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-5155802
3 Dec 2024 Nugenis Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5155802 The complaint Miss K is unhappy that following advice from Nugenis Financial Planning Limited her pension plan failed to deliver the return she was hoping for, she feels the charges were too high for the level of service received, and the firm failed to accommodate her visua... (7 pages)View decision -
Decision Reference DRN-5123419
3 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5123419 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire purchase agreement with Moneyway that ... (3 pages)View decision -
Decision Reference DRN-4882586
3 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4882586 The complaint Miss M has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023 Miss M entered into a two-year fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5186454
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5186454 The complaint A charity, which I will refer to as P, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr B, a director of P, complains on its behalf. What happened P is constituted as a company limited by guarantee. Mr B is a memb... (4 pages)View decision -
Decision Reference DRN-5153502
3 Dec 2024 Fluro Platform Limited Not upheldConsumer CreditDRN-5153502 The complaint Mr W says Fluro Platform Limited irresponsibly lent to him. What happened Mr W took out a loan for £20,000 over 60 months on 13 November 2023 for home improvements. The monthly repayments were £474.95 and the total repayable was £28,508.80. The loan is now part... (3 pages)View decision -
Decision Reference DRN-5128028
3 Dec 2024 British Gas Insurance Limited UpheldInsuranceDRN-5128028 The complaint Mr M complains about the service he received from British Gas Insurance Limited during an annual boiler service visit. What happened Mr M held a residential HomeCare policy with British Gas Insurance Limited – hereafter referred to as BGI. On 23 August 2023, ... (4 pages)View decision -
Decision Reference DRN-5143124
3 Dec 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5143124 The complaint Mrs R’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs R feels that C&G have treated her unfairly. What happened Mrs R took out a lifetime pet insura... (3 pages)View decision -
Decision Reference DRN-4884411
3 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4884411 The complaint Mr J complains that Healthcare Finance Limited won’t refund him his money for services including dental aligners. What happened In June 2023 Mr J used finance provided by Healthcare Finance Limited (HFL for short) to pay for the ... (3 pages)View decision -
Decision Reference DRN-5091623
3 Dec 2024 Chubb European Group SE UpheldInsuranceDRN-5091623 The complaint Mr P has complained that Chubb European Group SE failed to progress a claim he made under a home and buildings insurance policy he shares jointly with Ms P. Mr P disputes the settlement offer Chubb has made to settle part of his claim. What happened Mr and Ms P... (2 pages)View decision -
Decision Reference DRN-5160339
3 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5160339 The complaint Mrs H is unhappy with the service provided by HDI Global Specialty SE (HDI) after refusing to pay her claim for her stolen watch. HDI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. HDI h... (3 pages)View decision
