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 118878 results
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Decision Reference DRN-3777735
16 Nov 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3777735 The complaint Mr B complains about how Hastings Insurance Services Limited administered his motor insurance policy. He wants compensation for the upset this caused him. What happened Mr B checked how much the renewal of his policy with Hastings would cost with a different addre... (2 pages)View decision -
Decision Reference DRN-3805410
16 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3805410 The complaint Mr L and Ms O complain that AXA Insurance UK Plc has unfairly declined a claim they’ve made on their buildings insurance policy following a claim for subsidence to the extension of their property. What happened Mr L has led the complaint with this Service, so I’ll... (2 pages)View decision -
Decision Reference DRN-3809192
16 Nov 2022 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3809192 The complaint Mrs T complains that Vanquis Bank Limited have irresponsibly lent to her. What happened Mrs T applied for a Vanquis credit card in October 2019 and she was accepted for a £1,000 credit limit. Mrs T complained to Vanquis that they had irresponsibly lent to her and ... (4 pages)View decision -
Decision Reference DRN-3684813
16 Nov 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3684813 The complaint Mr L complains that Santander UK Plc were unable to recall a £10,000 payment which he sent in error. Mr L is represented by his wife in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made as being made by Mr L h... (3 pages)View decision -
Decision Reference DRN-3802722
16 Nov 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3802722 The complaint Mr L complained because the amount ReAssure Limited is paying him for his annuity is less than the amount it quoted. What happened On 17 January 2022 ReAssure sent Mr L a letter which outlined two retirement options: an annual pension of £2,840.28, or taking £17... (3 pages)View decision -
Decision Reference DRN-3808903
16 Nov 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3808903 The complaint Mr M has complained to Portal Financial Services LLP (formerly known as Portafina) about advice he received to transfer his personal pension to a Self-Invested Personal Pension (SIPP). What happened In 2013 Mr N received a cold call from a business offering him a ... (9 pages)View decision -
Decision Reference DRN-3777792
16 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3777792 The complaint Mr G has complained that the balance on his mortgage account with Barclays Bank UK Plc has been incorrect for a number of years. Mr G would like Barclays to adjust the account to its correct position, taking into account all payments made. Mr G is represented in t... (3 pages)View decision -
Decision Reference DRN-3672402
16 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3672402 The complaint Mr J is complaining on behalf of the trustees (Mr B, Mrs J and Ms L) of a trust, about the poor service provided by Aviva Life & Pensions UK Limited (Aviva) when responding to Mr J’s information requests on behalf of the settlor, Mr B. The trust held his whole... (3 pages)View decision -
Decision Reference DRN-3805429
16 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3805429 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost after falling victim to a scam. What happened In June 2020, Mr B sold his home in the UK and received the proceeds into his Lloyds bank account. Mr B says he had been travelling to a location ... (10 pages)View decision -
Decision Reference DRN-3806685
16 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3806685 The complaint Mr W complains about the way a balance transfer he made has been handled by Barclays Bank UK PLC trading as Barclaycard. What happened In March 2018, Mr W transferred a balance from another credit card to one with Barclaycard. The balance was due to be interest fr... (3 pages)View decision
