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 352408 results
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Decision Reference DRN-5086062
21 Nov 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-5086062 The complaint Miss C complains Evolution Insurance Company Limited (Evolution) misdiagnosed issues with her boiler when she made a claim on her landlord boiler care insurance policy, causing unnecessary costs to herself. And that it unfairly cancelled her policy. Evolution ... (4 pages)View decision -
Decision Reference DRN-5159698
21 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5159698 The complaint Mrs D is unhappy with the service National Westminster Bank Plc provided when she transferred in her cash ISA. What happened Mrs D first completed a Cash ISA transfer request on 6 March 2024. There was a mismatch with her name initially and the transfer failed ... (3 pages)View decision -
Decision Reference DRN-5124406
21 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5124406 The complaint Mr and Mrs S have complained about their building warranty provider Accelerant Insurance Europe SA/NV UK Branch. They had problems with their roof and replaced it, but Accelerant wouldn’t accept their claim made under the defects and damage warranty. What happ... (3 pages)View decision -
Decision Reference DRN-5054733
21 Nov 2024 Equifax Limited UpheldConsumer CreditDRN-5054733 The complaint Mr C complains Equifax Limited are including relatives’ data on to his credit report. What happened Mr C checked his credit file in September 2023 and found his twin brother on his credit report. Mr C raised these issues with Equifax, but instead of resolving ... (2 pages)View decision -
Decision Reference DRN-5128679
21 Nov 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5128679 The complaint Miss R complains American Express Services Europe Limited (AESEL), “AmEx”, reduced the credit limit on her credit card without notice – and then their poor data administration and customer service led to the credit card being unfairly closed. What happened I i... (7 pages)View decision -
Decision Reference DRN-5123825
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5123825 The complaint Mr T and Mrs T complain about Clydesdale Bank Plc trading as Virgin Money (Virgin) in that they missed out on credit interest. As a resolution, Mr and Mrs T want Virgin to pay the interest owed. Mr & Mrs T are represented by a third party who I’ll refer to ... (2 pages)View decision -
Decision Reference DRN-4979923
21 Nov 2024 Legal & General (Portfolio Management Services) Ltd UpheldPensions and AnnuitiesDRN-4979923 The complaint Mr K has complained about the way that Legal & General (Portfolio Management Services) Ltd handled the transfer of his pension. He considers it caused delays, and this resulted in him suffering a financial loss. He also complains that it provided poor custo... (6 pages)View decision -
Decision Reference DRN-5049475
21 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5049475 The complaint Miss P complains about the quality of a car she has been financing through an agreement with Zopa Bank Limited (‘Zopa’). What happened Miss P took receipt of a used car in January 2023. She financed the deal through a hire purchase agreement with Zopa. At the p... (3 pages)View decision -
Decision Reference DRN-5096704
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5096704 The complaint Mr P complains about AXA Insurance UK Plc’s decision to decline a claim for storm damage to his roof, and about their handling of that claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here... (4 pages)View decision -
Decision Reference DRN-5142300
21 Nov 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-5142300 The complaint Mr E has complained, via complaints management company (CMC), that Bank of Scotland plc trading as Halifax acted irresponsibly when it approved him for a £8,200 finance agreement in September 2018. Background Mr E applied for a motor finance agreement with Hali... (3 pages)View decision
