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 371485 results
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Decision Reference DRN-4909922
30 Jul 2024 Money Redress Limited Not upheldClaims ManagementDRN-4909922 The complaint Miss S complains about Money Redress Limited (“MRL”) and the fee they are charging regarding a successful claim for a mis-sold pension. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronolog... (4 pages)View decision -
Decision Reference DRN-4403006
30 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4403006 The complaint Mr W is unhappy with how AXA Insurance UK Plc’s (“AXA”) has handled a claim made on his home insurance policy. Mr W is being represented on this complaint. Any reference to him includes the comments of his representative. Any reference to AXA includes the actio... (5 pages)View decision -
Decision Reference DRN-4862778
30 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4862778 The complaint Mr and Mrs A’s complaint is about a residential mortgage they have with Barclays Bank UK PLC. They are unhappy that an interest rate product they applied for in July 2022 was not attached to their mortgage. What happened In July 2022 Mr and Mrs A had an existin... (5 pages)View decision -
Decision Reference DRN-4908896
30 Jul 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4908896 The complaint Mr G is unhappy because he applied for a loan from Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) which advertised a headline rate of 5.6% but when he received his credit agreement the rate was 14%. What happened On 29 November 2023 Mr G applied for... (2 pages)View decision -
Decision Reference DRN-4861378
30 Jul 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4861378 Complaint Mr S has complained about the quality of a car that Stellantis Financial Services UK Ltd (“Stellantis”) supplied to him through a conditional sale agreement. Background In September 2023, Stellantis provided Mr S with finance for a used car. The car was just over ... (7 pages)View decision -
Decision Reference DRN-4823984
29 Jul 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4823984 The complaint Mr A complains that he was mis-sold a pensions term assurance plan in 1996 by Allied Dunbar. Allied Dunbar has been taken over by Zurich Assurance Ltd. I shall refer to the business as Zurich in the rest of this decision. Mr A also complains that when his advi... (4 pages)View decision -
Decision Reference DRN-4905844
29 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4905844 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (“VM”) gave him incorrect and/or misleading advice about the amount he needed to spend to qualify for a companion voucher. What happened Mr S holds a Virgin Atlantic Reward credit card with VM. The... (3 pages)View decision -
Decision Reference DRN-4931930
29 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4931930 The complaint Mr L complains that Tesco Personal Finance PLC, trading as Tesco Bank, sent him a text addressed to someone else asking for a credit card payment causing him panic and concern about his account. What happened Mr L has had a credit card with Tesco Bank since 201... (2 pages)View decision -
Decision Reference DRN-4575277
29 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4575277 The complaint Mrs W complains that Bank of Scotland plc, trading as Halifax, withdrew her overdraft facility. What happened Mrs W had a Halifax current account with a £200 overdraft facility, which she used to rely on regularly. But in late 2023, she complained that the over... (2 pages)View decision -
Decision Reference DRN-4936405
29 Jul 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4936405 The complaint Mr and Mrs M are unhappy with the assistance received under a travel insurance policy underwritten by Great Lakes Insurance SE when Mr M required emergency medical treatment whilst abroad. All reference to Great Lakes includes its agents and medical assistance... (5 pages)View decision
