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 364422 results
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Decision Reference DRN-4846513
12 Dec 2024 Brooks Macdonald Asset Management Limited Not upheldInvestmentsDRN-4846513 The complaint Ms H complains about her ISA transfer from a third-party business (referred to as “the transferor”) to Brooks Macdonald Asset Management Limited (referred to as “Brooks Macdonald” or “the Transferee”. To put things right, she’d like compensation for any losses... (4 pages)View decision -
Decision Reference DRN-5129878
12 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5129878 The complaint Mr W is unhappy Covea Insurance Plc (Covea) declined a claim made under his Master Tradesman policy. What happened In July 2023, thieves broke into Mr W’s van and stole some tools. He made a claim to Covea, but this was declined. They said given a theft of a s... (2 pages)View decision -
Decision Reference DRN-5141777
12 Dec 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5141777 The complaint Mr T has complained through a representative that HSBC Bank UK plc (“HSBC”) failed to conduct proportionate checks before it lent to him. What happened The loans part of this this complaint are outlined below. loan number loan amount total to repay APR agreem... (5 pages)View decision -
Decision Reference DRN-5201131
12 Dec 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5201131 The complaint Mr and Mrs A complain that Great Lakes Insurance UK Limited declined a claim they made under their travel insurance policy. What happened Mr and Mrs A held an annual multi-trip travel insurance policy, provided by Great Lakes. It covered them, and their childr... (3 pages)View decision -
Decision Reference DRN-4840588
12 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4840588 The complaint Mr D complains that Barclays Bank UK Plc won’t refund payments from his account that he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some... (4 pages)View decision -
Decision Reference DRN-5192817
12 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5192817 The complaint Mr N complains through a representative that Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) lent to him without carrying out sufficient affordability checks. What happened In March 2019, Moneybarn provided Mr N with a conditional sale agreement for ... (3 pages)View decision -
Decision Reference DRN-5176182
12 Dec 2024 Saga Services Limited Not upheldInsuranceDRN-5176182 The complaint Mr C complains about Saga Services Limited trading as Saga handling of the renewal of his contents insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any detail. Instead, I’ll focus on t... (2 pages)View decision -
Decision Reference DRN-5188042
12 Dec 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5188042 The complaint Mr S complains through a representative that Specialist Motor Finance Limited (“Specialist”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. What happened In May 2019, Specialist provided Mr S with finan... (4 pages)View decision -
Decision Reference DRN-5010299
12 Dec 2024 Lloyds Bank PLC Not upheldInsuranceDRN-5010299 The complaint Ms D and Mr F complain that they were mis-sold a reviewable whole of life policy. What happened In March 1992 Ms D and Mr F were advised to take out a Lifetime Security Plan with company B. It was a joint policy, with an initial sum assured of £16,000 and a mon... (2 pages)View decision -
Decision Reference DRN-4808325
12 Dec 2024 Black Horse Limited UpheldConsumer CreditDRN-4808325 The complaint Mr H complains about the service he has received from Black Horse Limited (‘Black Horse’). He says that the vehicle was mis-sold and he feels that he was pressured into buying it. He says he was told to ignore some of the sales material he was provided with whe... (5 pages)View decision
