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 364421 results
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Decision Reference DRN-4897938
4 Feb 2025 Policy Services Limited Not upheldPensions and AnnuitiesDRN-4897938 The complaint Mr O’s complaint is about the Ongoing Advice Charges applied by Policy Services Limited. Mr O doesn’t think he should pay charges for the period starting from when he raised a complaint about the delays to a transfer caused by Policy Services in 2022 given the ... (3 pages)View decision -
Decision Reference DRN-5188040
4 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5188040 The complaint Mr N complains that Legal and General Assurance Society Limited (“L&G”) hasn’t paid a claim he made under an income protection policy. What happened Mr N was a member of his employer’s group income protection policy. The policy provided cover if a member w... (3 pages)View decision -
Decision Reference DRN-5170266
4 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5170266 The complaint Miss O complains about the way Advantage Insurance Company Limited (Advantage) handled a claim under her motor insurance policy. She says their repairers caused further damage to her car. What happened Miss O’s car was involved in a non-fault accident in Decem... (7 pages)View decision -
Decision Reference DRN-5105865
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5105865 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happene... (6 pages)View decision -
Decision Reference DRN-5304419
4 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5304419 The complaint The estate of Mr S complains about Creation Consumer Finance Ltd’s (Creation) response to its claim brought under section 75 Consumer Credit Act. What happened In December 2014 Mr S purchased solar panels from a supplier I’ll call M for £9,105. He paid a deposi... (4 pages)View decision -
Decision Reference DRN-5223107
4 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5223107 The complaint Miss D complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Miss D has had a credit card with HSBC since July 1994. It’s not clear what the credit limit was at the time because it was so long ago. But HSBC tells us that Miss D’s limit reache... (4 pages)View decision -
Decision Reference DRN-4878504
4 Feb 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4878504 The complaint Mr O complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HL’) didn’t close his account after he requested and continued to send him emails and secure messages. What happened In May 2023 Mr O withdrew the full balance on ... (2 pages)View decision -
Decision Reference DRN-5223833
4 Feb 2025 Lowell Portfolio I Ltd Not upheldBanking and PaymentsDRN-5223833 The complaint Mr D complains Lowell Portfolio I Ltd incorrectly reported missed payments on his credit file for a debt of his. What happened Lowell became responsible for Mr D’s credit card debt with a company I’ll refer to as C on 18 February 2016. This means Lowell are re... (2 pages)View decision -
Decision Reference DRN-5198458
4 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5198458 The complaint A limited company, which I’ll refer to as V, complains that Barclays Bank UK PLC took unfair recovery action, including the closure of its current account. V is represented by its director, Mr K. What happened V was a long-standing customer of Barclays and took... (2 pages)View decision -
Decision Reference DRN-5290575
4 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5290575 The complaint Mr J complains that Aviva Insurance Limited cancelled his property owners’ insurance policy. What happened Mr J owns a portfolio of residential properties, which he lets out to tenants. In March 2023 he took out a policy, underwritten by Aviva, which covered al... (3 pages)View decision
