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-3914487
25 Jan 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3914487 The complaint Mr E says Tesco Personal Finance PLC irresponsibly lent to him. What happened Mr E opened a credit card with Tesco on 23 March 2017. He was given a £4,300 credit limit. The account defaulted in July 2019 and is being repaid through Mr E’s debt management plan. Mr ... (3 pages)View decision -
Decision Reference DRN-3826263
25 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3826263 The complaint Mr and Mrs W complain about their home emergency insurance (‘Homecare’) policy with British Gas Insurance Limited. Any reference to British Gas includes the actions of any agents – such as engineers acting on their behalf. What happened The background to this comp... (3 pages)View decision -
Decision Reference DRN-3865212
25 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3865212 The complaint Mr and Mrs E complained about the delays and the management of their damage claim following a leak at their home. They had a home insurance policy with esure Insurance Limited (“esure”). What happened Mr and Mrs E had a leak – they contacted their home emergency p... (3 pages)View decision -
Decision Reference DRN-3925491
25 Jan 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3925491 The complaint Mr O complains about emails and text messages sent by American Express Services Europe Limited (AESEL) (Amex). What happened Mr O has an Amex credit card that previously had a credit limit of £30,000. At the beginning of March 2022 Amex sent Mr O an email that sai... (2 pages)View decision -
Decision Reference DRN-3926124
25 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3926124 The complaint Miss B is unhappy with the way Advantage Insurance Company Limited handled a claim she made on her motor insurance policy. What happened Miss B made a claim on her policy when her car was stolen in July 2021. The car was recovered and found with a key inside it. M... (4 pages)View decision -
Decision Reference DRN-3775143
25 Jan 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-3775143 The complaint Mr S complains Scottish Widows Limited unreasonably delayed the process when he claimed his pension under early ill health provision, which led to him receiving less tax-free cash than he expected. What happened Mr S, who was 53 at the relevant time, had a persona... (4 pages)View decision -
Decision Reference DRN-3831598
25 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3831598 The complaint Mr M complains about the suitability of the advice he received from Portal Financial Services LLP (Portal) to transfer two of his existing pension plans to a new flexi access drawdown pension. What happened Mr M was a member of two defined benefit (DB) occupationa... (7 pages)View decision -
Decision Reference DRN-3873837
25 Jan 2023 Zopa Bank Limited UpheldConsumer CreditDRN-3873837 The complaint Mr L complains that Zopa Bank Limited gave him personal loans without properly checking affordability or his creditworthiness. What happened Mr L took out two loans with Zopa: 1. In 2021, for £5,000 over 12 months, with a monthly payment of £489.57. 2. In 2022, fo... (3 pages)View decision -
Decision Reference DRN-3923150
25 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3923150 The complaint Mr B complains that Nationwide Building Society has not refunded him after he fell victim to a vehicle purchase scam in January 2019. Mr B brings his complaint with the assistance of professional representation, but for readability I will refer solely to Mr B thro... (4 pages)View decision -
Decision Reference DRN-3925448
25 Jan 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3925448 The complaint Miss W complains that Lloyds Bank PLC provided her with incorrect information about the minimum payment percentage on her credit card account. What happened Miss W contacted Lloyds to discuss a new credit card. She asked Lloyds whether the minimum monthly payments... (2 pages)View decision