 The complaint Mr S and Ms R complain about the way TSB Bank plc (trading as Whistletree) (“TSB”) managed their mortgage. What happened In September 2004 Mr S and Ms R were offered a ‘Together’ mortgage with Northern Rock. After that they took out a mortgage for £95,000 over a 2... (6 pages)View decision