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 125299 results
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Decision Reference DRN-4124016
11 May 2023 Covea Insurance plc UpheldInsuranceDRN-4124016 The complaint Mr and Mrs P are unhappy with the settlement they’ve been offered by Covea Insurance plc (Covea) following a claim under their home insurance. What happened In December 2021 Mr P’s wallet was stolen when he was shopping. His wallet contained two rings, some cash, ... (5 pages)View decision -
Decision Reference DRN-4076613
11 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4076613 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK Plc wrongly closed its account, then delayed sending it a cheque for the account balance. What happened One of our investigators looked at this complaint. Briefly, he said: In 2022 Barcl... (2 pages)View decision -
Decision Reference DRN-4094736
11 May 2023 Secure Trust Bank Plc UpheldConsumer CreditDRN-4094736 The complaint Mr A complains about the amount of time taken by Secure Trust Bank Plc, trading as Moneyway, to resolve his concerns about a faulty car. He would like the matter resolved. What happened The details of this complaint int are well known to both parties so I won’t r... (2 pages)View decision -
Decision Reference DRN-4072583
11 May 2023 AWP P&C SA UpheldInsuranceDRN-4072583 The complaint Mr and Mrs C are unhappy with how AWP P&C SA dealt with a claim under their travel insurance policy. What happened Mr and Mrs C took out an annual travel insurance policy on 25 September 2021. The insurer of the policy was AWP P&C SA. The policy provided c... (3 pages)View decision -
Decision Reference DRN-3943694
11 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-3943694 The complaint Mr U complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn’t of satisfactory quality. What happened Mr U entered into a hire purchase agreement with RCI in March 2022 to acquire a used car. Mr U paid a £2,000... (3 pages)View decision -
Decision Reference DRN-3975695
11 May 2023 Pension Works Limited UpheldPensions and AnnuitiesDRN-3975695 The complaint Mrs M complains about the advice Pension Works Limited (PWL) gave to her to transfer the benefits from her two defined-benefit (‘DB’) occupational pension schemes to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her and believes... (9 pages)View decision -
Decision Reference DRN-4084837
11 May 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4084837 The complaint Mrs B complained, in her capacity as representative for Mr W (who I will call ‘B’), that Vanguard Asset Management, Ltd (‘Vanguard’) failed to fully acknowledge its responsibility for the impact of delays during the process of arranging a Junior Individual Savings... (5 pages)View decision -
Decision Reference DRN-3998715
11 May 2023 Morses Club PLC UpheldConsumer CreditDRN-3998715 The complaint Mr S, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted his loans. Had it done so, Morses would’ve realised he couldn’t afford the repayments. What happened Mr S was advanced five... (5 pages)View decision -
Decision Reference DRN-4123777
11 May 2023 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4123777 The complaint Mrs B complained, in her capacity as representative for Mr W, that Vanguard Asset Management, Ltd (‘Vanguard’) has failed to fully acknowledge its responsibility for the impact of delays during the process of arranging a Junior Individual Savings Account (JISA) tr... (5 pages)View decision -
Decision Reference DRN-4015934
11 May 2023 Stagemount Limited UpheldConsumer CreditDRN-4015934 The complaint Mr B complains through a representative that Stagemount Limited trading as Quidmarket (Quidmarket) gave him loans he couldn’t afford to repay as a result he struggled to pay for essentials. What happened Mr B took eight loans from Quidmarket between January 2016 a... (6 pages)View decision
