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
-
Decision Reference DRN-3921704
24 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3921704 The complaint Mr A has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. What happened Mr A contacted British Gas to deal with an issue with a radiator. British Gas sent an engineer. Following this, Mr A complai... (4 pages)View decision -
Decision Reference DRN-3884847
24 Jan 2023 PayrNet Limited UpheldBanking and PaymentsDRN-3884847 The complaint Mr M complains that PayrNet Limited blocked and later closed his account. They returned funds to original source rather than to him. Mr M would like the money returned and compensation. Mr M held a Rizq branded account – who provided services on behalf of PayrNet ... (3 pages)View decision -
Decision Reference DRN-3906375
24 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3906375 The complaint Miss G complains about Aviva Insurance Limited’s (Aviva) decision to decline her claim for water damage and avoid her buildings insurance policy. What happened In February 2022 Miss G contacted Aviva to report water damage in her home. Based on the information she... (6 pages)View decision -
Decision Reference DRN-3908644
24 Jan 2023 Bank of Scotland Plc UpheldMortgagesDRN-3908644 The complaint Mr E complains Bank of Scotland plc wrongly advised him he’d be able to extend the term of his interest only mortgage. What happened In 2008 Mr E took out an interest only mortgage of around £520,000 with Bank of Scotland plc (BoS) for a term of 15 years. The term... (6 pages)View decision -
Decision Reference DRN-3663879
24 Jan 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-3663879 The complaint Mr K complains that £25 compensation paid to him by Vanguard Asset Management, Ltd is inadequate in respect of admitted delays when transferring his cash ISA from another financial services provider. He was charged an account fee for Vanguard’s poor service and he... (3 pages)View decision -
Decision Reference DRN-3863210
24 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3863210 The complaint Mrs Y complains about charges applied when her personal contract plan (PCP) agreement with Mercedes-Benz Financial Services UK Limited (“MBFS”) ended. What happened In April 2019 Mrs Y took out a PCP agreement for a new car. The agreement was expected to last for ... (4 pages)View decision -
Decision Reference DRN-3792508
24 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3792508 The complaint Mr Y complains that Barclays Bank UK PLC (“Barclays”) have unfairly refused to refund him the funds that he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-3880257
24 Jan 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3880257 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) were wrong not to process a claim he made to them under the chargeback scheme and under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision o... (5 pages)View decision -
Decision Reference DRN-3888073
24 Jan 2023 Prism EBC Limited UpheldPensions and AnnuitiesDRN-3888073 The complaint Mr W 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) in 2017. At the time, Mr W was a deferred member of the scheme, having been employed between 19... (21 pages)View decision -
Decision Reference DRN-3923548
24 Jan 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-3923548 The complaint Mr M is unhappy with the service he’s received from Acromas Insurance Company Limited (Acromas) after making a claim under his caravan insurance policy. What happened In June 2021, whilst being towed, the wheel came off Mr M’s caravan causing damage to it. The car... (5 pages)View decision