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 364862 results
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Decision Reference DRN-4632250
22 Mar 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4632250 The complaint Mr W complains about a letter sent to him by Telefonica UK Limited trading as O2, which contained an enforcement and termination notice for a fixed sum loan agreement. What happened In June 2022, Mr W took out a fixed sum loan agreement with Telefonica, to pay for... (4 pages)View decision -
Decision Reference DRN-4701865
22 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4701865 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (Admiral) doubled his premium unfairly because a telematics box wasn’t installed in his car, under his motor insurance policy. What happened Mr H says he bought his dream car and took out an insurance polic... (4 pages)View decision -
Decision Reference DRN-4562566
22 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4562566 The complaint Mr B complains, via his daughter, that Barclays Bank UK PLC closed his savings account without checking for Direct Debits. Mr B says this account closure caused him to miss payments to his media provider which meant he had to set up a new account and package at an... (4 pages)View decision -
Decision Reference DRN-4687289
22 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4687289 The complaint Ms A complains that HSBC Bank UK Bank Plc (HSBC) has declined to refund the money she lost when she invested into what now appears to have been an investment scam. What happened On 23 February 2024, I issued my provisional findings on Ms A’s complaint. I wanted to... (3 pages)View decision -
Decision Reference DRN-4600691
22 Mar 2024 Impact Insurance Services (Bolton) Ltd Not upheldInsuranceDRN-4600691 The complaint Mrs S and Mr S have complained about Impact Insurance Services (Bolton) Ltd. They are not happy with the deductions and cancellation charges it made when they cancelled their commercial buildings insurance policy. What happened Mrs S and Mr S took out a commercial... (2 pages)View decision -
Decision Reference DRN-4473464
22 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4473464 The complaint Mr S has complained about the actions of The Prudential Assurance Company Limited (Prudential) when he withdrew funds from his plan and he is unhappy with the issues that arose subsequently concerning the service provided to resolve things. What happened The histo... (5 pages)View decision -
Decision Reference DRN-4634710
22 Mar 2024 Wakam Not upheldInsuranceDRN-4634710 The complaint Mr B complains about the service provided by Wakam when he collected his car following repairs carried out under his commercial motor insurance policy claim. What happened Mr B’s car was taken for repairs by Wakam’s approved repairer. When these were completed, th... (2 pages)View decision -
Decision Reference DRN-4596075
22 Mar 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-4596075 The complaint Mr H complains about Scottish Equitable Plc trading as Aegon (Aegon). He’s unhappy with the drop in the value of his Personal Pension Plan (PPP), and considers that Aegon misrepresented and mismanaged the fund he was invested in. What happened In 2011, on his empl... (6 pages)View decision -
Decision Reference DRN-4506144
22 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4506144 The complaint Mr O complains that Nationwide Building Society hasn’t refunded a payment he made using his credit card. What happened In 2019, Mr O entered into a contract with a holiday tour operator (who I’ll refer to as “T”). The total cost of the tour was £10,978.79 for two ... (4 pages)View decision -
Decision Reference DRN-4701236
22 Mar 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4701236 The complaint Mrs G and Mr G are unhappy with the service provided by Highway Insurance Company Limited (Highway Insurance) following a claim made on their home insurance policy. Mrs G and Mr G are both parties to this complaint. Mr G has primarily dealt with this service. For ... (6 pages)View decision
