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 4245 results
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Decision Reference DRN9136968
4 Nov 2015 Barclays Bank Plc Not upheldBanking and creditMr N has complained that Barclays Bank Plc (“Barclays”) mis-sold an Additions Active packaged bank account to him in 2012. Mr N has used a claims management company (CMC) to bring this complaint to us.backgroundOne of our adjudicators has looked into Mr N’s complaint a... (2 pages)View decision -
Decision Reference DRN1470184
18 Jun 2015 TSB Bank plc Not upheldBanking and creditMr G has complained that TSB Bank plc mis-sold a Gold packaged bank account to him in 2001, and a Platinum account in 2004. He paid monthly fees for the accounts, which offered a number of benefits in return.Mr G also complained to TSB about a Silver packaged ... (3 pages)View decision -
Decision Reference DRN-4206844
12 Jul 2023 Equifax Limited UpheldConsumer CreditDRN-4206844 The complaint Mr T has complained about the way Equifax Limited handled a dispute. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T told Equifax that two loan applications in his name were fraudulent. Equifax raised disputes with... (3 pages)View decision -
Decision Reference DRN1331811
14 Dec 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr R has complained that U K Insurance Limited (UKI) has turned down his claim under his motor insurance policy following the theft of his car. backgroundMr R bought a car and it was stolen soon afterwards. He claimed under his policy and UKI investigated. They establi... (2 pages)View decision -
Decision Reference DRN3913698
30 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaint Mr M has complained that Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) didn’t carry out a discretionary ad hoc review of his Family SunTrust Scheme (FST) as it had promised to do in July 2016. He believes he hasn’t been treated f... (7 pages)View decision -
Decision Reference DRN1196520
16 Jul 2015 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMrs J complains that a car she obtained under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (trading as Audi Finance) was not of satisfactory quality, and that the cost of repairs has not been fully refunded.background About three weeks after Mr... (3 pages)View decision -
Decision Reference DRN0373432
28 Nov 2016 Investment Funds Direct Limited Not upheldInvestment and pensionsMrs G’s complaint is about investments held in her husband’s name with Investment Funds Direct Limited (‘IFDL’). After Mr G died Mrs G became the executor of his estate. Mrs G asked IFDL to transfer some investments to a new firm (‘firm 2’) and to encash other inves... (3 pages)View decision -
Decision Reference DRN-4325873
27 Nov 2023 U K Insurance Limited Not upheldInsuranceDRN-4325873 The complaint Ms D complains U K Insurance Limited trading as Churchill Car Insurance (UKI) unfairly cancelled her motor insurance policy. What happened In May 2023, Ms D took out a policy with UKI to start in June 2023. A condition of the policy was she needed to download and ... (3 pages)View decision -
Decision Reference DRN6741385
8 Jun 2015 Arrow Global Limited Not upheldBanking and creditMr A complains that Arrow Global Limited is pursuing him for a debt which he has already paid off and that a default is wrongly recorded on his credit record about it.backgroundMr A had a store card account run by a credit card company (which I shall call B). In 20... (2 pages)View decision -
Decision Reference DRN0234962
21 May 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms B has complained that AXA Insurance UK Plc cancelled her policy as it discovered during its investigations following her accident that her car has previously been a category D total loss and consequently was not a car for which AXA would provide cover. Whilst AXA conceded Ms B wa... (3 pages)View decision
