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 4212 results
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Decision Reference DRN6229782
24 Sep 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R complains that Zurich Insurance PLC paid a claim made by a third party on his commercial vehicle policy after the third party commenced legal proceedings. He is unhappy that this has resulted in an increased premium.backgroundMr R was stopped by a third party when leaving his veh... (3 pages)View decision -
Decision Reference DRN-4460562
5 Dec 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4460562 The complaint Ms C and Mr H complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of their claim under their car insurance policy. Ms C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN-4775803
8 May 2024 Weatherbys Bank Limited Not upheldBanking and PaymentsDRN-4775803 The complaint Mr M complains that Weatherbys Bank Limited has charged VAT on his fees when he was no longer VAT registered. Mr M is represented in his complaint by a professional adviser but for ease, I will continue to refer to Mr M as though he is bringing the complaint himse... (3 pages)View decision -
Decision Reference DRN-4799043
15 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4799043 The complaint H, a partnership, complains that Lloyds Bank PLC lost the deeds to H’s land. H has been represented in this complaint by one of the partners, Miss O. What happened H had a business overdraft with Lloyds. It granted Lloyds a charge over some of its land as security... (3 pages)View decision -
Decision Reference DRN2744877
12 Nov 2014 Honda Finance Europe Plc Not upheldBanking and creditMr C complains about a used car he acquired through a hire purchase agreement with Honda Finance Europe Plc. He says he had a number of issues with the car and he is unhappy that he has not been able to return the car and obtain a refund. backgroundThe complaint was considered by one of ... (2 pages)View decision -
Decision Reference DRN6665194
18 Sep 2015 Barclays Bank Plc Not upheldBanking and creditMrs D complains that Barclays Bank PLC, trading as Barclaycard, will not consider her complaint about a car she says she purchased using her credit card. Mrs D’s complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974.backgroundMrs D say... (2 pages)View decision -
Decision Reference DRN-2850931
24 Jun 2021 TSB Bank plc UpheldMortgagesDRN-2850931 The complaint Mr and Mrs A say they incurred a large legal bill in 2017 due to errors made by TSB Bank plc’s solicitor in registering the legal charge when they remortgaged in 2015. What happened I issued my provisional decision in April 2021, the findings of which stated: “I’... (3 pages)View decision -
Decision Reference DRN5564874
12 Dec 2017 J P Morgan Asset Management (UK) Limited Not upheldInvestment and pensionsMr A’s complaint is that JP Morgan Asset Management (UK) Limited (“JP Morgan”) put him through the process for a new customer when he was an existing customer. He seeks compensation of at least £100 for the trouble and upset caused to him and apologies from the... (2 pages)View decision -
Decision Reference DRN-5033363
20 Sep 2024 Phoenix Wealth Services Limited UpheldPensions and AnnuitiesDRN-5033363 The complaint Mr D says Phoenix Wealth Services Limited (Phoenix) is responsible for delays when he decided to switch his pension to another provider. He says this has caused him financial detriment, trouble and upset. What happened Mr D had a Retirement Account with Phoeni... (6 pages)View decision -
Decision Reference DRN-4286394
8 Aug 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4286394 The complaint Mr S is concerned that his pension fund lost significant value when he decided to switch from The Prudential Assurance Company Limited (Prudential) to a new provider. He says this was despite a significant increase in the stock market over the same period. What ha... (5 pages)View decision
