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 4196 results
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Decision Reference DRN-4084855
18 Apr 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4084855 The complaint Mr L says Aviva Life & Pensions UK Limited (Aviva) was responsible for a delay in switching his pension to Canada Life and that this caused the transfer value to fall by around £4,000. What happened Timeline of events My starting point is to establish a timeli... (6 pages)View decision -
Decision Reference DRN2788059
11 Nov 2016 Experian Limited Not upheldBanking and creditMs S’s complaint is about charges she incurred with Experian Limited after she signed up to a 30 day free trial for credit expert membership. Ms S says that Experian didn’t warn her she was going to be charged after the free trial period ran out.backgroundMs S signe... (2 pages)View decision -
Decision Reference DRN9638809
16 Sep 2014 Arrow Global Limited Not upheldBanking and creditMiss Q complains that Arrow Global Limited unfairly applied a default to her credit file.background Miss Q has experienced financial difficulties for a number of years. After paying her original loan provider the first 13 loan repayments at the contractual rate, from May 1994 she could ... (2 pages)View decision -
Decision Reference DRN5134338
14 Aug 2018 Carfinance247 Limited Not upheldBanking and creditMr P took out a hire purchase agreement for a used car with Carfinance247 Limited. He says the car’s mileage was misrepresented to him.backgroundMr P’s hire purchase agreement started on 2 October 2017. Mr P says prior entering into the hire purchase agreement he sa... (2 pages)View decision -
Decision Reference DRN-3791110
14 Nov 2022 Domestic & General Insurance Plc Not upheldInsuranceDRN-3791110 The complaint Mr C has complained about Domestic & General Insurance Plc (D&G). He isn’t happy that it couldn’t tell him the date he registered his appliance under his cooker insurance policy. What happened Mr C took out his cooker insurance policy and he wanted to chec... (2 pages)View decision -
Decision Reference DRN4826646
15 Oct 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that he got poor service from Aviva Insurance Limited after it recorded a fault claim against his motor insurance policy.background In May 2018 Aviva was told by a third party that Mr G’s car had been involved in an accident. The claim was recorded on... (2 pages)View decision -
Decision Reference DRN2705492
6 Mar 2014 Barclays Bank Plc Not upheldBanking and creditBarclays Bank PLC acquired Standard Life Bank. Mrs U says that when she paid off her Standard Life mortgage she was advised to leave her deeds with them for safekeeping. She now wants the deeds back because she may wish to sell the house, but neither Barclays nor Standard Life can ... (2 pages)View decision -
Decision Reference DRN6339730
21 Aug 2015 EUI Limited Not upheldInsurance (excluding PPI)Mr M complains that EUI Limited, trading as “Bell”, made mistakes in dealing with his request for written proof of his No Claims Discount (NCD).backgroundIn October 2014 Mr M called Bell to ask for written proof of his NCD. This was to give to his new insurer. Althou... (2 pages)View decision -
Decision Reference DRN1706220
12 Nov 2018 Carole Nash Insurance Consultants Ltd Not upheldInsurance (excluding PPI)Mr A has complained that Carole Nash Insurance Consultants Ltd have wrongly recorded an accident on his motor insurance policy documents.backgroundMr A has a ‘Six Wheel’ motor policy, which provides insurance for both his car and his motorbike together and it’s prov... (2 pages)View decision -
Decision Reference DRN-4066618
6 Apr 2023 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-4066618 The complaint Mr W says he started an in-specie transfer of his Self-invested Personal Pension (SIPP) funds from Halifax Share Dealing Limited (HSDL) to Vanguard Asset Management Limited (Vanguard) on 9 December 2020. He’s unhappy it took until September 2021 to complete. He sa... (14 pages)View decision
