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 359538 results
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Decision Reference DRN-4537356
2 Jul 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-4537356 The complaint Mr H complains that his mortgage with The Co-operative Bank Plc trading as Platform was mis-sold, and that Platform has withheld information from him even after he’s made a subject access request. What happened Mr H and his former partner took out a mortgage in 20... (3 pages)View decision -
Decision Reference DRN-4884536
2 Jul 2024 Premium Credit Limited Not upheldConsumer CreditDRN-4884536 The complaint Mr K complains that Premium Credit Limited (PCL) opened a credit agreement without his authorisation and are incorrectly reporting missed payments to his credit file. What happened In February 2022 PCL received instruction to set up a credit agreement to fund Mr K... (3 pages)View decision -
Decision Reference DRN-4776023
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4776023 The complaint Ms G complains about AXA Insurance UK Plc’s response to her home insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed repair agents. As AXA accept they are accountable for the actions o... (3 pages)View decision -
Decision Reference DRN-4884280
2 Jul 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4884280 The complaint Mr G’s complaint is that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably when deciding against paying his claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down his comp... (3 pages)View decision -
Decision Reference DRN-4877907
2 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4877907 The complaint Mr E complains that National Westminster Bank Plc (NWest) won’t refund money he lost in an investment scam. What happened What Mr E says: Mr E’s complaint has been put to us by a third-party claims firm. He says he made ten payments totalling £4,517 from two of hi... (4 pages)View decision -
Decision Reference DRN-4871217
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4871217 The complaint Ms G complains about AXA Insurance UK Plc’s response to her home insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed repair agents. As AXA accept they are accountable for the actions o... (2 pages)View decision -
Decision Reference DRN-4815309
2 Jul 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4815309 The complaint Mr H complains that James Hay Administration Company Ltd trading as James Hay Partnership (JH) ought to have notified him about a corporate action that involved a share I’ll refer to as share S. He says he’s lost out financially because it didn’t, as his shares we... (9 pages)View decision -
Decision Reference DRN-4855709
2 Jul 2024 Wakam Not upheldInsuranceDRN-4855709 The complaint Mrs C’s complaint is about the rejection of a claim made under her pet insurance policy with Wakam. What happened In October 2021, Mrs C’s dog was spayed. Mrs C says the operation was medically necessary, as her dog had discharge and a temperature which the vet sa... (4 pages)View decision -
Decision Reference DRN-4883915
2 Jul 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4883915 The complaint Mr C’s representative has complained, on his behalf, that Harbour Rock Capital Limited (HR) delayed the advice and transfer process for his defined benefits he held with an occupational pension scheme (OPS). The representative has said that this resulted in the ex... (9 pages)View decision -
Decision Reference DRN-4821058
2 Jul 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4821058 The complaint C, a limited company, complains PayPal (Europe) Sarl et Cie SCA limited its account. What happened C is represented by Mr N, a director. PayPal limited, or suspended, C’s account. Mr N complained as there was a significant amount of money in the account. PayPal ag... (2 pages)View decision
