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-4639529
30 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4639529 The complaint Miss A complains that Specialist Motor Finance Limited (“SMF”) has treated her unfairly in the way it has dealt with a hire purchase agreement following her cancellation of the contract to purchase a used car. What happened In July 2023, Miss A was supplied with a... (3 pages)View decision -
Decision Reference DRN-4728567
30 May 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4728567 The complaint Mr M’s representative has complained that Pi Financial Ltd gave him unsuitable advice to transfer an existing stakeholder pension policy to a Self Invested Personal Pension (SIPP), saying that this has caused him significant losses. What happened The investigator ... (8 pages)View decision -
Decision Reference DRN-4812128
30 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4812128 The complaint Miss H said she cancelled the direct debit for one mortgage she holds with Barclays Bank UK PLC, after it was repaid. But somehow this meant that a second mortgage she has with Barclays, went unpaid. Miss H wanted the resulting arrears removed from her credit file... (3 pages)View decision -
Decision Reference DRN-4810833
30 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4810833 The complaint Mr S complains Santander UK Plc (“Santander”) has failed to treat him fairly when he approached it for help getting a refund for medicated creams purchased using his Santander credit card from a supplier I will call “M”. What happened I issued a provisional decisi... (13 pages)View decision -
Decision Reference DRN-4739407
30 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4739407 The complaint Mrs D complains Aviva Insurance Limited unfairly declined a claim she made for repairs under her motor insurance policy. Any reference to Aviva also includes its appointed representatives, unless set out otherwise in the decision. What happened Mrs D drove her car... (3 pages)View decision -
Decision Reference DRN-4543104
30 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4543104 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him all his money for a package holiday. What happened In April 2019 Mr R’s HSBC UK Bank Plc credit card was used to pay a deposit on a package holiday of just under £5,000 for himself and s... (4 pages)View decision -
Decision Reference DRN-4822709
30 May 2024 Society of Lloyd's UpheldInsuranceDRN-4822709 The complaint Miss H and Mr H are unhappy that Society of Lloyd’s has declined their travel insurance claim. Any reference to Society of Lloyd’s includes all its agents. What happened Miss H and Mr H had an annual multi-trip group travel insurance policy. The policy covered fro... (4 pages)View decision -
Decision Reference DRN-4824375
30 May 2024 U K Insurance Limited UpheldInsuranceDRN-4824375 The complaint Mrs S complains about how U K Insurance Limited (“UKI”) has handled a claim she made under her home insurance policy. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI has accepted it is accou... (3 pages)View decision -
Decision Reference DRN-4422835
30 May 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4422835 The complaint Mr V complains that American Express Services Europe Limited (trading as American Express) failed to credit his merchant account with Amex card transactions processed between October 2021 and October 2022. What happened American Express accepted that Mr V’s mercha... (2 pages)View decision -
Decision Reference DRN-4740878
30 May 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4740878 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) pushed him into accepting a number of repayment plans which were unaffordable for him. The plans failed and Mr H ended up with a County Court Judgement (CCJ). What happen... (4 pages)View decision
