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 125400 results
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Decision Reference DRN-5053054
1 Oct 2024 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5053054 The complaint Mr H complains that Novia Financial Plc (’Novia’) failed in its duty by not completing due diligence on the investments held in his Self-Invested Personal Pension (‘SIPP’). He says this has resulted in him suffering a financial loss. Mr H is being represented ... (35 pages)View decision -
Decision Reference DRN-5052338
1 Oct 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-5052338 The complaint Miss M says Lloyds Bank PLC irresponsibly lent to her. Her complaint has been brought through a representative but for ease I will refer solely to Miss M in this decision. What happened Miss M took out a loan for £1,000 in August 2023. She says the lending was ... (3 pages)View decision -
Decision Reference DRN-5023206
1 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5023206 The complaint Mr A complains Barclays Bank UK PLC treated him unfairly when it didn’t send his funds, in a timely manner. He believes its actions have resulted in a financial loss and caused significant distress and inconvenience. What happened A summary of what happened is ... (3 pages)View decision -
Decision Reference DRN-4960976
1 Oct 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4960976 The complaint Mr G complains about how Markerstudy Insurance Company Limited handled a claim made on his motor insurance policy. He’s unhappy with the lack of updates, delays in settling and closing the claim, and delays in returning his policy excess and issuing proof of hi... (3 pages)View decision -
Decision Reference DRN-4967941
1 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-4967941 The complaint Mr and Mrs B have complained that Ageas Insurance Limited (‘Ageas’) declined their claim for storm damage under their home insurance policy. What happened In December 2023, Mr and Mrs B contacted Ageas to say that the flat roof on their property had been damag... (4 pages)View decision -
Decision Reference DRN-5055438
1 Oct 2024 AWP P&C S.A. UpheldInsuranceDRN-5055438 The complaint Mr H has complained about how AWP P&C SA (AWP) dealt with a claim under a roadside assistance policy. What happened Mr H’s car had a breakdown. So, he contacted AWP to request roadside assistance. AWP appointed a recovery agent. Mr H also contacted the pol... (3 pages)View decision -
Decision Reference DRN-5055376
1 Oct 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5055376 The complaint Mr B complains that Home Retail Group Card Services Limited, trading as Argos Financial Services (who I will call Argos) were unreasonable not to write off his debt and that they failed to treat him with due care. Mr B has been represented in his complaint, bu... (4 pages)View decision -
Decision Reference DRN-4946525
1 Oct 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4946525 The complaint Miss C says the service Shawbrook Bank Limited provided when her fixed rate bond was due to mature was wholly incompetent. The compensation it has offered is not adequate. What happened Both parties are familiar with the details of this case so I will not set t... (3 pages)View decision -
Decision Reference DRN-4906803
1 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4906803 The complaint Mrs L complains that Santander won’t refund money she lost when she was the victim of a crypto scam. Mrs L is represented by a firm I’ll refer to as ‘K’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-4955623
1 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4955623 The complaint Ms H complains that HSBC UK Bank Plc allowed a withdrawal of £1,200 from a joint account she held with her ex-husband even though there weren’t funds available and she’d already advised HSBC that they had separated. What happened Ms H contacted HSBC on 17 Octob... (4 pages)View decision
