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 4790 results
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Decision Reference DRN3814595
4 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMiss B and Mr T complain that Lloyds Bank PLC didn’t treat them fairly or reasonably when dealing with the redemption of their mortgage. They want matters put right.backgroundMiss B and Mr T had a mortgage with Lloyds. They said it gave their solicitors an incorrect red... (2 pages)View decision -
Decision Reference DRN6576827
15 Aug 2014 Experto Credite Limited Not upheldBanking and creditMr and Mrs H complain that Experto Credite Limited (“Experto”) incorrectly recorded defaults on their credit files. They ask for compensation to be paid for their time and effort in resolving the problem. They also want Experto to make a payment to them which is equal to the amount pai... (3 pages)View decision -
Decision Reference DRN-4602420
28 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4602420 The complaint Mr and Mrs L complain that Acasta European Insurance Company Limited (Acasta) unfairly declined their Guarantee Insurance claim. Any reference to Acasta in this final decision includes its respective agents unless specified otherwise. What happened The background ... (3 pages)View decision -
Decision Reference DRN-5241913
16 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5241913 The complaint Mr A has complained that Advantage Insurance Company Limited unfairly cancelled his intended policy when it asked him to provide details of his No Claims Discount (NCD), driving licence and vehicle registration document – V5C (V5). References to Advantage incl... (5 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 DRN5117815
8 Nov 2019 Tesco Underwriting Limited UpheldInsurance (excluding PPI)Miss A has complained that Tesco Underwriting Limited unfairly avoided her car insurance policy after she submitted a claim for the theft of her car.backgroundIn February 2018 Miss A took possession of a car that her son had arranged for her on a personal contract hire plan. She took out a... (7 pages)View decision -
Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision -
Decision Reference DRN-3704868
8 Mar 2024 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-3704868 The complaint Mr P complains that ReAssure Life Limited failed to warn him about the risks involved in a pension transfer he was making to the Tallton Place Pension Scheme (“the Scheme”), set up by Ark Commercial Pension Planning LLP, in March 2011. The Scheme was subsequently ... (8 pages)View decision -
Decision Reference DRN7523240
24 Apr 2020 Revolut Ltd Not upheldBanking and creditComplaintMr O complains about the time it took Revolut Ltd to return funds when they closed his account. He’s also unhappy that when the funds were returned, certain fees had been deducted.BackgroundIn December 2018 Revolut carried out a review on Mr O’s account. As part of the review, Rev... (2 pages)View decision -
Decision Reference DRN3241229
26 Jul 2018 Lloyds Bank PLC Not upheldBanking and creditMr B has complained that Lloyds Bank Plc (“Lloyds”) mis-sold him a Silver packaged bank account in 2012. backgroundOur adjudicators looked at Mr B’s complaint and eventually concluded that Lloyds hadn’t mis-sold the packaged account. Mr B disagreed and asked for an om... (2 pages)View decision