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 4568 results
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Decision Reference DRN-5096217
23 Oct 2024 Clydesdale Bank Plc Not upheldPensions and AnnuitiesDRN-5096217 The complaint Mr A has complained about a transfer of his Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) stakeholder pension to an occupational scheme in 2012. Mr A’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process... (6 pages)View decision -
Decision Reference DRN-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision -
Decision Reference DRN1131295
1 Mar 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about what happened when he tried to use the emergency insurance provided by Aviva Insurance Limited. Mrs S brings this complaint on her husband’s behalf.backgroundMrs S told us about two claims made on Mr S’s Aviva home emergency cover. Mrs S said tha... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision -
Decision Reference DRN8573020
25 Sep 2015 Capital One (Europe) plc Not upheldBanking and creditMiss J complains that Capital One (Europe) plc (“Capital One”) won’t refund her two disputed transactions on her credit card that she says she didn’t make or authorise. background Miss J says she didn’t use her credit card for online purchases on 7 and 14 April 2015.... (2 pages)View decision -
Decision Reference DRN0113868
2 Feb 2018 Experian Limited Not upheldBanking and creditMr G complains that Experian Limited (Experian) wrongly recorded information on his credit file. Experian corrected the mistakes and offered him compensation. Mr G didn’t think this was enough.background Mr G complained to Experian when he noticed things wrong on his cr... (2 pages)View decision -
Decision Reference DRN-3415424
28 Apr 2022 Experian Limited Not upheldConsumer CreditDRN-3415424 The complaint Mr M complains that Experian Limited mis-sold its Credit Expert service. What happened Mr M has told us he paid a monthly fee for Experian’s Credit Expert service for around 12 to 18 months. Last year, Mr M complained to Experian after he found accounts weren’t ap... (2 pages)View decision -
Decision Reference DRN3842540
17 Nov 2014 Nationwide Building Society Not upheldPayment protection insurance (PPI)and backgroundMr and Mrs B complain Nationwide Building Society (‘Nationwide’) mis-sold Payment Protection Insurance (‘PPI’) with a mortgage in May 2007. Our adjudicator didn’t think the policy had been mis-sold and didn’t uphold the complaint. Mr and Mrs B don’t agree with the adjudic... (2 pages)View decision -
Decision Reference DRN4962572
29 Apr 2016 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) wrongly recorded an accident against his name on a central insurance database (“CUE”). That led to higher insurance premiums for him with his new insurer.background The accident took place on 11 Apri... (2 pages)View decision
