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 128312 results
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Decision Reference DRN-3654653
3 May 2023 Wren Sterling Financial Planning Limited UpheldInvestmentsDRN-3654653 The complaint Mr T complains about the delay in Wren Sterling Financial Planning Limited (referred to as “the business”) processing his request in surrendering an investment he had with the investment provider (“provider”). What happened Mr T was having some major building work... (6 pages)View decision -
Decision Reference DRN-4110884
3 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4110884 The complaint Mrs R complains on behalf of her daughter Miss R that Admiral Insurance (Gibraltar) Limited settled a claim without consulting her and held her liable for an accident that should have been 50/50. What happened Miss R holds a motor insurance policy on which Mrs R i... (4 pages)View decision -
Decision Reference DRN-4109906
3 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4109906 The complaint Mrs S complains through Mr S that Ageas Insurance Limited has declined her home insurance claim for damage caused by badgers as it says it is excluded under her policy. Although the claim was handled on behalf of Ageas by a claims investigation company, for conven... (3 pages)View decision -
Decision Reference DRN-4082347
3 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4082347 The complaint Mrs C complains that Santander UK Plc failed in its duty of care to her after her late husband lost a significant sum of money as a result of several scams. What happened On 13 March 2023 I issued my provisional decision on this complaint. I wanted to give both si... (13 pages)View decision -
Decision Reference DRN-4108581
3 May 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-4108581 The complaint Miss S says Loans 2 Go Limited irresponsibly lent to her. What happened Miss S took out a 24-month instalment loan for £1,200 on 22 November 2021. The monthly repayments were £161.66 and the total repayable was £3,878.40. Miss S is now in a debt management plan (D... (4 pages)View decision -
Decision Reference DRN-3558559
3 May 2023 Link Market Services Trustees Limited UpheldInvestmentsDRN-3558559 The complaint Mr M is unhappy with the service provided by Link Market Services Trustees Limited (LMST) when dealing with his share transfer. What happened Mr M had purchased shares through his employee share save scheme. Company L was the registrar for Mr M’s shares. On 31 Aug... (3 pages)View decision -
Decision Reference DRN-3957110
3 May 2023 Sapia Partners LLP UpheldInvestmentsDRN-3957110 The complaint Mr R complains that Sapia Partners LLP (“Sapia”) mis-sold him his investment in the Blackmore Bond Innovative Finance Individual Savings Account (“the Blackmore Bond”). Mr R is being represented in this complaint by a claims management company (“CMC”). However, fo... (13 pages)View decision -
Decision Reference DRN-4109463
3 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4109463 The complaint Ms W complains about how long it took Ageas Insurance Limited (Ageas) to recover her vehicle under her vehicle rescue policy. Reference to Ageas includes its agents. What happened The background of this complaint is well known to both parties. So, I’ll summarise t... (2 pages)View decision -
Decision Reference DRN-3795351
3 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3795351 The complaint Mr S is unhappy that HSBC UK Bank Plc won’t refund payments he made as a result of scam. What happened Mr S found a classic car advertised online. Following communications with the seller, he made two payments in branch – the first for £15,000 and the second for ... (3 pages)View decision -
Decision Reference DRN-4086231
3 May 2023 RCI Financial Services Limited UpheldConsumer CreditDRN-4086231 The complaint Mr M complains that the car he acquired through a hire purchase agreement with RCI Financial Services Limited wasn't of satisfactory quality. What happened Mr M acquired a new car through a hire purchase agreement with RCI in October 2018. Over the course of ... (7 pages)View decision