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 360264 results
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Decision Reference DRN-4395623
26 Jan 2024 Coutts & Company Not upheldMortgagesDRN-4395623 The complaint Mr and Mrs P are unhappy with the service they received from Coutts & Company when making changes to their mortgage. They say they were led to believe that a new fixed interest rate had been agreed, only to find out that this wasn’t the case. Mr and Mrs P lost... (4 pages)View decision -
Decision Reference DRN-4349116
26 Jan 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4349116 The complaint Mr R complains MBNA Limited has failed to refund him the amount he paid on his credit card for some event tickets. What happened The parties to the complaint are well aware of the background so I will only cover the key facts in brief: On 30 July 2020 Mr R used h... (4 pages)View decision -
Decision Reference DRN-4382916
26 Jan 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4382916 The complaint Mr B complains about how Liverpool Victoria Insurance Company Limited (“LV”) has handled a claim he made under his home insurance policy. He’s also unhappy that LV wouldn’t agree to cover the costs of some of the repairs that were carried out. LV is the underwrite... (7 pages)View decision -
Decision Reference DRN-4518029
26 Jan 2024 BeaconIFA Limited UpheldPensions and AnnuitiesDRN-4518029 The complaint Mr H complains that he was given unsuitable advice by BeaconIFA Limited (‘Beacon’) to transfer the benefits from his defined benefit (‘DB’) scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has ca... (5 pages)View decision -
Decision Reference DRN-4078468
26 Jan 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4078468 The complaint Mrs C, who is represented by a professional representative (“PR”) complains that Tandem Personal Loans Ltd (“Tandem”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. I gather the purchase was made by Mrs C and her hu... (5 pages)View decision -
Decision Reference DRN-4584764
26 Jan 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4584764 The complaint The estate of Mr P’s complaint is about a claim it made on the late Mr P’s Amtrust Europe Limited (‘Amtrust’) legal expenses insurance policy, which Amtrust declined. The estate of Mr P says that Amtrust were wrong to decline the claim and that they should now pro... (2 pages)View decision -
Decision Reference DRN-4417026
26 Jan 2024 Ageas Insurance Limited UpheldInsuranceDRN-4417026 The complaint Mr S complains about the level of service and delays Ageas Insurance Limited caused when he made a claim on his roadside assistance motor insurance policy. He wants compensation for his lost holiday and trouble and upset. What happened Mr S’s car broke down on a ... (2 pages)View decision -
Decision Reference DRN-4370870
26 Jan 2024 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-4370870 The complaint Mr Z complains that John Lewis Financial Services Limited (“JLFS”) treated him unfairly when it defaulted his account. What happened Mr Z holds an account with JLFS which has been in collections since 2019. Between November 2020 and April 2023 JLFS set up payment ... (2 pages)View decision -
Decision Reference DRN-4583247
26 Jan 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4583247 The complaint Mrs W complains that Clydesdale Bank Plc (trading as Virgin Money) acted unfairly when it allowed a payment she received to be returned to its sender, without her permission. Mrs W also complains that she received a poor level of service from the bank when she got... (4 pages)View decision -
Decision Reference DRN-4582094
26 Jan 2024 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4582094 The complaint Mr W complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) failed to properly consider how his mental health and financial difficulties has affected his ability to repay the balance of his account. What happened Mr W holds a running account credit facility wit... (2 pages)View decision
