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 121262 results
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Decision Reference DRN-4385375
15 Nov 2023 Campbell & Associates Independent Financial Advice Ltd UpheldInvestmentsDRN-4385375 The complaint Miss L complains Campbell & Associates Independent Financial Advice Ltd (“Campbell”) failed to invest £40,000 she transferred to her advisor. What happened Miss L had a portfolio of investments, some of which were held on a platform I’ll refer to as “Platform ... (4 pages)View decision -
Decision Reference DRN-4285931
15 Nov 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4285931 The complaint Mr J complains Shop Direct Finance Company Limited trading as very have continued to charge him interest on a Buy Now Pay Later (BNPL) purchase he says they said they wouldn’t. What happened In December 2020 Mr J purchased a TV from very on a BNPL arrangement. The... (3 pages)View decision -
Decision Reference DRN-4404056
15 Nov 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4404056 The complaint Miss K has complained that she is unhappy with the quality of a car she acquired in January 2023, using a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”). What happened Miss K acquired a used Land Rover in January ... (5 pages)View decision -
Decision Reference DRN-4435857
14 Nov 2023 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4435857 The complaint Mr M has complained about the process of setting up a Legal and General (L&G) annuity with the proceeds from his The Prudential Assurance Company Limited (Prudential) pension. Mr M has stated that Prudential caused undue delays in the setting up of his annuity... (5 pages)View decision -
Decision Reference DRN-4415769
14 Nov 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4415769 The complaint Miss B says Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t ensure that full repairs and checks were done on her car after she made a claim on her motor insurance policy. What happened All the background facts were set out in my provisional decision and ... (4 pages)View decision -
Decision Reference DRN-4407894
14 Nov 2023 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4407894 The complaint Miss M complains that Scottish Widows Limited has delayed her combining her two Personal Pension Plans (PPPs) into one policy. Miss M says this may have caused her a financial loss and the delays caused her distress and inconvenience. What happened Miss M held two... (2 pages)View decision -
Decision Reference DRN-4456212
14 Nov 2023 West Bay Insurance Plc UpheldInsuranceDRN-4456212 The complaint Mr G complains about the time West Bay Insurance Plc (West Bay) took to repair his car after an accident he was involved in, under his motor insurance policy. What happened Mr G contacted West Bay to make a claim after his car was damaged in an accident in January... (5 pages)View decision -
Decision Reference DRN-4343690
14 Nov 2023 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4343690 The complaint Mr C is unhappy about the quality of a car supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) under a hire purchase agreement. What happened Mr C acquired a used car under a 52 month hire purchase agreement with Northridge in Ma... (5 pages)View decision -
Decision Reference DRN-4253359
14 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4253359 The complaint Mr R complains about poor service from Barclays Bank UK PLC relating to his mortgage. He wants Barclays to explain why this keeps happening. What happened Mr R has had a mortgage with Barclays for some years. He had financial difficulties and Barclays agreed a pay... (3 pages)View decision -
Decision Reference DRN-4360527
14 Nov 2023 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4360527 The complaint Mr H complains that Bank of Ireland (UK) Plc kept harassing him with correspondence about his debt even after he had told it he had filed for bankruptcy. What happened In 2016 Mr H entered into a regulated fixed sum loan agreement with Bank of Ireland. In 2017 he ... (3 pages)View decision
