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-4549434
21 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4549434 The complaint Mr S complained that his investments managed by Aviva Life & Pensions UK Limited (Aviva) had significantly fallen in value, despite him asking that they be protected as he was close to his planned retirement date. He believes that Aviva is responsible for this... (3 pages)View decision -
Decision Reference DRN-4578000
21 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4578000 The complaint Miss M is complaining about Moneybarn No.1 Limited (Moneybarn). She says they were irresponsible in lending to her as the loan was unaffordable. What happened In October 2020, Miss M took out a conditional sale agreement with Moneybarn to finance the purchase of ... (3 pages)View decision -
Decision Reference DRN-4514358
21 Mar 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4514358 The complaint Mr K complained that The Prudential Assurance Company Limited (Prudential) delayed him taking his retirement benefits owing to the poor service it provided him. He would like the compensation it has paid him for distress and inconvenience to be increased. What hap... (4 pages)View decision -
Decision Reference DRN-4698074
21 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4698074 The complaint Mr S complains that Barclays Bank UK PLC won’t refund a disputed transaction made from his current account. He’d like the funds returned and compensation for the impact. What happened Mr S had a current and a savings account with Barclays. On 7 December 2020 Mr S’... (3 pages)View decision -
Decision Reference DRN-4428628
21 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4428628 The complaint Ms W complains esure Insurance Limited didn’t treat her fairly when handling two claims against her motor insurance policy. What happened In July 2022 Ms W asked our Service to investigate her complaint against esure. The complaint was that esure had handled two c... (2 pages)View decision -
Decision Reference DRN-4647480
21 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4647480 The complaint Mr and Mrs M complain about the price AXA PPP Healthcare Limited has quoted for a continuation private medical insurance policy. They feel AXA has failed to honour promises it made not to carry out new medical underwriting when Mr M left his employer’s group priva... (4 pages)View decision -
Decision Reference DRN-4511217
21 Mar 2024 Aldermore Bank Plc Not upheldMortgagesDRN-4511217 The complaint Mr and Mrs H complain that Aldermore Bank Plc unfairly applied an early repayment charge (ERC) when they repaid their buy-to-let mortgage. What happened Mr and Mrs C had a buy-to-let mortgage with Aldermore. In 2021 they took out a fixed interest rate product. It ... (2 pages)View decision -
Decision Reference DRN-4652042
21 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4652042 The complaint Mr P complains Barclays Bank UK PLC (Barclays) failed to notify him of a change to his savings account interest rate. What happened Mr P says he opened a Blue Rewards account (BRA) with Barclays in October 2022 alongside a Rainy-Day Saver account (RDS) which paid ... (3 pages)View decision -
Decision Reference DRN-4698254
21 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4698254 The complaint Miss B has complained about her car insurer AXA Insurance UK Plc regarding how it handled a claim she made following an accident. What happened Miss B had an accident in July 2023. She made a claim to AXA, followed by a complaint a few days later. AXA upheld that ... (5 pages)View decision -
Decision Reference DRN-4652168
21 Mar 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4652168 The complaint Mrs M, through a representative, complains that Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened Mrs M applied for a credit card from 118 118 Money in December 2018. She was given a credit limit of £250. There was no intere... (2 pages)View decision
