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 125400 results
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Decision Reference DRN-5152595
18 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5152595 The complaint Mr B’s complaint is about the handling of a claim under his mobile phone insurance policy with Assurant General Insurance Limited provided as part of a package of benefits with his bank. What happened In late 2023, Mr B contacted Assurant as he had damaged the... (7 pages)View decision -
Decision Reference DRN-5153597
18 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5153597 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr P holds with Barclays Bank UK PLC. The core of the complaint starts from Barclays handled a request Mr P made to put the mortgage on a new fixed rate deal in May 2023. The rate switch didn’t go ahead, due t... (6 pages)View decision -
Decision Reference DRN-5145876
18 Nov 2024 Experian Limited UpheldConsumer CreditDRN-5145876 The complaint Miss B is unhappy Experian Limited are refusing to speak to her over the phone about issues she has with her credit file. What happened Miss B has been trying to reach Experian about incorrect information on her credit file. Miss B says Experian have told her ... (5 pages)View decision -
Decision Reference DRN-4871624
18 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4871624 The complaint An organisation, which I will refer to as W, complains that Barclays Bank UK Plc wrongly closed its bank account. W is represented by its treasurer, Mr H. What happened Mr H told us: Barclays closed W’s account on 23 October 2023. W became aware of that cl... (3 pages)View decision -
Decision Reference DRN-5152851
18 Nov 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5152851 The complaint Mr L complains about the quality of a car supplied on hire purchase by CA AUTO FINANCE UK LTD (‘CAAF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving d... (4 pages)View decision -
Decision Reference DRN-5112197
18 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-5112197 The complaint Mr H complains about the way Ageas Insurance Limited has handled a claim he made under his home insurance policy. Reference to Ageas includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: ... (4 pages)View decision -
Decision Reference DRN-5120886
18 Nov 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5120886 The complaint Mr P has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to a small self-administered scheme (SSAS) in June 2014. Mr P’s SSAS was subsequently used to invest in loan notes with Dolphin Capital and High Street Boutique, and ove... (14 pages)View decision -
Decision Reference DRN-5087715
18 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5087715 The complaint Mr B has complained about how Acromas Insurance Company Limited (Acromas) dealt with a claim under a home insurance policy. References to Acromas include companies acting on its behalf. I’m aware that Mr B is represented on this complaint but, for ease, I will... (3 pages)View decision -
Decision Reference DRN-5146289
18 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5146289 The complaint Miss M is unhappy that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S’) declined her application for a credit card when she’d been pre-approved – and then didn’t tell her why. Miss M wants to know why she was declined and for M&am... (4 pages)View decision -
Decision Reference DRN-5017874
18 Nov 2024 Lenvi Servicing Limited UpheldMortgagesDRN-5017874 The complaint This complaint is about a help-to-buy (HTB) loan Miss D holds, which is administered by Lenvi Servicing Limited trading as Lenvi. The essence of the complaint is that in July 2023, Miss D submitted all necessary paperwork to Lenvi, including a valuation of her ... (2 pages)View decision
