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 121115 results
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Decision Reference DRN-3584309
22 Jul 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3584309 The complaint Mr C has complained about a conservatory installation he funded using a fixed sum loan with Mitsubishi HC Capital UK Plc (MHCC). What happened Mr C paid £11,300 for a conservatory from a company I’ll call ‘D’ in July 2018 using a fixed sum loan from MHCC. D instal... (6 pages)View decision -
Decision Reference DRN-3374179
22 Jul 2022 Pareto Financial Planning Limited UpheldPensions and AnnuitiesDRN-3374179 The complaint Mr W complains about the advice given by Pareto Financial Planning Limited (Pareto) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). He says the advice was unsuitable for him and be... (7 pages)View decision -
Decision Reference DRN-3605003
22 Jul 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3605003 The complaint Mr L says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr L applied for a credit card in May 2016. It was approved with a limit of £300 and he was given four subsequent credit limit increases by NewDay. The first increase in September 2016... (3 pages)View decision -
Decision Reference DRN-3421559
22 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3421559 The complaint Mr C has complained Barclays Bank UK PLC didn’t remove a marker from his account when they should have. What happened When Mr C applied to have paperless bank account statements in 2021, he discovered Barclays had placed a marker against his account because of his... (2 pages)View decision -
Decision Reference DRN-3558801
22 Jul 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3558801 The complaint Mr B complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under his pet insurance policy for treatment to his dog, because it was overweight. References to CG include their agents who administer the policy. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-3188768
22 Jul 2022 Barclays Bank UK PLC UpheldInsuranceDRN-3188768 The complaint Mr and Mrs K are unhappy that Barclays Bank UK Plc cancelled their travel insurance policy and the information provided when they added the travel insurance policy back to a packaged bank account. As a result, they say they’ve experienced financial loss. What happ... (3 pages)View decision -
Decision Reference DRN-3175455
21 Jul 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3175455 The complaint Mrs M complains that ReAssure Limited (ReAssure) misled her on two occasions about the charges being levied on her pension policy. She also complains about how long it took ReAssure to provide a full breakdown of the charges she’d paid. What happened Mrs M held a ... (7 pages)View decision -
Decision Reference DRN-3605314
21 Jul 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3605314 The complaint Miss D complains that a car she acquired via a conditional sale agreement with Moneybarn No.1 Limited wasn’t of satisfactory quality. What happened In February 2021 Miss D acquired a used car via a five-year conditional sale agreement with Moneybarn. The car was j... (6 pages)View decision -
Decision Reference DRN-3562018
21 Jul 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3562018 The complaint Mr M complains that a motor insurance quote given to him by Hastings Insurance Services Limited trading as Hastings Direct (HISL) was much lower than the actual cost of the insurance. What happened Mr M had a motorbike insured through HISL. A few days after taking... (5 pages)View decision -
Decision Reference DRN-3565436
21 Jul 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3565436 The complaint Mrs D complains about how AA Underwriting Insurance Company Limited’s (“AAUICL”) handled a claim on her After The Event (ATE) insurance policy. References to AAUICL include their agents. What happened Mrs D was involved in an accident which was caused by another d... (4 pages)View decision
