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 360982 results
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Decision Reference DRN-5165011
19 Dec 2024 Vitality Health Limited UpheldInsuranceDRN-5165011 The complaint The estate of Mr M is unhappy with Vitality Health Limited (Vitality) in how it handled his claim under his private medical insurance policy. The estate of Mr M is being represented by Mr K and Mr L. I’ll refer to the late Mr M as Mr M throughout this decision.... (4 pages)View decision -
Decision Reference DRN-5134870
19 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5134870 The complaint Mr M complains that a car supplied to him under a hire purchase agreement by Secure Trust Bank Plc trading as Moneyway is of unsatisfactory quality. What happened In March 2023, Mr M took out a hire purchase agreement with Moneyway for the supply of a used car... (3 pages)View decision -
Decision Reference DRN-5222742
19 Dec 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-5222742 The complaint Miss O complains an individual Savings Account (ISA) transfer from HSBC UK Bank Plc to a third party bank (A) took longer than it should have, causing her financial loss. What happened I sent the parties a provisional decision in November 2024, in which I set o... (6 pages)View decision -
Decision Reference DRN-4695402
19 Dec 2024 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-4695402 The complaint Ms K has complained that Pension Insurance Corporation plc provided her with incorrect information about her pension benefits and then failed to apologise for its error and explain how the error arose. Ms K also claims that Pension Insurance Corporation plc was... (6 pages)View decision -
Decision Reference DRN-5057982
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5057982 The complaint Mr H complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr H fell victim to an investment scam after he reached out to a company he found on social media. He was added to a few messaging groups about the fake investm... (3 pages)View decision -
Decision Reference DRN-5185846
19 Dec 2024 BROWN & BROWN INSURANCE BROKERS (UK) LIMITED Not upheldInsuranceDRN-5185846 The complaint B, a limited company, complains BROWN & BROWN INSURANCE BROKERS (UK) LIMITED trading as Alan & Thomas Insurance Group (ATIG) failed to provide key policy documents which led to a claim made to their insurer being declined. B is represented by Mr E, and... (3 pages)View decision -
Decision Reference DRN-5020345
19 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5020345 The complaint Mr F complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision -
Decision Reference DRN-5222800
19 Dec 2024 Crowdcube Capital Limited UpheldInvestmentsDRN-5222800 The complaint Miss Y complains about the way Crowdcube Capital Limited handled her request to transfer some shares to a new platform. She says this has taken up a lot of time and effort, and she has suffered a bad customer experience. What happened In 2019, Miss Y purchased... (3 pages)View decision -
Decision Reference DRN-5220930
19 Dec 2024 U K Insurance Limited UpheldInsuranceDRN-5220930 The complaint Mr H complains U K Insurance Limited (UKI) have unfairly settled a third party’s claim under his motor insurance policy and is unhappy with the service he has received. What happened In March 2023 Mr H was unfortunately involved in a car accident involving a th... (3 pages)View decision -
Decision Reference DRN-5222773
19 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5222773 The complaint Mr S complains that NewDay Ltd trading as Aquacard (NDay) lent to him irresponsibly. What happened In June 2022, Mr S applied for a new credit card from Aqua. This was agreed and his limit was then increased as shown: Limit increase number Date Limit June 2022... (4 pages)View decision
