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 4196 results
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Decision Reference DRN6566585
23 Jul 2019 Commercial First Mortgages Limited Not upheldBanking and creditMr B complains of delays by his mortgagee Commercial First Mortgages Limited in dealing with his application for its consent to the grant of a new lease of the commercial part of his property. backgroundMr B occupies the upper floor of his property and the ground floor, a shop, is let. The... (5 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 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-3279473
26 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3279473 The complaint Mr P has complained about a transfer of their pension plan held with Phoenix Life Limited (Phoenix) in 2012. Mr P believe the monies have now been lost. Mr P says Phoenix failed in its responsibilities when dealing with the transfer request. He says that it should... (4 pages)View decision -
Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (4 pages)View decision -
Decision Reference DRN3278642
26 Jan 2019 Simplyhealth Access Not upheldInsurance (excluding PPI)Ms M is unhappy that Simplyhealth Access didn’t remove her son from her dental policy when she registered with a new dental practice.backgroundBefore the circumstances that caused this complaint arose, Ms M had a dental policy with Simplyhealth Access that her son was ... (4 pages)View decision -
Decision Reference DRN-5251999
20 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5251999 The complaint Mr L complains about Liverpool Victoria Insurance Company Limited’s (LV) decision to avoid his car insurance policy following a claim he made. What happened Mr L held a motor insurance policy underwritten by LV. He made a claim in March 2024 after he was invol... (4 pages)View decision -
Decision Reference DRN7854705
23 Aug 2016 Experian Limited UpheldBanking and creditMs F complains that, because Experian Limited holds incomplete information about her in more than one credit file, she has been unable to open new accounts. She wants this matter resolved. She complains as well about Experian’s poor customer service in dealing with ... (4 pages)View decision -
Decision Reference DRN6888553
18 Apr 2019 Close Brothers Limited UpheldBanking and creditMr and Mrs B, represented by Ms B, complain Close Brothers Limited didn’t handle the rejection of their vehicle that was subject to a hire purchase agreement (HPA) correctly and have not compensated them fully for the issues that arose.background Mr and Mrs B entered ... (4 pages)View decision
