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-4801525
16 Aug 2024 Unity Auto Finance Ltd UpheldConsumer CreditDRN-4801525 The complaint Miss H complains that Unity Auto Finance Ltd (UAF) acted irresponsibly in agreeing to lending that she said she couldn’t afford to repay. What happened In March 2022 Miss H acquired a car when she entered into a hire purchase agreement with UAF. The cash price ... (4 pages)View decision -
Decision Reference DRN-4831521
16 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4831521 The complaint Mr G complains about Santander UK Plc. He says Santander didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund him the money he lost as a result. What happened Mr G came across a post from a former... (4 pages)View decision -
Decision Reference DRN-4970711
16 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4970711 The complaint Mr B complains that HSBC UK Bank Plc unfairly registered a default on his account and hasn’t recorded correct information about his outstanding balance. He says that HSBC has failed to treat him fairly. What happened Mr B initially complained to HSBC in July 20... (3 pages)View decision -
Decision Reference DRN-4829329
16 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4829329 The complaint Mr L says when he made a claim on his motor insurance policy esure Insurance Limited didn’t progress it or keep him updated and closed it without good reason. What happened Mr L’s car was damaged in July 2023 when another car collided with its rear. esure told... (3 pages)View decision -
Decision Reference DRN-4846356
16 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4846356 The complaint Mrs W and Mr W complain about Royal & Sun Alliance Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here. Mrs W and ... (5 pages)View decision -
Decision Reference DRN-4745594
16 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4745594 The complaint Mr K complains that Santander Bank PLC (“Santander”) have failed to refund money that Mr K lost as part of an investment scam. What happened Mr K was contacted by someone who said they worked for a crypto trading company that I will call B. From what I can see ... (4 pages)View decision -
Decision Reference DRN-4878453
16 Aug 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4878453 The complaint Mr W complains Zempler Bank Limited trading as Cashplus Bank unfairly blocked his account and provided a poor service whilst it reviewed his account. What happened In late July 2023 Cashplus blocked Mr W’s account. On 2 August 2023 Cashplus asked Mr W question... (3 pages)View decision -
Decision Reference DRN-4842585
16 Aug 2024 FirstRand Bank Limited UpheldConsumer CreditDRN-4842585 The complaint Miss Y complains that she was unfairly charged following her decision to voluntarily terminate her hire purchase agreement with FirstRand Bank Limited trading as MotoNovo Finance (“MotoNovo”). What happened Miss Y acquired a used vehicle in August 2020 with fi... (3 pages)View decision -
Decision Reference DRN-4598130
16 Aug 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4598130 The complaint Miss G’s complaint is about a number of policies sold to her by Adrian Flux Insurance Services Group (‘Adrian Flux’) including motorhome insurance, personal possessions cover and vehicle hire insurance, all intended to cover the use of her motorhome. Miss G is ... (4 pages)View decision -
Decision Reference DRN-4939372
16 Aug 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4939372 The complaint The executors of Mrs B’s estate complain that St. James's Place Wealth Management Plc (“SJP”) gave Mrs B unsuitable advice regarding her inheritance tax liability, which led her to invest in higher risk investments than she otherwise would have. What happe... (9 pages)View decision