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 121479 results
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Decision Reference DRN-3747102
7 Nov 2022 Covea Insurance plc UpheldInsuranceDRN-3747102 The complaint Ms J complained that Covea Insurance plc (“Covea”) provided a poor service and unfairly declined her claim under her home insurance policy. What happened Ms J made a claim to Covea when she noticed bricks had fallen from the apex section of her house. Ms J first t... (3 pages)View decision -
Decision Reference DRN-3783126
7 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3783126 The complaint Miss K complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it granted loans to her. Had it done so, Morses would’ve discovered she couldn’t afford to repay these loans. What happened Miss K took fi... (5 pages)View decision -
Decision Reference DRN-3735985
7 Nov 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3735985 The complaint Mr and Mrs A complain that Barclays Bank UK PLC decided at a late stage that it would no longer offer them a mortgage, because they were trying to buy a property from a company they owned. But Mr and Mrs A said that Barclays had known about that from the start. Wh... (3 pages)View decision -
Decision Reference DRN-3648103
7 Nov 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3648103 The complaint Mrs L complains that she was mis-sold a boiler partly financed by a fixed sum loan agreement with Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (Novuna) . She would like the finance agreement cancelled, and her deposit refunded. What happened Th... (2 pages)View decision -
Decision Reference DRN-3753066
7 Nov 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3753066 The complaint Miss B complained that St. James's Place Wealth Management Plc (SJP) misled her about a fee arrangement and failed to operate in a fair and transparent way. She was also unhappy with SJP’s response after she first raised concerns in February 2021. To put thin... (3 pages)View decision -
Decision Reference DRN-3778479
7 Nov 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3778479 The complaint Mr B complains that Hastings Insurance Services Limited mishandled his motor insurance policy. Where I refer to Hastings, I refer to the above-named company and I include employees and others insofar as I hold Hastings responsible for their acts or omissions. What... (4 pages)View decision -
Decision Reference DRN-3722925
7 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3722925 Complaint Mr H is unhappy that Monzo Bank Ltd (“Monzo”) recorded a fraud prevention marker against him. Background In November 2021, Mr H received a payment of £340 into his Monzo account. Monzo subsequently received a fraud notification from a third-party bank saying that one ... (3 pages)View decision -
Decision Reference DRN-3346523
6 Nov 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3346523 The complaint Miss A complains the advice St. James's Place Wealth Management Plc (“SJP”) gave her to invest in an ISA was unsuitable, the fees were high and not properly explained and it wasn’t made clear she was receiving restricted advice. She has said she lost out beca... (5 pages)View decision -
Decision Reference DRN-3475913
6 Nov 2022 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-3475913 The complaint Mr A complains the advice St. James's Place Wealth Management Plc (“SJP”) gave him to invest in an ISA was unsuitable, the fees were high and not properly explained and it wasn’t made clear he was receiving restricted advice. He has said he lost out because t... (6 pages)View decision -
Decision Reference DRN-3630692
6 Nov 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3630692 The complaint Miss N complains that Hastings Insurance Services Limited (“Hastings”) hasn’t treated her fairly following a claim made under her car insurance policy. What happened The catalytic converter was stolen from Miss N’s vehicle in March 2022. She made a claim to her in... (3 pages)View decision
