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 DRN0744245
25 Nov 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr S complains about the rejection of his travel claim by AXA Insurance UK Plc. backgroundMr S was burgled whilst on holiday, he claimed for some currency and a computing device. AXA asked for proof that he owned the device, and evidence of the source of the curren... (1 page)View decision -
Decision Reference DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)View decision -
Decision Reference DRN1948568
22 May 2015 Barclays Bank Plc UpheldBanking and creditMr A complains that Barclays Bank Plc refuses to remove the default it has registered on his account. He complains that this is unfair as he never received the appropriate documents to tell him that Barclays was closing the account never mind to tell him it was g... (3 pages)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN3808199
17 Oct 2014 GE Money Home Lending Limited Not upheldBanking and creditMr and Ms T make a number of complaints about the administration of their mortgage GE Money Home Lending Limited (‘GEMHL’)backgroundIn 2007 Mr and Ms T took out an interest-only mortgage with GEMHL. They fell into arrears and GEMHL started legal proceedings for possession through GE Mo... (2 pages)View decision -
Decision Reference DRN-2968062
26 Jul 2022 SOVEREIGN PENSION SERVICES (UK) LIMITED Not upheldPensions and AnnuitiesDRN-2968062 The complaint Mr M says Sovereign Pension Services (UK) Limited (Sovereign) was responsible for a delay in acting on his instruction to disinvest from the funds in his Self-invested Personal Pension (SIPP). He says this resulted in substantial financial detriment to him. Mr M i... (5 pages)View decision -
Decision Reference DRN-2709859
19 Apr 2021 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-2709859 The complaint Mr R complains that Capital One (Europe) plc (Capital One) lent to him irresponsibly. What happened Mr R applied for a credit card from Capital One. This was agreed in October 2015, and a limit of £200 approved. In September 2016, the card was suspended. In Novemb... (3 pages)View decision -
Decision Reference DRN5417585
1 Sep 2020 Gefion Insurance A/S UpheldInsurance (excluding PPI)Mr J complains that Gefion Insurance A/S cancelled his commercial motor insurance policy. He wants the cancellation record removed and a reimbursement of his cancellation costs. backgroundMr J bought a policy from Gefion for a van he had bought from his father. Gefion was concerned that Mr... (3 pages)View decision -
Decision Reference DRN5731386
11 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs L have complained that Bank of Scotland plc (trading as Halifax) mis-sold an Ultimate Reward Current Account (URCA) to them in 2009. They paid a monthly fee for the account which offered several benefits in return.Mr and Mrs L have used a claims manageme... (2 pages)View decision