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 130193 results
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Decision Reference DRN-5033860
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5033860 The complaint Miss M has complained about the settlement AXA Insurance UK Plc has offered for a claim she made for flood damage to her home. Any reference to AXA throughout also includes the actions or arguments of its agents and representatives. What happened Miss M’s pro... (9 pages)View decision -
Decision Reference DRN-5028442
22 Sep 2024 Shipman Financial Planning Ltd UpheldInvestmentsDRN-5028442 The complaint Ms K’s complaint is about an ISA Shipman Financial Planning Ltd (“Shipman”) advised her to invest in. She complains misleading information about the gain her ISA had made led her to follow inappropriate advice from Shipman to invest a lump sum into the ISA in 2... (7 pages)View decision -
Decision Reference DRN-4980723
22 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4980723 The complaint Miss W complains about Advantage Insurance Company Limited’s cancellation of her policy. What happened Miss W held a motor insurance policy with Advantage Insurance Company (“Advantage”). Under the terms of the policy, her driving score was recorded on an app. ... (4 pages)View decision -
Decision Reference DRN-4757348
22 Sep 2024 AutoMoney Limited UpheldConsumer CreditDRN-4757348 The complaint Miss J has complained about the quality of her car acquired through AutoMoney Limited trading as AutoMoney Motor Finance (“AutoMoney”) What happened Miss J acquired a used car in February 2023 from AutoMoney. It was approximately five years old when she acquire... (3 pages)View decision -
Decision Reference DRN-4786210
22 Sep 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4786210 The complaint Mr H complains about the quality of a car he has been financing through an agreement with Secure Trust Bank Plc (“STB”). He’s also unhappy that he hasn’t been provided with the car’s service history. What happened In March 2023 Mr H took receipt of a used car. ... (3 pages)View decision -
Decision Reference DRN-4976602
21 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4976602 The complaint Mr S complains that Barclays Bank UK PLC hasn’t refunded direct debit payments he says were incorrectly taken from his account. What happened Mr S, who is represented by a family member, says that a business I will call “S” has taken payments from his account v... (3 pages)View decision -
Decision Reference DRN-5024280
21 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5024280 The complaint Mrs W complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account which was unaffordable and later increased the credit limit without appropriate checks. What happened Mrs W says she opened the Aqua credit card account in M... (3 pages)View decision -
Decision Reference DRN-4991496
20 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4991496 The complaint Mr M complains about not being able to deposit cash into the account he holds with Revolut Ltd, about being charged to use an ATM and about payments being made into his account very late in the day. What happened Mr M opened an account with Revolut at the end ... (4 pages)View decision -
Decision Reference DRN-5031620
20 Sep 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-5031620 The complaint Mr W is unhappy that True Potential Wealth Management LLP (“TPWM”) provided him with unsuitable advice to transfer his pensions, causing him a financial loss. What happened In 2018, Mr W engaged the services of a financial advisor (“the advisor”) to provide adv... (9 pages)View decision -
Decision Reference DRN-4965103
20 Sep 2024 George Baker (Insurance Brokers) Limited UpheldInsuranceDRN-4965103 The complaint A charity, which I’ll refer to as O, complains that George Baker (Insurance Brokers) Limited (George Baker) mis-sold an insurance policy which wasn’t suitable for its needs. O also complains that George Baker delayed renewing its poli... (3 pages)View decision