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 380824 results
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Decision Reference DRN-4954308
24 Sep 2024 AFH Independent Financial Services Limited UpheldInvestmentsDRN-4954308 The complaint Mr K and Ms P are unhappy with AFH Independent Financial Services Limited’s (AFH) handling of their requests to switch and realign investments within their Individual Savings Accounts (ISAs) and bonds. What happened Mr K and Ms P hold ISAs and bonds that AFH we... (2 pages)View decision -
Decision Reference DRN-4717271
24 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4717271 The complaint Mr C complains that American Express Services Europe Limited (AESEL) failed to amend his address details and sent letters and cheques to the wrong address. What happened Mr C referred a complaint to this Service in October 2022. He was upset that after he close... (2 pages)View decision -
Decision Reference DRN-4974647
24 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4974647 The complaint Mr N complains that American Express Services Europe Limited (AESEL) have misled him with the credit card he opened with them, and they have given him incorrect information over the phone. What happened Mr N opened a Platinum Cashback Everyday credit card with ... (2 pages)View decision -
Decision Reference DRN-3935755
24 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3935755 The complaint Mr A has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A ... (6 pages)View decision -
Decision Reference DRN-4896923
24 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4896923 The complaint Miss P complains that Clydesdale Bank Plc, trading as Virgin Money (“Virgin Money”) approved a credit card for her when she could not afford it. What happened Miss P applied for a credit card in July 2022. It was approved and her first credit limit was £1,500 w... (2 pages)View decision -
Decision Reference DRN-4943971
24 Sep 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4943971 The complaint Mrs F complains that Inter Partner Assistance SA (IPA) declined her claim against her travel insurance policy. What happened In summary, Mrs F took out a single trip travel insurance policy underwritten by IPA in relation to a trip in January 2024. Her return ... (2 pages)View decision -
Decision Reference DRN-4928551
24 Sep 2024 esure Insurance Limited Not upheldInsuranceDRN-4928551 The complaint Mr Z has complained about the poor service he received and the market value reached when he made a claim under his car insurance policy with esure Insurance Limited. What happened In January 2024 Mr Z made a claim to esure following an incident. Mr Z complained... (2 pages)View decision -
Decision Reference DRN-4786412
24 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4786412 The complaint This final decision follows a decision I issued on 23 September 2024 in which I explained that the complaint below is the only matter I will be considering. Mr and Mrs K’s complaint is that Lloyds Bank PLC led them to believe their application for a mortgage i... (2 pages)View decision -
Decision Reference DRN-5039194
24 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5039194 The complaint Mr N complains that American Express Services Europe Limited (AESEL) misled him into choosing the wrong credit card, and they provided him with poor customer service. What happened Mr N says AESEL misled him into choosing the wrong credit card with them. He say... (3 pages)View decision -
Decision Reference DRN-5033841
24 Sep 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5033841 The complaint Mr B’s complaint is about the refusal of a claim for a stolen laptop under his insurance policy with Assurant General Insurance Limited. What happened In September 2023, Mr B contacted Assurant to make a claim under his policy as his laptop had been stolen. Mr... (4 pages)View decision
