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 360264 results
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Decision Reference DRN-5124850
25 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5124850 The complaint Mr A has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Blue Rewards Home insurance policy in 2019. Mr A says that Barclays incorrectly told him that, as long as items were less than £2,500, they would be covered by the policy, both within and... (3 pages)View decision -
Decision Reference DRN-5128748
25 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5128748 The complaint Mr D complains that his credit card from HSBC UK Bank Plc didn’t have his full name on it. What happened Mr D holds a credit card with HSBC. He’s unhappy because the credit card didn’t have his full name on it. This caused him issues when he tried to rent a car... (2 pages)View decision -
Decision Reference DRN-4839549
25 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4839549 The complaint Ms R complains that Santander UK Plc won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) email intercept scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them... (5 pages)View decision -
Decision Reference DRN-4975545
25 Nov 2024 M&G Wealth Advice Limited UpheldInvestmentsDRN-4975545 The complaint Mr and Mrs O have complained about the suitability of the advice they were given by M&G Wealth Advice Limited (M&G) to invest in individual savings accounts (ISAs) and an open- ended investment company (OEIC). What happened Mr O contacted a subsidiary o... (4 pages)View decision -
Decision Reference DRN-5111728
25 Nov 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5111728 The complaint Mrs M is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited trading as Startline (‘Startline’) was of an unsatisfactory quality. When I refer to what Mrs M or Startline have said or done, it should also be ta... (5 pages)View decision -
Decision Reference DRN-5168495
25 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5168495 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited provided poor service in his claim for an escape of water. What happened Mr B held a buildings and contents policy with LV and in December 2022 he made a claim following an escape of water from a... (3 pages)View decision -
Decision Reference DRN-5166873
25 Nov 2024 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-5166873 The complaint Mr C has complained about delays he experienced in surrendering his investment with Janus Henderson Fund Management UK Limited (JH), and receiving the proceeds. Mr C has brought his complaint through a representative. But for ease, I will refer to all actions ... (4 pages)View decision -
Decision Reference DRN-5111276
25 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5111276 The complaint Mr S complains that Assurant General Insurance Limited trading as Vodafone Care is responsible for mishandling his claim on a mobile telephone insurance policy. What happened Mr S had a mobile phone insured on a policy under which Assurant was responsible for ... (2 pages)View decision -
Decision Reference DRN-4926131
25 Nov 2024 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-4926131 The complaint Miss C complains about Allegiant Finance Services Limited (“AFSL”) and the success fee they are charging following her unaffordable lending claim. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list the... (3 pages)View decision -
Decision Reference DRN-4986603
25 Nov 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4986603 The complaint Mr R complains with the help of a professional representative about the advice provided by HARBOUR ROCK CAPITAL LIMITED trading as Portafina (HRCL). It said that the advice to transfer from a Defined Benefit (DB) pension to a SIPP was unsuitable. It says Mr R w... (7 pages)View decision
