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 4282 results
-
Decision Reference DRN6754303
9 Jul 2014 National Westminster Bank Plc UpheldPayment protection insurance (PPI)Mrs B complains about the sale of a monthly premium payment protection insurance (PPI) policy sold in connection with a credit card account in 2002. Mrs B believes National Westminster Bank Plc (NatWest) mis-sold her the policy. The core of Mrs B’s complaint is that she was not aware th... (6 pages)View decision -
Decision Reference DRN-5186477
12 Feb 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5186477 The complaint Mr N complains about the increase in premium for his motor insurance policy with Tesco Underwriting Limited (Tesco) following a non-fault accident. References to Tesco in this decision include their agents. What happened Mr N took out a motor insurance policy... (6 pages)View decision -
Decision Reference DRN-5441874
17 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5441874 The complaint Mr A’s complaint relates to problems he had with a car supplied to him by STARTLINE MOTOR FINANCE LIMITED (Startline) under a hire purchase agreement. What happened Mr A entered into a hire purchase agreement with Startline in August 2023 to purchase a car. Th... (6 pages)View decision -
Decision Reference DRN-4717438
5 Apr 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4717438 The complaint Mr and Mrs R complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by First Holiday Finance Ltd, which I’ll refer to as FHFL. Mr and Mrs R have been represented in bringing this complaint by a claims management... (6 pages)View decision -
Decision Reference DRN-3962064
24 Mar 2023 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3962064 The complaint Mr H complains about how Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) responded when he asked it to help him claim a refund for goods he ordered. What happened Mr H purchased a phone from a third party retailer using a point of... (5 pages)View decision -
Decision Reference DRN-5334017
15 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5334017 The complaint Miss B has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job scam, and hasn’t refunded the money she lost in the scam. What happened I issued a provisional decision (“PD”) in January 2025 explaining why I was min... (6 pages)View decision -
Decision Reference DRN6679217
15 Jul 2020 Abana Unipessoal Lda UpheldInvestment and pensionsComplaintMr R says Abana Unipessoal Lda (Abana) gave him unsuitable advice about switching his personal pension funds into a Self-invested Personal Pension with unregulated investments, which caused him to suffer a loss.backgroundIn 2013 Mr R was approached by Mr F2, who represented himsel... (28 pages)View decision -
Decision Reference DRN-4623005
19 Feb 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4623005 The complaint Mrs P complains about cancellation of a motor insurance policy by her insurer, Liverpool Victoria Insurance Company Limited (LV). She says the policy was taken out in her name. References to LV in this decision include their agents. Mrs P was supported by a repres... (6 pages)View decision -
Decision Reference DRN-5131564
18 Nov 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5131564 The complaint Miss B has complained, through her representatives, that Scottish Equitable Plc trading as Aegon undertook insufficient due diligence when transferring her personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in October 2014. Miss B’s QRO... (6 pages)View decision -
Decision Reference DRN-3753747
14 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3753747 The complaint Mr R complained that Barclays Bank UK PLC didn’t take enough care to protect his account, after there were fraudulent attempts to use his credit card. What happened On 2 November 2021, Barclays received several calls about Mr R’s credit card. The caller passed sec... (6 pages)View decision
