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 128535 results
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Decision Reference DRN-4309359
29 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4309359 The complaint Mr H and Ms A complain that U K Insurance Limited (“UKI”) is responsible for mishandling of a claim on their motor insurance policy. What happened The subject matter of the claim and the complaint is a car, made by a large European car- maker and first registered ... (4 pages)View decision -
Decision Reference DRN-4322100
29 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4322100 The complaint Mrs P, through a representative, says Oakbrook Finance Limited (trading as Likely Loans) lent to her irresponsibly. What happened Mrs P took out a 24-month instalment loan for £2,000 from Likely Loans on 12 September 2019. The monthly repayment was £131.05 and the... (3 pages)View decision -
Decision Reference DRN-4322438
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4322438 The complaint Mrs N complains that HSBC UK Bank Plc (HSBC) wouldn’t refund £88,279.56 which she lost in an investment scam. What happened What Mrs N says: Mrs N is represented by a third-party claims firm, but I will refer to Mrs N as the complainant. Mrs N told us that her fat... (8 pages)View decision -
Decision Reference DRN-4318778
29 Aug 2023 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4318778 The complaint Mrs F complains about the advice given by Lighthouse Advisory Services Limited (Lighthouse) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has... (13 pages)View decision -
Decision Reference DRN-4322068
29 Aug 2023 Nationwide Building Society UpheldMortgagesDRN-4322068 The complaint Mr C complained about what happened when he applied for a Nationwide Building Society mortgage. He said his application took far too long, and caused him a great deal of stress. He was also unhappy about his customer journey, and what happened when he complained. ... (4 pages)View decision -
Decision Reference DRN-4288435
29 Aug 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4288435 The complaint Mr I complains that Creation Financial Services Limited closed his account without expanation and didn’t credit his rewad points. He’d like his benefits credited and compensation for the impact. What happened Mr I had a rewards club credt card account with Creatio... (3 pages)View decision -
Decision Reference DRN-4322016
29 Aug 2023 Retail Money Market Ltd UpheldInvestmentsDRN-4322016 The complaint Mrs M complains that Retail Money Market Ltd (“RateSetter”) unfairly delayed returning her money following her withdrawal requests. She complains that RateSetter reinvested her funds despite her changing her reinvestment settings in order to prevent this from happ... (7 pages)View decision -
Decision Reference DRN-4286093
29 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4286093 The complaint Mr S and Miss M are unhappy U K Insurance Limited (“UKI”) declined a claim they made on their buildings insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: The building is made u... (4 pages)View decision -
Decision Reference DRN-4222622
29 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4222622 The complaint Mr H complains about the settlement that Advantage Insurance Company Limited offered him for the total loss of his van following a claim made on his commercial motor insurance policy. What happened Mr H’s van was damaged in an accident, and he made a claim on his ... (3 pages)View decision -
Decision Reference DRN-4321291
29 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4321291 The complaint Mr E complains that Santander UK Plc has declined to refund the losses he incurred when he fell victim to an investment scam in 2019. Mr E has brought other complaints alongside this, but for avoidance of doubt, this decision concerns only his complaint about the ... (5 pages)View decision