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 366873 results
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Decision Reference DRN-5015197
15 Oct 2024 Vitality Health Limited Not upheldInsuranceDRN-5015197 The complaint Mr F complains about the price quoted by Vitality Health Limited (“Vitality”) to continue his private medical insurance policy. What happened Mr F had private medical insurance through his employer’s Business Healthcare plan. Mr F then contacted Vitality and r... (3 pages)View decision -
Decision Reference DRN-4702822
15 Oct 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4702822 The complaint Mr B is unhappy with a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited. What happened Mr B took out a hire purchase agreement with Startline, which started on 30 August 2022. This was for a used car with a cash ... (3 pages)View decision -
Decision Reference DRN-5014505
15 Oct 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5014505 The complaint Mrs B complains that Phoenix Life Limited (Phoenix) gave her unsuitable advice when she took out her stakeholder pension plan with it. She said that she’d told Phoenix’s representative that she didn’t want to go into a fund which could lose money. And that he’d... (6 pages)View decision -
Decision Reference DRN-5061117
15 Oct 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5061117 The complaint Mr B complained that his home insurance policy with Tesco Underwriting Limited (“Tesco”) was unfairly voided due to misrepresentation (underinsurance). What happened Mr B made a claim following a theft at his home. Tesco validated the details of the claim again... (3 pages)View decision -
Decision Reference DRN-5076958
15 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5076958 The complaint Ms G says Vanquis Bank Limited irresponsibly lent to her. What happened Ms G took out a credit card from Vanquis in December 2018. She was given a credit limit of £1,000. This was increased as set out below. credit limit increase date value, £ 1 04/04/2019 £1,5... (4 pages)View decision -
Decision Reference DRN-4575945
15 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4575945 The complaint Mr and Mrs R complain that AXA Insurance UK Plc rejected a claim on a commercial property insurance policy. What happened Mr R dealt with the correspondence regarding the claim and complaint, so for ease I’ll refer to him throughout. The claim concerns a proper... (3 pages)View decision -
Decision Reference DRN-5007180
15 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5007180 The complaint Mr and Mrs W are unhappy that Ageas Insurance Limited (“AIL”) declined their roof damage claim. The buildings and contents insurance, underwritten by AIL, was in joint names. For ease of reading, and because he brought the complaint, I’ll refer just to Mr W thr... (3 pages)View decision -
Decision Reference DRN-5083283
15 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5083283 The complaint Mr C complains about his credit card from Barclays Bank UK PLC trading as Barclaycard (Barclaycard). What happened Mr C originally had one Barclaycard – since 2012. I will call this Card 1. Several things took place on Card 1 from August 2015: - In August 2015,... (5 pages)View decision -
Decision Reference DRN-4741025
15 Oct 2024 more 2 life Ltd Not upheldMortgagesDRN-4741025 The complaint This complaint is about an equity release mortgage Ms R took out with more 2 life Ltd (referred to here as M2L) in 2023. Ms R wants to repay the mortgage, but would like M2L to waive the early repayment charge (ERC). Ms R has been assisted in bringing her comp... (4 pages)View decision -
Decision Reference DRN-5059293
15 Oct 2024 Hargreaves Lansdown Advisory Services Limited UpheldInvestmentsDRN-5059293 The complaint Mrs O complains about investment advice she received from Hargreaves Lansdown Advisory Services Limited (HL) in 2019. She says HL’s advice exposed her to losses within her savings and pension that she couldn’t afford. What happened Mrs O had a range of investme... (11 pages)View decision
