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 366763 results
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Decision Reference DRN-4424950
30 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4424950 The complaint Mr L complains about the service provided by Royal & Sun Alliance Insurance Limited (‘RSA’) and how they’ve applied the policy terms of the contents section of his home insurance. RSA are the underwriters (insurers) of this policy. Some of this complaint conce... (3 pages)View decision -
Decision Reference DRN-4773546
30 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4773546 The complaint Mr J complains that American Express Services Europe Limited won’t help him in his dispute about the delivery of clothes from a merchant. What happened In April 2023 Mr J used his American Express Services Europe Limited (Amex for short) credit card ... (3 pages)View decision -
Decision Reference DRN-4730727
30 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4730727 The complaint Mrs S says U K Insurance Limited (‘UKI’) wrongly held her at fault for an accident when she made a claim on her motor insurance policy and provided poor service to her. What happened Mrs S says her car was stationary at a junction whilst she waited to turn right o... (4 pages)View decision -
Decision Reference DRN-4424767
30 Apr 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4424767 The complaint Mr and Mrs C’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably when dealing with a complaint about a loan taken out in 2016. What happened Mr and Mrs C purchased membership of an asset-backed timeshare called the Fractional P... (5 pages)View decision -
Decision Reference DRN-4689833
30 Apr 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4689833 The complaint Mr T complains about the service provided by Scottish Widows Limited in relation to transferring in his pension plans from other providers. He says the delays caused him a financial loss and expects substantial compensation to reflect the inconvenience he’s experi... (8 pages)View decision -
Decision Reference DRN-4751356
30 Apr 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4751356 The complaint Mr and Mrs L complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs L say they have a claim ... (6 pages)View decision -
Decision Reference DRN-4718534
30 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4718534 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) changed the monthly amount of his annuity income. What happened Mr M had an annuity with Aviva that, in the 2022 / 23 tax year paid about £1,249. Aviva deducted around £250 in tax. Providing Mr M a ... (2 pages)View decision -
Decision Reference DRN-4488500
30 Apr 2024 Bank of Scotland Plc UpheldMortgagesDRN-4488500 The complaint Mr and Mrs K complain that Bank of Scotland plc trading as Halifax incorrectly said they could keep a staff concessionary interest rate on part of their mortgage after Mr K ended his employment with it. They say this meant they lost out on securing a better rate e... (7 pages)View decision -
Decision Reference DRN-4771457
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4771457 The complaint Mr M and Mrs M are unhappy that Barclays Bank UK PLC couldn’t tell them what currency exchange rate would be applied to a large currency exchange they wanted to make. What happened Mr M and Mrs M sold an overseas property and on 1 March 2023 they transferred the p... (3 pages)View decision -
Decision Reference DRN-4441650
30 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4441650 The complaint A partnership, which I will refer to as E, complains about Lloyds Bank Plc. Its partners say: Lloyds failed to rename one of E’s accounts to include the word “client” (and allow E to comply with its regulator’s requirements). Lloyds refused to allow E to place m... (6 pages)View decision
