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 369227 results
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Decision Reference DRN-4791454
10 May 2024 Canada Life Limited UpheldPensions and AnnuitiesDRN-4791454 The complaint Mr B is unhappy with Canada Life Ltd (CLL) because they told him they’re unable to honour an updated quote he obtained in respect of a Fixed Term Income Plan (FTIP) he took out with them. What happened Mr B, via his Financial Advisor (IFA), obtained an online quot... (8 pages)View decision -
Decision Reference DRN-4789429
10 May 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4789429 The complaint Mr B is unhappy with Tesco Personal Finance PLC trading as Tesco Bank’s (“Tesco”) response to a claim he made under s.75 Consumer Credit Act 1974. What happened In 2022 Mr B bought a return flight to Canada via a travel agent I’ll call T. He paid £493 using his Te... (3 pages)View decision -
Decision Reference DRN-4644098
10 May 2024 Black Horse Limited Not upheldConsumer CreditDRN-4644098 The complaint Mr G has complained about the quality of a car provided on finance by Black Horse Limited (BH). What happened BH supplied Mr G with a used car on a hire purchase agreement in May 2022. The cash price of the car was around £23,500 and it had covered around 25,000 m... (3 pages)View decision -
Decision Reference DRN-4791045
10 May 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4791045 The complaint Mrs D has complained that Aviva Life & Pensions UK Limited mis-advised her with regard to her mortgage options in 2005. What happened in 2003 Mrs D took out a level term life assurance policy to protect her repayment mortgage. Aviva subsequently underwrote the... (3 pages)View decision -
Decision Reference DRN-4775277
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4775277 The complaint Mrs M complains that Santander UK Plc unfairly refuses to use her second name on correspondence. What happened Mrs M is a customer of Santander and holds a bank account and credit card account. Mrs M has two names but is known by the second rather than the first n... (3 pages)View decision -
Decision Reference DRN-4355616
10 May 2024 Octopus Investments Limited Not upheldInvestmentsDRN-4355616 The complaint Mr J has complained that ‘Offer Prices’ quoted in Octopus Investments Limited’s (‘Octopus’) policy documents weren’t clear. He would like for the number of shares he was allocated to be recalculated if his complaint is upheld. What happened After reviewing the Nov... (4 pages)View decision -
Decision Reference DRN-4791124
10 May 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4791124 The complaint Mr S complains that Moneybarn No. 1 Limited, trading as Moneybarn (‘Moneybarn’), irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In September 2020, Mr S acquired a used car financed by a conditional sa... (3 pages)View decision -
Decision Reference DRN-4715674
10 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4715674 The complaint Mrs E’s complaint is about a claim she made on the legal expenses section of her Zurich travel expenses insurance policy. Mrs E feels that Zurich treated her unfairly. In this decision, all references to Zurich include their claims handlers. What happened Mrs E ma... (3 pages)View decision -
Decision Reference DRN-4790966
10 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4790966 The complaint Mr W complains that Barclays Bank UK PLC (“Barclays”) hasn’t refunded money that left his account which he didn’t authorise. Mr W is represented in this complaint by his mother, Mrs W. What happened The background to this complaint is well known to both parties, s... (4 pages)View decision -
Decision Reference DRN-4760088
10 May 2024 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-4760088 The complaint B, a limited company, complains that Tide Platform Ltd (Tide) unfairly refused to refund money after it raised a chargeback request. B is represented in its complaint by a director of B, Mr H. What happened In September 2023, B was charged £315 for work conducted ... (3 pages)View decision
