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 121876 results
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Decision Reference DRN-3822243
24 Jul 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3822243 The complaint Mr W complains that Great Lakes Insurance SE declined his pet insurance claim. My references to Great Lakes include its agents. What happened In June 2021 Mr W bought a pet insurance policy on-line for his and his partner’s dogs. He bought the optional add on of ‘... (4 pages)View decision -
Decision Reference DRN-4248099
24 Jul 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4248099 The complaint Mr B complains that a used vehicle supplied by Oodle Financial Services Limited (trading as Oodle Car Finance) under a finance agreement was of unsatisfactory quality. What happened On 3 November 2020, Mr B acquired a van with a hire purchase agreement (HPA) from ... (7 pages)View decision -
Decision Reference DRN-4261229
24 Jul 2023 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-4261229 The complaint Mr M says Aberdeen Standard Fund Managers Limited (‘ASFML’) is responsible for the delay in liquidating his fund holding and remitting the proceeds to his Self-Invested Personal Pension (‘SIPP’). ASFML disagrees. It says it did not delay the liquidation and did no... (10 pages)View decision -
Decision Reference DRN-3987052
24 Jul 2023 Oplo PL Ltd UpheldConsumer CreditDRN-3987052 The complaint Mr W complains that Oplo PL Limited won’t refund to him the money that he paid for some holiday club membership points. He’s being represented in his complaint by a claims management company. What happened Mr W and his wife had purchased a total of 350,001 members... (4 pages)View decision -
Decision Reference DRN-4090750
24 Jul 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4090750 The complaint Mrs B complains Nationwide Building Society unfairly blocked her account, she was made to feel like she was a criminal, and she was put to unnecessary inconvenience. She says this made her underlying health conditions worse and she wants compensation. What happene... (5 pages)View decision -
Decision Reference DRN-4262959
24 Jul 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4262959 The complaint Mr C has complained about the settlement he was offered by Fortegra Europe Insurance Company Ltd (Fortegra) under a furniture warranty. What happened Mr C contacted Fortegra to make a claim for damage to his sofa under a furniture warranty. Fortegra assessed the d... (4 pages)View decision -
Decision Reference DRN-4262006
24 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4262006 The complaint The trustees of a trust which I’ll refer to as H, complain that Santander UK Plc allowed H’s beneficiary to gain access to and withdraw the funds that were deposited in its account (the Account) What happened The background to the complaint is set out in my provis... (7 pages)View decision -
Decision Reference DRN-3830559
24 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3830559 The complaint Mr Z has complained that HSBC UK Bank Plc (HSBC) has refused to refund him money he lost as the result of a scam. What happened Mr Z was looking to invest money and found an advertisement online for Bubblext. They claimed to be specialists in crypto trading and as... (3 pages)View decision -
Decision Reference DRN-4262535
24 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4262535 The complaint A partnership, which I will refer to as L, complains that Barclays Bank UK Plc wrongly closed its business account. What happened Barclays told us: It carried out a Know Your Customer (KYC) review of L’s account. It wrote to L in September 2021 to ask for informa... (3 pages)View decision -
Decision Reference DRN-4189448
24 Jul 2023 PayrNet Limited UpheldBanking and PaymentsDRN-4189448 The complaint Miss M has complained PayrNet Limited, trading as Pockit, won’t refund two payments she didn’t make. What happened In October 2022 Miss M contacted Pockit as she’d noticed two transactions for £850 and £830 had debited from her card. She never got a complete respo... (2 pages)View decision
