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 DRN1621815
4 Sep 2015 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs B have complained that they were mis-sold a packaged bank account by Bank of Scotland plc, trading as Halifax (“Halifax”).backgroundMr and Mrs B opened a fee-free account with Halifax in March 1985. They upgraded this to an Ultimate Reward Current Account (... (2 pages)View decision -
Decision Reference DRN9391696
28 Jan 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr D has complained that Allianz Insurance Plc unfairly cancelled his policy and refused to refund what he paid to protect his No Claims Discount under a motor policy he bought in 2014.backgroundMr D bought a motor policy through a comparison website with Allianz in ... (2 pages)View decision -
Decision Reference DRN-2185869
11 Dec 2020 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-2185869 The complaint Mrs B’s complaint about American Express Services Europe Limited (AESEL) relates to their decision to increase her minimum monthly payments and the service she received when making subsequent enquiries about that decision. What happened In September 2019 AESEL wro... (2 pages)View decision -
Decision Reference DRN-5255466
7 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5255466 The complaint Mr S complains about the service he received from American Express Services Europe Limited (“Amex”). What happened Mr S says that he had an impeccable credit history until an unjust redundancy impacted him both financially and mentally. He says that, in March ... (3 pages)View decision -
Decision Reference DRN4563790
10 Oct 2014 Barclays Bank Plc UpheldBanking and creditMr and Mrs J complain that Barclays Bank Plc put Mr J through defective security checks when he was trying to make a transfer from their account. They also complain that they have been subjected to other administrative failings, causing them to be unable to access their accounts.ba... (3 pages)View decision -
Decision Reference DRN5589284
16 May 2014 Tesco Personal Finance PLC UpheldBanking and creditMr N has complained that Tesco Personal Finance PLC has turned down his claim for a refund of the costs of a new kitchen which was never delivered. He paid a £200 deposit on his credit card.He complained to Tesco claiming a breach of contract under section 75 of the Consumer Credit A... (2 pages)View decision -
Decision Reference DRN-4704848
29 Apr 2024 First Central Insurance Management Limited Not upheldInsuranceDRN-4704848 The complaint Mr O complains that poor communication from First Central Insurance Management Limited’s (First Central) caused him to be pulled over by the police for not having a motor insurance policy. What happened Mr O was pulled over by the police on 13 January 2024 for dri... (2 pages)View decision -
Decision Reference DRN5130799
26 Jul 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains about the service he received from Admiral Insurance Company Limited when he made a claim on his motor insurance policy.backgroundMr G says his car was hit by a third party vehicle – and because of this he put in a claim to Admiral for the damage to his car.Mr G was initiall... (2 pages)View decision -
Decision Reference DRN-3169703
16 Mar 2022 Gaudi Regulated Services Limited UpheldPensions and AnnuitiesDRN-3169703 The complaint Mr W has complained that Gaudi Regulated Services Limited (GRSL) allowed the transfer of his Self-Invested Personal Pension (SIPP) when it shouldn’t have done. He’s said GRSL didn’t carry out the required due diligence and as a result transferred his pension to a ... (10 pages)View decision -
Decision Reference DRN4512173
1 Oct 2019 Capital One (Europe) plc Not upheldBanking and creditMr D complains that Capital One (Europe) plc won’t refund a large number of credit card payments that he says he neither made nor authorised. backgroundBetween August 2016 and December 2017 a number of payments were made from Mr D’s credit card account to five different, but linked, websit... (2 pages)View decision
