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 125363 results
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Decision Reference DRN-3311139
12 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3311139 The complaint Miss C complains that Barclays Bank UK PLC trading as Barclaycard and increased the limit on her credit card without adequately checking that she could afford the repayments. She further complains that Barclays refused to write off any part of the debt due to her ... (4 pages)View decision -
Decision Reference DRN-3661639
12 Sep 2022 Pensionhelp Limited UpheldPensions and AnnuitiesDRN-3661639 The complaint Mr B complains that Pensionhelp Limited acted unprofessionally when it withdrew from giving him advice about a pension transfer. What happened Mr B was a member of his former employer’s defined benefit (DB) occupational pension scheme. Around 12 February 2020, an ... (8 pages)View decision -
Decision Reference DRN-2949702
12 Sep 2022 Pepper (UK) Limited UpheldMortgagesDRN-2949702 The complaint Ms P’s complaint is about the administration of her mortgage with Pepper (UK) Limited trading as Engage Credit. She is unhappy with how much Pepper expected her to pay to the mortgage and arrears from March 2020, as it is more than the court set out she had to pay... (4 pages)View decision -
Decision Reference DRN-3696499
12 Sep 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3696499 The complaint Mrs R complains that AXA PPP Healthcare Limited turned down her private medical insurance claim after leading her to believe it would be covered. What happened Mrs R held private medical insurance cover through her employer. Then in 2021, she transferred to an ind... (4 pages)View decision -
Decision Reference DRN-3460415
12 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3460415 The complaint Miss P complains that Bank of Scotland plc, trading as Halifax (“Halifax”) gave her incorrect information that led to a delay in her re-mortgaging her buy-to-let (“BTL”) property. What happened Miss P held a BTL mortgage for £102,000 with another lender. Her fixed... (3 pages)View decision -
Decision Reference DRN-3675265
12 Sep 2022 Ascent Performance Group Limited UpheldConsumer CreditDRN-3675265 The complaint Mr and Mrs D are unhappy with how Ascent Performance Group Limited have handled the management of a debt. What happened The background to this complaint and my provisional findings were set out in my provisional decision to both parties. For ease, this is copied b... (6 pages)View decision -
Decision Reference DRN-3696315
12 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3696315 The complaint Mrs X complains (also on behalf of her late husband Mr H) that AWP P&C SA mishandled a claim on a home emergency insurance policy. Where I refer to AWP, I refer to the above-named company and I include engineers and others insofar as I hold AWP responsible for... (4 pages)View decision -
Decision Reference DRN-3689024
12 Sep 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3689024 The complaint Mr M has complained about Advantage Insurance Company Limited. He isn’t happy as he feels it unfairly cancelled his motor insurance policy. Mr M has a solicitor supporting him in this complaint. I’ll refer to him as Mr A. Other companies have been involved in this... (5 pages)View decision -
Decision Reference DRN-3672959
12 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3672959 The complaint Mrs A is complaining about Great Lakes Insurance SE cancelling her pet insurance policy under their abusive behaviour policy. When I refer to Great Lakes I’m also referring to the broker that administers the policy. What happened Mrs A had a lifetime pet insurance... (9 pages)View decision -
Decision Reference DRN-3684082
12 Sep 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3684082 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited declined a claim he made on his motor warranty. Reference to Red Sands includes its agents. What happened Mr L’s car suffered a breakdown, so he made a claim on his motor warranty held with Red Sands... (2 pages)View decision
