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
-
Decision Reference DRN-5025876
17 Sep 2024 First Central Underwriting Limited UpheldInsuranceDRN-5025876 The complaint Miss P complains that First Central Underwriting Limited (“First Central”) mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium-brand vehicle manufactur... (4 pages)View decision -
Decision Reference DRN-4976630
17 Sep 2024 One Insurance Limited UpheldInsuranceDRN-4976630 The complaint Dr H complains about the level of service received by One Insurance Limited following a claim under her motor insurance policy. What happened The background to this complaint is known to all parties, so I won’t repeat it here. But, in summary, Dr H held a motor... (3 pages)View decision -
Decision Reference DRN-5024412
17 Sep 2024 Barclays Bank UK PLC UpheldInvestmentsDRN-5024412 The complaint Mr W complains that Barclays Bank UK PLC provided an incorrect instruction to a third-party to sell his entire stocks and share Individual Savings Account holdings (‘ISA’) and transfer the full amount in cash instead of the £5,000 cash transfer he requested. Wh... (5 pages)View decision -
Decision Reference DRN-4998196
17 Sep 2024 Paratus AMC Limited UpheldMortgagesDRN-4998196 The complaint Ms D complains that Paratus AMC trading as Foundation Home Loans failed to support her when she fell into arrears on her mortgage. What happened Ms D said she had a mortgage with Paratus which was in arrears. It had recently started legal action over the debt. ... (5 pages)View decision -
Decision Reference DRN-4735558
17 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4735558 The complaint Mrs P complains that J.P. Morgan Europe Limited trading as Chase won’t refund money she lost when she fell victim to a bank impersonation scam. What happened Mrs P fell victim to a bank impersonation scam in July 2023. She received a call from someone purporti... (4 pages)View decision -
Decision Reference DRN-5025532
17 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5025532 The complaint Mr O has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A ... (6 pages)View decision -
Decision Reference DRN-4869541
17 Sep 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4869541 The complaint Ms S and Mr S complain that Kensington Mortgage Company Limited wouldn’t offer them a new interest rate product on their mortgage and that it gave them conflicting reasons about why it wouldn’t do so. What happened Ms S and Mr S took out their mortgage with GE ... (6 pages)View decision -
Decision Reference DRN-4924458
17 Sep 2024 Campbell & Associates Independent Financial Advice Ltd UpheldInvestmentsDRN-4924458 The complaint Mr and Mrs N complain their advisor at Campbell & Associates Independent Financial Advice Ltd failed to invest the sum of £45,000 into a joint investment they held. What happened Many years ago, Mr and Mrs N appointed an advisor at Campbell as their financi... (4 pages)View decision -
Decision Reference DRN-4738928
16 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4738928 The complaint Miss I complains that Sainsbury's Bank Plc rejected her claim under section 75 of the Consumer Credit Act 1974 in relation to a poorly fitted kitchen. What happened In 2022 Miss I paid a third party (“the merchant”) to supply and install a new kitchen for ... (2 pages)View decision -
Decision Reference DRN-4949163
16 Sep 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4949163 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) charged him interest incorrectly due to its failure to change his direct debit date which he requested in May 2023. What happened Mr G holds a British Airways American Express Premium Plus C... (3 pages)View decision