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 369227 results
-
Decision Reference DRN-4789665
8 Jan 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-4789665 The complaint Mr L and Mrs S complain that a car they had via a hire purchase agreement with Go Car Credit Limited wasn’t of satisfactory quality. What happened In April 2023 Mr L and Mrs S entered into a four-year hire purchase agreement for a used car. The car was around e... (5 pages)View decision -
Decision Reference DRN-5198116
8 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5198116 The complaint Mr and Mrs R have complained about Covea Insurance plc’s decision to decline a claim they made under their home and buildings insurance policy for storm damage. Mr and Mrs R are represented in their complaint. For ease, I will refer to Mr R as the lead complain... (3 pages)View decision -
Decision Reference DRN-5036405
8 Jan 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5036405 The complaint The estate of Mrs D complained about The Prudential Assurance Company Limited (The Prudential). The estate complained that it continued to charge fees on an investment plan, and it shouldn’t have done. The estate would like The Prudential to pay what the policy... (4 pages)View decision -
Decision Reference DRN-5200436
8 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5200436 The complaint Miss T is unhappy that Bank of Scotland plc, trading as Halifax, will not refund the money she lost as the result of a scam. What happened As both parties are familiar with the details of the scam I will not repeat them here in full. In summary, Miss T fell vic... (4 pages)View decision -
Decision Reference DRN-5212456
8 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5212456 The complaint Mr and Mrs D have complained about the way Liverpool Victoria Insurance Company Limited trading as LV (LV) dealt with a claim they made for an escape of water under their home insurance policy. For ease as Mr D is the main complainant, I will refer to him on be... (4 pages)View decision -
Decision Reference DRN-5219605
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5219605 The complaint A company, which I’ll refer to as T, complains that Barclays Bank UK PLC hasn’t cancelled two guarantees which ought to have expired in 2017. What happened In the 1990s, T carried out work for a national utility company in a foreign country, under two contracts... (3 pages)View decision -
Decision Reference DRN-5248316
8 Jan 2025 Capita Life & Pensions Regulated Services Limited UpheldPensions and AnnuitiesDRN-5248316 The complaint Mr T has complained about a transfer of his Capita Life & Pensions Regulated Services Limited personal pension to a small self-administered scheme (SSAS 1 ) in August 2015. Mr T’s SSAS was subsequently used to invest in a UK property development which faile... (14 pages)View decision -
Decision Reference DRN-5249193
8 Jan 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5249193 The complaint Mr O is unhappy with the service he received from Clydesdale Bank Plc, trading as Virgin Money, surrounding an ISA transfer request. What happened Mr O held a cash ISA with Virgin and wanted to transfer that ISA to another provider (whom I’ll refer to as ‘C’).... (3 pages)View decision -
Decision Reference DRN-5198156
8 Jan 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5198156 The complaint Mr G complains that Barclays Bank UK PLC charged him additional interest on his loan account. What happened On 18 March 2019 Mr G took out a loan with Barclays for £35,000 over 60 months. Mr G failed to make his contractual monthly payment between March and May... (3 pages)View decision -
Decision Reference DRN-5249147
8 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5249147 The complaint Mr R is unhappy that The Co-operative Bank Plc consider him to have not met the criteria to qualify for an incentive payment. What happened Mr R switched his current account to Co-op and opened a savings account with Co-op to take advantage of an incentive Co-... (3 pages)View decision
