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 121668 results
-
Decision Reference DRN-3895271
11 Jan 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3895271 The complaint Mr W is unhappy with the settlement he’s been given after Haven Insurance Company Limited (Haven) sold his vehicle in error. What happened Mr W had an accident in his vehicle and made a claim to Haven, his commercial vehicle insurer. The vehicle was recovered by H... (4 pages)View decision -
Decision Reference DRN-3495078
11 Jan 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-3495078 The complaint Mrs D complains that Barclays Bank UK PLC made mistakes and provided poor service when she tried to open a Smart Investor account. The complaint is brought on Mrs D’s behalf by her daughter, who I’ll refer to as Mrs R. What happened Mrs D’s late husband had a Smar... (3 pages)View decision -
Decision Reference DRN-3893711
11 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3893711 The complaint Ms R complains about the quality of a car she bought using a credit card supplied by NewDay Ltd (“NewDay”), trading as Marbles. What happened I issued my provisional decision on this complaint in December 2022. An extract from that provisional decision is set out ... (3 pages)View decision -
Decision Reference DRN-3893719
11 Jan 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3893719 The complaint Ms E complains about a claim she made to Creation Financial Services Limited (“Creation”) under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint in December 2022. An extract from that provi... (4 pages)View decision -
Decision Reference DRN-3488129
11 Jan 2023 CASFS Ltd UpheldInvestmentsDRN-3488129 The complaint Mr G complains that Sanlam Financial Services UK Limited, trading as Sanlam Wealth provided unsuitable advice in recommending a whole of life Merchant Investors Money Programme. What happened Mr G was recommended to take out a whole of life policy in 1989. The adv... (2 pages)View decision -
Decision Reference DRN-3833289
11 Jan 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3833289 The complaint Mr O complains about the settlement amount given to him by Great Lakes Insurance SE following a claim he made on his commercial vehicle insurance policy. Reference to Great Lakes includes its agents. What happened Mr O holds a commercial vehicle insurance policy w... (3 pages)View decision -
Decision Reference DRN-3894072
11 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3894072 The complaint Ms W is unhappy that when HSBC UK Bank Plc transferred money to her overseas account they exchanged the amounts into the local currency, when she’d instructed them to complete the transfers in UK Sterling (“GBP”), which her overseas account could accept. What happ... (3 pages)View decision -
Decision Reference DRN-3878081
11 Jan 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3878081 The complaint Mr E and Mrs E feel that Nationwide Building Society has treated them unfairly in relation to receiving a payment to their account. What happened In March 2021 Mr E tried to pay substantial funds to their account with Nationwide Building Society (NBS for short) fr... (5 pages)View decision -
Decision Reference DRN-3843280
11 Jan 2023 Liverpool Victoria Life Company Limited UpheldInsuranceDRN-3843280 The complaint Ms S complains about the way Liverpool Victoria Life Company Limited (LV) has settled a claim she made on a personal income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what... (6 pages)View decision -
Decision Reference DRN-3883113
11 Jan 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3883113 The complaint Miss F complains about the quality of a car provided to her under a hire agreement regulated by the Consumer Credit Act 1974 taken out with Mitsubishi HC Capital UK Plc (Mitsubishi) – previously known as Hitachi Capital (UK) PLC. What happened Miss F approached a ... (5 pages)View decision
