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 128312 results
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Decision Reference DRN-4952718
23 Aug 2024 Broker Experts Limited UpheldInsuranceDRN-4952718 The complaint Mr S complains that he wasn’t provided clear information about the no claims discount when he took out his commercial vehicle insurance policy. What happened Mr S applied for a commercial vehicle insurance policy with Broker Experts Limited, and obtained his qu... (2 pages)View decision -
Decision Reference DRN-4984545
23 Aug 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4984545 The complaint Mr M and Mrs M2, as executors of Ms M’s estate, complain about delays and the incorrect division of Ms M’s assets by St. James's Place Wealth Management Plc (“SJP”). What happened Ms M held an ISA and a unit trust account which had been taken out via an SJ... (4 pages)View decision -
Decision Reference DRN-4635264
23 Aug 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4635264 The complaint Mr J complains about the quality of a used van that was supplied through a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (SFS). What happened In December 2022, Mr J took a conditional sale agreement with SF... (6 pages)View decision -
Decision Reference DRN-4804663
23 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4804663 The complaint Mr S complains that Santander UK Plc (‘Santander’) blocked and closed his accounts without notice and refused to give him access to his funds. He wants his funds back and to be compensated for the stress and inconvenience he was caused as well as the investment... (5 pages)View decision -
Decision Reference DRN-4984186
23 Aug 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4984186 The complaint Mr J complains The Co-operative Bank Plc (“Co-op”) blocked his account, asked for excessive information in relation to payments he’d received, and caused delays in releasing his money. Mr J is also unhappy his online banking was blocked which meant he had to wi... (4 pages)View decision -
Decision Reference DRN-4882262
23 Aug 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4882262 The complaint Miss P says that Capital One (Europe) plc (“Capital One”) lent to her irresponsibly when she was granted a credit card. What happened Miss P applied and was accepted for a credit card from Capital One on 26 November 2017. The credit limit was £200. The credit... (6 pages)View decision -
Decision Reference DRN-4976576
23 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4976576 The complaint Miss B complains that esure Insurance Limited mishandled her motor insurance policy. What happened From at least October 2021, Miss B had a policy with esure. The policy renewed for the year from October 2022. In September 2023, esure again sent Miss B renewa... (4 pages)View decision -
Decision Reference DRN-4724008
23 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4724008 The complaint Mr D has complained about HSBC UK Bank Plc trading as first direct (“First Direct”) process to change his title. What happened Mr D contacted First Direct as he wanted to change the title it had recorded for him. Mr D was told that he either needs to provide th... (3 pages)View decision -
Decision Reference DRN-4972632
23 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4972632 The complaint Miss D complains that Advantage Insurance Company Limited cancelled her motor insurance policy. What happened The subject matter of the insurance was a car, first registered in about 2014. In about May 2020, Miss D acquired the car. For the year from 14 Sept... (8 pages)View decision -
Decision Reference DRN-4598832
23 Aug 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4598832 The complaint Ms S complains that Metro Bank PLC (“Metro”) will not refund the money she lost after she fell victim to a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail again here. Howe... (4 pages)View decision