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 382298 results
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Decision Reference DRN-5560036
26 Jun 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5560036 The complaint Mr and Mrs L complain about the service they got from the appointed representative of Mortgage Advice Bureau Limited (“MAB”) who they had approached for assistance in a mortgage application at a time when they were self-building their new home. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5566812
26 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5566812 The complaint Mr B has complained that Zopa Bank Limited (Zopa) are holding him liable for a loan he did not take out. Mr B’s son and daughter represented him with his complaint. What happened Mr B states he fell victim to a scam after expressing an interest in an investme... (4 pages)View decision -
Decision Reference DRN-5649848
26 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5649848 The complaint Mr R is unhappy that Vanquis Bank Limited sold his defaulted account to a debt recovery agency (“DRA”). What happened Mr R had a credit card account with Vanquis. In September 2024, Vanquis defaulted Mr R’s account, with a defaulted outstanding account balance... (2 pages)View decision -
Decision Reference DRN-5650861
26 Jun 2025 Hiscox Insurance Company Limited UpheldInsuranceDRN-5650861 The complaint A partnership, which I will refer to as F, complains about the handling and settlement of its business interruption insurance claims, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as... (6 pages)View decision -
Decision Reference DRN-5592923
26 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5592923 The complaint Mr N complains that Unum Limited declined to pay a claim he made on his critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, through his employer, Mr N had ... (3 pages)View decision -
Decision Reference DRN-5576400
26 Jun 2025 AWP P&C S.A. Not upheldInsuranceDRN-5576400 The complaint Mr S and Mrs S have complained about the way that AWP P&C S.A handled a claim they made on a travel insurance policy and that it also hasn’t fully settled the claim. As it is Mr S leading on the complaint, I will mostly just be referring to him in this dec... (3 pages)View decision -
Decision Reference DRN-5518917
26 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5518917 Complaint Miss C complains that Oodle Financial Services Limited (“Oodle”) unfairly entered into a hire-purchase agreement with her. She’s said that it wasn’t properly checked whether she could make the repayments to this agreement, which were unaffordable for them. Backgro... (3 pages)View decision -
Decision Reference DRN-5076531
26 Jun 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5076531 The complaint Mrs O’s complaint concerns a Venture Capital Trust (VCT) investment recommended by St. James's Place Wealth Management Plc (“SJP”). She feels she was given incorrect information, and the matter was generally poorly handled. The same VCT investment recommen... (5 pages)View decision -
Decision Reference DRN-5076540
26 Jun 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5076540 The complaint Mr O’s complaint concerns a Venture Capital Trust (VCT) investment recommended by St. James's Place Wealth Management Plc (“SJP”). He feels he was given incorrect information, and the matter was generally poorly handled. The same VCT investment recommendat... (5 pages)View decision -
Decision Reference DRN-5489705
26 Jun 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5489705 The complaint Mr and Mrs O’s complaint concerns advice received from St. James's Place Wealth Management Plc (“SJP”) in late 2017 to make an additional investment into their existing SJP investment bond, which had been started in 2008. They feel this advice was unsuitab... (6 pages)View decision
