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 362716 results
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Decision Reference DRN-4714132
28 Mar 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4714132 The complaint Mrs B complains on behalf of Mr B that Northern Bank Limited trading as Danske Bank unreasonably declined an application to open a business account. What happened In November 2022 Danske Bank wrote to Mrs B to advise that she appeared to be using her personal acco... (3 pages)View decision -
Decision Reference DRN-4676561
28 Mar 2024 Prac Financial Limited Not upheldConsumer CreditDRN-4676561 The complaint Mr J complains PRAC Financial Limited wrongly reported a loan to his credit file which affected his financial standing. Mr J is represented by his father in this matter, but for ease I shall refer primarily to Mr J as it is his complaint. What happened I issued my... (10 pages)View decision -
Decision Reference DRN-4625899
28 Mar 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4625899 The complaint Miss F complains about how AA Underwriting Insurance Company Limited (“AA”) handled a refund and renewal of her car insurance policy following a claim. What happened Miss F was involved in an incident in 2022 and made a claim from AA. She wasn’t happy with its ser... (2 pages)View decision -
Decision Reference DRN-4707836
28 Mar 2024 BUPA Insurance Limited UpheldInsuranceDRN-4707836 The complaint Mr H has complained that BUPA Insurance Limited declined his claim for an MRI. What happened The background to this matter is well known to the parties so I won’t repeat it in detail here. In summary BUPA authorised a second MRI for Mr H three months after the fir... (3 pages)View decision -
Decision Reference DRN-3771776
28 Mar 2024 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3771776 The complaint Mr S complains that Westerby Trustee Services Limited (‘Westerby’) should have carried out adequate due diligence before accepting his application from Abana Unipessoal Lda (‘Abana’), for a Self-Invested Personal Pension (‘SIPP’) and allowing him to invest into hi... (46 pages)View decision -
Decision Reference DRN-4713225
28 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4713225 The complaint Miss D and Mr H have complained that AXA PPP Healthcare Limited trading as AXA Health (‘AXA’) provided unclear information when selling a policy. All reference to AXA includes any agents acting on its behalf. What happened Mr H called AXA as he was due to retire a... (3 pages)View decision -
Decision Reference DRN-4707351
28 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4707351 The complaint Ms E complains that QIC Europe Ltd unfairly declined cover for a claim she made on a home insurance policy. What happened Ms E insured her property with QIC until November 2022. In November 2022, when her policy expired she changed insurers to a different company,... (2 pages)View decision -
Decision Reference DRN-4610343
28 Mar 2024 Valour Finance Limited UpheldConsumer CreditDRN-4610343 The complaint Mr O complains Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan without carrying out appropriate affordability checks. Mr O also says that interest was added to the outstanding balance even thought he had told Valour about his diff... (7 pages)View decision -
Decision Reference DRN-4714461
28 Mar 2024 Citibank UK Limited Not upheldBanking and PaymentsDRN-4714461 The complaint X is an individual. He complains that Citibank UK Limited blocked a payment from his account and then delayed its return. When the money was returned, X received less than he had transferred from his account. What happened In March 2023 X instructed Citibank to ma... (2 pages)View decision -
Decision Reference DRN-4583832
28 Mar 2024 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-4583832 The complaint Mr P complains that as a result of the way his fixed term retirement plan (FTRP) was set up by Legal and General Assurance Society Limited, he will receive two payments in the same tax year. He says as a result it will mean he pays significantly increased income t... (5 pages)View decision
