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-4789102
30 Jun 2024 Verus Financial Services Limited UpheldPensions and AnnuitiesDRN-4789102 The complaint Mr G is represented. He says an unsuitable pension switch and a Discretionary Fund Management (‘DFM’) service was recommended by Verus Financial Services Limited trading as Verus Financial Services (‘Verus’) in 2022; that both recommendations were for the purpose ... (13 pages)View decision -
Decision Reference DRN-4744014
30 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4744014 The complaint Mr H complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well know... (4 pages)View decision -
Decision Reference DRN-4847391
30 Jun 2024 Wakam UpheldInsuranceDRN-4847391 The complaint Mr A complains that when he cancelled his policy with Wakam, he didn’t receive a refund. Any references to Wakam in this decision include its appointed agents and administrators. What happened Mr A held a car insurance policy with Wakam which commenced on 17 May 2... (2 pages)View decision -
Decision Reference DRN-4510253
30 Jun 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4510253 The complaint Miss B complains about the quality of the car supplied to her on a hire agreement by LeasePlan UK Limited (“LeasePlan”). What happened Miss B entered into a hire agreement with LeasePlan in June 2018 for a new car. The original agreement was due to last for two ye... (4 pages)View decision -
Decision Reference DRN-4876151
30 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4876151 The complaint Mr B complains about the way in which Nationwide Building Society dealt with his claim under Section 75 of the Consumer Credit Act 1974. What happened On 29 October 2022 Mr B purchased a second hand car from a merchant and paid using his Nationwide credit card. Th... (3 pages)View decision -
Decision Reference DRN-4717529
30 Jun 2024 HSBC UK Bank Plc UpheldPensions and AnnuitiesDRN-4717529 The complaint Mr C’s complaint against HSBC UK Bank Plc (‘HSBC’) has been previously addressed by our service – first in 2019 and then in 2020. No decision was ever issued, but adjudication/investigation views were issued in both years, which upheld the complaint and which were... (7 pages)View decision -
Decision Reference DRN-4694539
29 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4694539 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (8 pages)View decision -
Decision Reference DRN-4880982
29 Jun 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4880982 The complaint Mrs and Mr W are unhappy with the cash settlement Fairmead Insurance Limited (FIL) paid when they claimed under their policy for a lost ring. Mrs and Mr W jointly held contents insurance underwritten by FIL. As she made the complaint, and for ease of reading, I’ll... (5 pages)View decision -
Decision Reference DRN-4711704
29 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4711704 The complaint Miss M complains about her experience when she bought a landlord insurance policy with UK Insurance Limited (UKI), trading as Direct Line. Miss M’s policy was sold and is administered by a Direct Line on UKI’s behalf and all of her correspondence has been with it.... (2 pages)View decision -
Decision Reference DRN-4880928
29 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4880928 The complaint Mr W complains Lloyds Bank PLC (“Lloyds”) won’t refund payments made from his account which he disputes having authorised. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus ... (5 pages)View decision