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 4361 results
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Decision Reference DRN-3267302
20 Jan 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3267302 The complaint Mr S complains about AXA Insurance UK Plc (trading as Swiftcover)’s handling of his motor insurance claim. All references to AXA also include its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-4278436
1 Aug 2023 AEGON Investment Solutions Ltd UpheldInvestmentsDRN-4278436 The complaint Ms B complained about the service provided by Aegon Investment Solutions Ltd. She said Aegon didn’t carry out a transfer to a third party in a timely manner. She said because of this she has incurred investment losses. What happened In January 2022, Ms B put in an... (4 pages)View decision -
Decision Reference DRN6315228
11 Mar 2016 Barclays Bank Plc UpheldBanking and creditMiss B says the default date Barclays Bank PLC (trading as Barclaycard) registered on her account is wrong, and must be amended.backgroundBarclaycard sent Miss B a default notice in March 2008. She didn’t comply with the terms of the notice and understood her account ... (2 pages)View decision -
Decision Reference DRN5541693
24 Sep 2015 Bank of Scotland Plc UpheldInvestment and pensionsMr A complains that due to Bank of Scotland plc’s (“BoS”) poor service he was not able to vote at the Annual General Meeting (“AGM”) of a company he holds shares in. Mr A says this is the second time he has had this problem.backgroundMr A wanted to attend and vot... (3 pages)View decision -
Decision Reference DRN-2765129
17 May 2021 esure Insurance Limited Not upheldInsuranceDRN-2765129 The complaint Mr S complains about how esure Insurance Limited investigated a claim made on his motor insurance policy and that it recorded him as being at fault. What happened Mr S’s car was hit by an uninsured driver and he made a claim. esure was unable to trace the other dr... (2 pages)View decision -
Decision Reference DRN5850632
21 May 2019 Fidelius Ltd UpheldInvestment and pensionsMr S complains that Fidelius Ltd is responsible for the investment loss he suffered following the delay in transferring his pension fund and investment platform to new providers. backgroundI issued a provisional decision on 18 April 2019. It’s attached and forms part of t... (12 pages)View decision -
Decision Reference DRN6730135
10 Dec 2015 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) plc declined to give him a mortgage at a late stage in his application. He also complains about BOI’s poor customer service and he wants a copy of the survey report he says he paid for.background In March 2015 Mr F applied t... (3 pages)View decision -
Decision Reference DRN-2219653
30 Sep 2020 AXA Insurance UK Plc Not upheldInsuranceDRN-2219653 The complaint Mrs K complains AXA Insurance UK Plc said her car isn’t insured with them after she was involved in an accident. Mrs K has been represented on this complaint, for ease of reading any reference to Mrs K also includes her representative. What happened Mrs K was comi... (3 pages)View decision -
Decision Reference DRN7429366
2 Dec 2015 Fowlersfinance.com Limited UpheldBanking and creditMr C complains about a car that he acquired through a conditional sale agreement financed by Fowlers Fianance.com Ltd (Fowlers). Ms W has made most on the submissions on Mr C’s behalf in this case. However, for simplicity, I refer to Mr C throughout.backgroundIn F... (3 pages)View decision -
Decision Reference DRN-3438525
16 Dec 2022 Trading 212 UK Limited Not upheldInvestmentsDRN-3438525 The complaint Mr G complains Trading 212 UK Limited (“Trading 212”) will not arrange for his shares to be registered into his own name. What happened Mr G bought shares using his Trading 212 account. His shares are registered to a nominee and held in a pooled (omnibus) account ... (3 pages)View decision
