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 4563 results
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Decision Reference DRN-3887960
13 Mar 2023 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-3887960 The complaint Z, a limited company, complains Amazon Payments UK Limited closed its account and won’t release the money in it. Mrs S, a director and represented by Mr S, has brought the complaint on Z’s behalf. For ease I’ve only mentioned Mrs S in my decision, regardless of wh... (3 pages)View decision -
Decision Reference DRN-2711073
22 Mar 2022 Mattioli Woods PLC Not upheldPensions and AnnuitiesDRN-2711073 The complaint Mr H complains about the way Mattioli Woods PLC (MW) has administered his Self-Invested Personal Pension (SIPP). What happened In 2012, Mr H’s occupational pension was transferred into an ‘Essential SIPP’ which was operated by Stadia Trustees Limited (STL). The fu... (7 pages)View decision -
Decision Reference DRN6433221
4 Oct 2019 Accredited Insurance (Europe) Ltd Not upheldInsurance (excluding PPI)Mr T complains that Accredited Insurance (Europe) Ltd has declined to pay his claim on his commercial motor insurance policy following the theft of his van. He wants it to pay the claim. backgroundMr T’s van was stolen and he made a claim. But Accredited Insurance then found that he wasn’t... (2 pages)View decision -
Decision Reference DRN8563395
1 Feb 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Miss R complains about how AXA Insurance UK Plc dealt with her claim on her motor insurance policy when it found that the person driving her car at the time of the accident wasn’t insured to drive it. backgroundMiss R’s car was damaged in an accident whilst it was ... (2 pages)View decision -
Decision Reference DRN8478075
18 Oct 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr N has complained about Admiral Insurance Company Limited. He isn’t happy about the valuation placed on his car following a claim on his motor insurance policy.backgroundMr N was involved in an accident in March 2019 and made a claim under his motor insurance policy. Admiral decided his ... (2 pages)View decision -
Decision Reference DRN7057466
23 Mar 2016 Phoenix Life Assurance Limited Not upheldInvestment and pensionsMrs H brings this complaint on behalf of her late husband’s estate. She is represented by her son. The complaint is that Phoenix Life Assurance Limited shouldn’t have processed Mr H’s single life annuity application in 2008, after he was diagnosed with Alzheimer’s. ... (2 pages)View decision -
Decision Reference DRN6428878
26 May 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMiss G complains that Lowell Portfolio I Ltd won’t remove a default registered on her credit file. backgroundThis default was registered originally by a third party I’ll call S. It relates to an account Miss G opened in 2013. She experienced some very difficult circ... (2 pages)View decision -
Decision Reference DRN5852488
10 Feb 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr W, through his representative, complains he bought group holiday credits which were misrepresented. He wants The Royal Bank of Scotland plc to refund him under section 75 of the Consumer Credit Act 1974 as he paid with his RBS credit card. background Mr W bought g... (2 pages)View decision -
Decision Reference DRN-3739614
10 Oct 2022 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-3739614 The complaint S complains about how Amazon Payments UK Limited, trading as Amazon Payments has handled their business account. What happened The background to this complaint is well known to both S and Lloyds. In my decision, I’ll focus mainly on giving the reasons for reaching... (3 pages)View decision -
Decision Reference DRN-3937815
8 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3937815 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) wrongly registered a default in relation to his bank account without giving him proper notice. What happened Mr E held a bank account with Barclays. This account did not provide an agreed overdraft facility. On... (3 pages)View decision
