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 125400 results
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Decision Reference DRN-3750937
20 Mar 2023 ICICI Bank UK Plc UpheldBanking and PaymentsDRN-3750937 The complaint Mrs V complains that ICICI Bank UK Plc did not do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-3657298
20 Mar 2023 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-3657298 The complaint Mr H complains that he was provided with negligent advice by M&S Financial Solutions Ltd, an appointed representative of Pi Financial Ltd (referred to throughout as Pi) which has caused him to suffer a financial loss. The complaint was brought on Mr H’s behalf... (6 pages)View decision -
Decision Reference DRN-4034874
20 Mar 2023 HSBC UK Bank Plc UpheldConsumer CreditDRN-4034874 The complaint Mr J complains that HSBC UK Bank Plc lent to him irresponsibly when it gave him loans and a credit card that he says he couldn’t afford. What happened Mr J borrowed with HSBC over a period of about 20 years. In this case I am looking at four loans and a credit car... (5 pages)View decision -
Decision Reference DRN-3944398
20 Mar 2023 Quilter Financial Limited UpheldInvestmentsDRN-3944398 The complaint Mrs K complains about the acts of Mr K. She says she believed she was investing money through him (on his advice) but it’s now clear Mr K kept the money himself and didn’t invest it. She says Quilter Financial Limited (Quilter) is responsible because Mr K was with... (9 pages)View decision -
Decision Reference DRN-3967292
20 Mar 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3967292 The complaint Mr and Mrs P1 and Mr P2 have complained about their let property insurer Royal & Sun Alliance Insurance Limited (RSA) in relation to a claim they made when their property was damaged by a water leak in 2018. Mr P2 mostly dealt with RSA and its loss adjuster. S... (8 pages)View decision -
Decision Reference DRN-4035442
20 Mar 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4035442 The complaint Miss H complains Advantage Insurance Company Limited (Advantage) caused unnecessary delays and did not close her claim after she made a claim on her motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint conc... (3 pages)View decision -
Decision Reference DRN-4034841
20 Mar 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4034841 The complaint Miss B complains Capital One (Europe) plc (“Capital One”) haven’t dealt with the balance on her account fairly when she’s been going through difficulties. What happened Miss B is unhappy about how Capital One responded to her when she told them about her financial... (2 pages)View decision -
Decision Reference DRN-4035464
20 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4035464 The complaint Mr M complains about Aviva Insurance Limited’s handling of a claim he made under his home emergency policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Aviva has accepted it is accountable ... (4 pages)View decision -
Decision Reference DRN-3850563
20 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3850563 The complaint Mr J is unhappy that Barclays Bank UK PLC decided not to refund him after he was the victim of an authorised push payment (APP) scam. Mr J has used a claims management company to bring his complaint. I’ll refer to them as R. What happened Mr J said a close friend ... (5 pages)View decision -
Decision Reference DRN-3989140
20 Mar 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-3989140 The complaint Mr H, through his representative, complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to him when he could not afford it. What happened Mr H applied for and was approved for one loan of £400 in March 2020. It was repayable over six mo... (4 pages)View decision
