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 365360 results
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Decision Reference DRN-4536224
10 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4536224 The complaint Ms H complains that Clydesdale Bank Plc trading as Virgin Money failed to process her application for a Recovery Loan and failed to properly support her as a disabled customer. What happened Ms H applied for a government-backed Recovery Loan with Virgin Money for ... (3 pages)View decision -
Decision Reference DRN-4732449
10 Apr 2024 Just Retirement Limited UpheldPensions and AnnuitiesDRN-4732449 The complaint Mrs G complains that Just Retirement Limited (Just) made an error which financially disadvantaged her when she bought her annuity. Mrs G is represented in her complaint by her Financial Adviser (FA). But I’ll only refer to her in my decision. What happened Despite... (6 pages)View decision -
Decision Reference DRN-4673873
10 Apr 2024 BISL Limited Not upheldInsuranceDRN-4673873 The complaint Miss B complained that her broker, BISL Limited (“BISL”) unfairly cancelled her motor policy because it had identified anomalies in the details used when she applied for her policy. She said this led to her paying higher premiums. What happened Miss B provided her... (2 pages)View decision -
Decision Reference DRN-4697701
10 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4697701 The complaint Mr S complains that Clydesdale Bank Plc did not contact him when he had a large sum of money to invest. He says that, as a result, he lost out on interest he could have earned on his money. What happened In or around December 2023 Mr S received a substantial six-f... (2 pages)View decision -
Decision Reference DRN-4712148
10 Apr 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4712148 The complaint Miss J complains that Tesco Personal Finance PLC (trading as Tesco Bank) was irresponsible to lend to her. What happened Miss J was approved for a credit card with Tesco as follows: Date Limit Initial application 5 Jun 2022 £1,400 Credit Limit increase 13 Oct 2023... (3 pages)View decision -
Decision Reference DRN-4307691
10 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4307691 The complaint Mrs K complains that Aviva Life & Pensions UK Limited (Aviva) gave her unsuitable advice to start contributions to a Free Standing Additional Voluntary Contribution (FSAVC) plan. Another business, which is now part of Aviva, provided the advice. But Aviva is r... (6 pages)View decision -
Decision Reference DRN-4715887
10 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4715887 The complaint Mr W has complained that AXA Insurance UK Plc (AXA) shared his personal data with his ex-wife. Mr W held a car insurance policy with AXA. What happened In June 2023 Mr W contacted AXA as he said he was having trouble accessing his online account for his car insura... (3 pages)View decision -
Decision Reference DRN-4639767
10 Apr 2024 Premier Insurance Company Limited UpheldInsuranceDRN-4639767 The complaint Mrs G complains about how Premier Insurance Company Limited (Premier) handled the claim made on her motor insurance policy and the market value applied to the car. What happened In September 2023, Mrs G’s car was involved in an accident. Ultimately, Mrs G claimed ... (3 pages)View decision -
Decision Reference DRN-4733518
10 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4733518 The complaint Miss C has complained that National Westminster Bank Plc (‘NatWest’) did not allow her to transfer funds she held with it to an account she had with another bank in May 2023. She is also unhappy with the way in which NatWest subsequently dealt with her concerns ra... (5 pages)View decision -
Decision Reference DRN-4437237
10 Apr 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4437237 The complaint Mr M complains that FirstRand Bank Limited, trading as MotoNovo Finance, recorded missed payments on his credit file. What happened In 2019 Mr M entered into a regulated hire purchase agreement with MotoNovo Finance in relation to a used car. In June 2020 he was g... (2 pages)View decision
