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 4777 results
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Decision Reference DRN-3251270
19 Apr 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3251270 The complaint Mr W complains about AXA Insurance UK Plc and their decision to decline his car insurance application. What happened In February 2021, Mr W took a car insurance policy with AXA for a separate car, which I’ll refer to as “Car A”. In June of that year, Mr W submitte... (3 pages)View decision -
Decision Reference DRN-3291828
11 Oct 2022 AEGON Investment Solutions Ltd Not upheldInvestmentsDRN-3291828 The complaint Mr and Mrs C complain about the service received from AEGON Investment Solutions Ltd trading as Aegon, referred to as “the business” or “Aegon”. In short, Mr C says he and Mrs C are unhappy about the following: Aegon makes a profit no matter what happens with the... (7 pages)View decision -
Decision Reference DRN-3567133
14 Sep 2022 Plata Finance Limited Not upheldConsumer CreditDRN-3567133 The complaint Mr T is unhappy that Zopa Limited recorded a default marker on his credit file at the credit reference agencies. He would like them to remove it. What happened Mr T was granted a loan of £5,000 by Zopa in February 2020 over a term of five years with monthly repaym... (3 pages)View decision -
Decision Reference DRN-2980158
30 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-2980158 The complaint Mr S complains he was unable to set up online banking with TSB Bank plc (TSB). What happened Mr S says in May 2020 with the help of his daughter, he attempted to set up an online banking facility with TSB so he could access his bank accounts, rather than visiting ... (3 pages)View decision -
Decision Reference DRN-4667534
25 Mar 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4667534 The complaint Ms K complains that Atlanta Insurance Intermediaries Limited (Atlanta) failed to cancel her home buildings insurance policy resulting in her paying for duplicate cover. What happened Mrs K says she received renewal information from Atlanta in 2022. She called to a... (3 pages)View decision -
Decision Reference DRN9311579
15 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs W has complained that HSBC Bank Plc (“HSBC”) mis-sold an HSBC Plus (known as HSBC Advance since 2010) packaged bank account to her in 2007. She pays a monthly fee for the account and is offered several benefits in return.Mrs W has used a claims management co... (4 pages)View decision -
Decision Reference DRN7085437
22 Dec 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr B has complained Mercedes-Benz Financial Services UK Limited didn’t sort out the problem he had with his car. background Mr B bought a car in July 2013 and got a TV tuner fitted which cost him an additional £855. He took out a hire purchase agreement with Mercedes... (3 pages)View decision -
Decision Reference DRN6128061
19 Dec 2013 Barrington Lewis Limited UpheldBanking and creditMr H complains that Barrington Lewis Limited failed to distribute his payments to his creditors as agreed.backgroundIt appears Mr H entered into a combined claims management and debt management agreement with Bankfair Limited at the beginning of 2010. A full copy of the signed agreement... (4 pages)View decision -
Decision Reference DRN6162791
23 Feb 2021 TSB Bank plc Not upheldBanking and creditComplaint Mrs S is seeking to recover £20,000 from TSB Bank plc which was stolen from her bank due to a third-party scam. TSB Bank plc says they’re not liable for the loss because Mrs S authorised the payment and it could not reasonably have intervened or done more to try to recoup the mon... (3 pages)View decision -
Decision Reference DRN-1726586
30 Nov 2020 Ultimate Insurance Solutions Limited Not upheldInsuranceDRN-1726586 The complaint Mr P says he was mis-sold a pet insurance policy by Ultimate Insurance Solutions Limited (UIS) as the limits of the cover were not made clear to him when he bought the policy. What happened Mr P told us that in April 2019 he researched arranging a new pet insuranc... (3 pages)View decision