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-4790644
1 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4790644 The complaint Mr T is unhappy that his legal expenses insurance claim has been declined by Liverpool Victoria Insurance Company Ltd (LV) and by how it handled his claim. What happened Mr T purchased home insurance on 13 December 2022. He has told this service that at the time o... (3 pages)View decision -
Decision Reference DRN-4719986
1 Jul 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4719986 The complaint Mr B is unhappy in the way that Mercedes-Benz Financial Services UK Limited trading as Mercedes Benz Financial Services (“MBFS”) communicated with him before his hire purchase agreement came to an end. What happened Mr B acquired a car under a 24 month hire purcha... (2 pages)View decision -
Decision Reference DRN-4879845
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4879845 The complaint Mr K’s complaint against Phoenix Life Limited (trading as Standard Life Assurance Limited) is about the partial transfer of his pension to another pension provider. Mr K is unhappy that some of the funds sold were then held in cash for over a month before they wer... (10 pages)View decision -
Decision Reference DRN-4829869
1 Jul 2024 TSB Bank plc Not upheldMortgagesDRN-4829869 The complaint Mr H complains that his mortgage lender, TSB Bank plc, failed to show support and forbearance at a difficult time. What happened Mr H has a mortgage with TSB. Sadly, in 2023, he suffered a family bereavement. Not only was this a difficult time emotionally, but Mr ... (4 pages)View decision -
Decision Reference DRN-4883266
1 Jul 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4883266 The complaint Mrs G and Miss G are unhappy that Astrenska Insurance Limited (Astrenska) increased the premium on their travel policy mid-way. Any reference to Astrenska includes all its agents. What happened Mrs G and Miss G had a joint annual travel insurance policy. The polic... (3 pages)View decision -
Decision Reference DRN-4883236
1 Jul 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4883236 The complaint A solicitors’ firm representing Mrs C complains on her behalf about St. James's Place Wealth Management Plc, referred to as ‘SJP’. In summary, it says that Mrs C didn’t receive a review of her investments in 2018 so had been wrongly charged for a service that... (4 pages)View decision -
Decision Reference DRN-4867465
1 Jul 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4867465 The complaint Mr C complains about some customer service issues he’s had with a loan from Sainsbury's Bank Plc (“Sainsbury’s”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my r... (2 pages)View decision -
Decision Reference DRN-4813921
1 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4813921 The complaint Mr I has complained about his let property insurer AXA Insurance UK Plc because it declined his storm claim made for a collapsed garden wall. What happened Mr I was notified, following a storm in December 2023, of damage in the garden of his property. He made a cl... (2 pages)View decision -
Decision Reference DRN-4837314
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4837314 The complaint Ms N complains about how Nationwide Building Society handled a chargeback claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms N approached Nationwide... (7 pages)View decision -
Decision Reference DRN-4642227
1 Jul 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4642227 The complaint Mr F complains Creation Consumer Finance Ltd failed to remind him of the date by which he needed to pay it £749.00 to avoid interest accruing on his account and becoming payable by him. What happened On 17 October 2022 Mr F purchased an electrical item costing £74... (3 pages)View decision
