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 121115 results
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Decision Reference DRN-3301341
30 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3301341 The complaint Mrs W has complained that Barclays Bank UK PLC (“Barclays”) mis-sold her fee-paying Additions and Additions Plus packaged accounts in April 2003 and August 2006 respectively. Barclays later withdrew the Additions Plus account and transferred Mrs W’s account to a f... (3 pages)View decision -
Decision Reference DRN-3404557
30 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3404557 The complaint Mr H has complained about AXA Insurance UK Plc’s handling of a claim on his motor insurance policy. What happened Mr H’s car hit a pedestrian while he was reversing. The pedestrian made a personal injury claim against Mr H’s policy. One of AXA’s field service agen... (2 pages)View decision -
Decision Reference DRN-3134316
30 Mar 2022 Mercury Wealth Management Limited UpheldPensions and AnnuitiesDRN-3134316 The complaint Mr R complains about the advice given by Mercury Wealth Management Limited (‘MWM’) to transfer the benefits from his defined-benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has ca... (12 pages)View decision -
Decision Reference DRN-3248975
30 Mar 2022 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3248975 The complaint Mrs H complains about a declined request to write off her debt with Capquest Debt Recovery Limited (“Capquest”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll fo... (1 page)View decision -
Decision Reference DRN-3354788
30 Mar 2022 Houghton Edwards LLP UpheldInvestmentsDRN-3354788 The complaint Mr L and Mrs L (‘the complainants’) say a partner in Houghton Edwards LLP (‘HE’) churned their Pension and Investment Accounts to generate commission and that he did so through investment switches conducted without their knowledge and without their consent/authori... (5 pages)View decision -
Decision Reference DRN-3081802
30 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3081802 The complaint Miss O complains that two loans she took out with Everyday Lending Limited (trading as Everyday Loans) were unaffordable and should not have been provided. What happened Miss O took out a loan (Loan 1) with Everyday Loans in June 2017 for £1,000. The loan was for ... (3 pages)View decision -
Decision Reference DRN-3400380
30 Mar 2022 Unum Ltd UpheldInsuranceDRN-3400380 The complaint Mr D complains about the decision by Unum Ltd to turn down his income protection claim. What happened Mr D is covered under his employer’s group income protection scheme. The policy pays benefit for a maximum of five years in the event Mr D can’t work because of i... (4 pages)View decision -
Decision Reference DRN-3394907
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3394907 The complaint Mrs M complains about the service she received after she contacted Lloyds Bank PLC (“Lloyds”) for support due to Covid-19. What happened Mrs M had two credit card accounts with Lloyds. The first account was opened in February 2016. It benefitted from a promotional... (5 pages)View decision -
Decision Reference DRN-3396058
30 Mar 2022 Skyline Direct Limited UpheldConsumer CreditDRN-3396058 The complaint Ms F complains (through a representative) that Skyline Direct Limited (Skyline) didn’t carry out effective affordability checks. Had it done so, then Ms F wouldn’t have been provided with the loans. What happened Ms F took at least nine loans between February 2015... (8 pages)View decision -
Decision Reference DRN-3400325
30 Mar 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3400325 The complaint Mr C complained that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly and provided a loan that was unaffordable. What happened Mr C took out a loan with Everyday Loans as follows: Date taken Total loan amount Term Monthly repayment Loan... (4 pages)View decision
