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 125363 results
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Decision Reference DRN-4728088
7 May 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4728088 The complaint Mrs W complains about the amount Casualty & General Insurance Company (Europe) Ltd paid to settle a claim on her pet insurance policy. What happened Mrs W made a claim on her policy for vet’s fees. Casualty & General initially rejected the claim but after ... (3 pages)View decision -
Decision Reference DRN-4664977
7 May 2024 Stagemount Limited UpheldConsumer CreditDRN-4664977 The complaint Mr S, through his representative, complains that Stagemount Limited, trading as Quidmarket (“Quidmarket”), lent to him multiple times when it ought not to have done. What happened The loan table gives brief information about the loans Mr S was approved for. The ga... (7 pages)View decision -
Decision Reference DRN-4783008
7 May 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4783008 The complaint Mr H complains that London & Colonial Services Limited (‘L&C’) failed to meet its obligations to deal with him fairly as a retail client, permitted a transfer to an unsuitable pension, which then facilitated the purchase of an unsuitable investment. He say... (46 pages)View decision -
Decision Reference DRN-4732213
7 May 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4732213 The complaint Mr B complains about the advice given by Harbour Rock Capital Limited (‘HRCL’) in relation to the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). He says the advice was unsuitable for h... (7 pages)View decision -
Decision Reference DRN-4613532
7 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4613532 The complaint Ms S is unhappy about advice she said she received from her HSBC UK Bank Plc branch about opening a Fixed Rate Saver account. Ms S only found out about penalty charges when she needed to make a planned withdrawal from the account. What happened Ms S said she went ... (4 pages)View decision -
Decision Reference DRN-4602846
7 May 2024 Santander UK Plc UpheldMortgagesDRN-4602846 The complaint Mr C complains that, because of a mistake made by Santander UK Plc, he wasn’t able to use the overpayments facility on his mortgage. Mr C wanted Santander to allow him to access a previous year’s allowance, now. What happened Mr C told us that when he took out a m... (4 pages)View decision -
Decision Reference DRN-4782943
7 May 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4782943 The complaint Mrs S has complained about the increase in premium to her car insurance policy with AA Underwriting Insurance Company Limited (AAUICL). What happened Mrs S bought a car insurance policy with AAUICL. In January 2023 she was involved in a minor incident with a third... (3 pages)View decision -
Decision Reference DRN-4776931
7 May 2024 National Westminster Bank Plc UpheldMortgagesDRN-4776931 The complaint Mr G complains that the advice he got about mortgages from National Westminster Bank Plc prior to his formal application, was quite wrong, and NatWest wouldn’t lend him the amount he needed to buy his new home. What happened Mr G was looking to move home, and he s... (4 pages)View decision -
Decision Reference DRN-4664572
7 May 2024 Western Circle Ltd UpheldConsumer CreditDRN-4664572 The complaint Mr H complains that Western Circle Ltd, trading as Cashfloat (“Western Circle”), lent to him when he could not afford it. He says it lent to him irresponsibly. What happened The Provisional Decision I issued on 23 April 2024 has been automatically inserted into th... (7 pages)View decision -
Decision Reference DRN-4707407
7 May 2024 OHENTPAY UK LIMITED UpheldBanking and PaymentsDRN-4707407 The complaint Mr O complains about the service received from Ohentpay UK Limited (“OUL”). Mr O initiated two transactions with OUL of which never arrived and despite contacting OUL on numerous occasions about this the transactions haven’t been completed or refunded. As a result... (2 pages)View decision
