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-4831397
18 Jul 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4831397 The complaint Mrs M complains Haven Insurance Company Limited (“Haven”) dealt with a claim on her motor insurance policy despite it being notification-only because the third-party accepted liability. What happened The details of the claim are we... (4 pages)View decision -
Decision Reference DRN-4879214
18 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4879214 The complaint T, a limited company, complains that Lloyds Bank PLC provided poor service and declined its loan application. What happened T wanted a loan of £25,000 for business equipment. It complains that its loan application which it started on 28 December 2023 was affect... (2 pages)View decision -
Decision Reference DRN-4915511
18 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4915511 The complaint Mrs T complains Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim against her holiday home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will foc... (2 pages)View decision -
Decision Reference DRN-4913262
18 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4913262 The complaint Mr I is unhappy that HSBC UK Bank Plc won’t refund the money he lost to what he believes was a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary I understand it to be as foll... (5 pages)View decision -
Decision Reference DRN-4777137
18 Jul 2024 Arval UK Limited UpheldConsumer CreditDRN-4777137 The complaint Mrs H complains about the quality of a car supplied to her by Arval UK Limited (“Arval”). What happened Mrs H acquired a used car under a 36 month hire agreement with Arval in December 2023. Under the agreement, Mrs H paid an advance payment of £292.64. Followi... (3 pages)View decision -
Decision Reference DRN-4886779
18 Jul 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4886779 Complaint Mr J has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr J with a loan of £910 in November 2023. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3,367.08... (4 pages)View decision -
Decision Reference DRN-4915374
18 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4915374 The complaint Mr A has complained about his car insurer West Bay Insurance Plc because it declined his claim for theft of his car. What happened Mr A had a policy with West Bay for his car. He was going out late one evening but, having taken the car off his drive, realised ... (3 pages)View decision -
Decision Reference DRN-4915361
18 Jul 2024 Direct Wealth Management Limited UpheldPensions and AnnuitiesDRN-4915361 The complaint Mr H is unhappy with an ongoing advice fee he has been paying to Direct Wealth Management Limited (Direct Wealth). What happened At the end of 2020 Mr H approached Direct Wealth for advice in respect of his pension provision. In February 2021 Direct Wealth iss... (5 pages)View decision -
Decision Reference DRN-4915354
18 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4915354 The complaint Miss C is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to an investment opportunity she now believes was a scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view o... (6 pages)View decision -
Decision Reference DRN-4887112
18 Jul 2024 Phoenix Life Limited UpheldInvestmentsDRN-4887112 The complaint Mr and Mrs P’s complaint is about the maturity value of a mortgage endowment policy they had with Phoenix Life Limited. They were paid less than they were expecting and think that Phoenix didn’t pay them the correct amount. As a result, Mr and Mrs P have said t... (4 pages)View decision