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
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Decision Reference DRN2170451
17 Jul 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs G has complained that Automobile Association Insurance Services Limited (AA) restarted her breakdown policy without permission and then automatically renewed when she didn’t want it to.backgroundIn 2009 Mrs G said she asked AA to cancel her policy as she’d got free c... (2 pages)View decision -
Decision Reference DRN-4630358
20 Mar 2024 Equifax Limited Not upheldConsumer CreditDRN-4630358 The complaint Mrs K complains about information recorded on her credit file by Equifax Limited. What happened Mrs K has told us that in February 2023 she applied for car finance but was declined. The merchant advised that information on Mrs K’s credit file had led to her applic... (2 pages)View decision -
Decision Reference DRN5366494
30 Sep 2020 Phoenix Wealth Services Limited Not upheldInvestment and pensionsComplaint Mr and Mrs C have complained about the decision by Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA), to remove a key feature from their Family SunTrust - the non-proportionate allocation of growth facility. They say AXA gave no indi... (5 pages)View decision -
Decision Reference DRN1285200
23 Apr 2020 Barclays Bank UK PLC UpheldBanking and creditMr M has complained Barclays Bank UK PLC didn’t carry out a full investigation after he’d been a victim of fraud in July 2018.backgroundMr M has an account with Barclays. In July 2018 someone was able to transfer £3,800 from his account to an unknown third party. Barclays refunded the mone... (4 pages)View decision -
Decision Reference DRN-2804903
2 Jun 2021 Financial Administration Services Limited Not upheldInvestmentsDRN-2804903 The complaint Mrs J complained about Financial Administration Services Limited’s (trading as Fidelity) actions in transferring in her ISA investments from another provider. What happened Mrs J believes it didn’t handle this process fairly or correctly and that it withheld infor... (3 pages)View decision -
Decision Reference DRN-3118664
22 Feb 2022 Utmost Life and Pensions Limited Not upheldPensions and AnnuitiesDRN-3118664 The complaint Mr H complains that Utmost Life and Pensions Limited didn’t carry out adequate due diligence before it transferred his pension to another pension provider in 2013. He says that Utmost did not give him any warnings about the transfer or set out any risks. It also d... (3 pages)View decision -
Decision Reference DRN-4054197
29 Jun 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4054197 The complaint Mr L complains about the assistance he received from TransUnion International UK Limited with regards to fraudulent entries and CIFAS loadings on his report. Mr L is also unhappy with the time it took to add a notice of correction (NOC), and the password being vis... (3 pages)View decision -
Decision Reference DRN-2588839
3 Aug 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2588839 The complaint Mr P complains that a Bank of Scotland Plc error resulted in him not having access to his online business banking and subsequently suffering a loss of income. What happened Upon securing a COVID bounce-back loan from Bank of Scotland, Mr P says that he was going ... (3 pages)View decision -
Decision Reference DRN3551658
26 Apr 2017 Black Horse Limited UpheldBanking and creditMr K complains that the car he acquired through a hire purchase agreement (HPA) with Black Horse Limited (the business) was not of satisfactory quality.backgroundMr K entered into a HPA to acquire a new car. The car was delivered in October 2015. A month later Mr K rais... (3 pages)View decision -
Decision Reference DRN-3939656
2 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3939656 The complaint Mr F has complained about his car insurer Admiral Insurance (Gibraltar) Limited because he was stopped by police who said he didn’t have insurance and when he called Admiral from the side of the road it initially found his cover but then said it was for a differen... (2 pages)View decision
