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 125299 results
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Decision Reference DRN-3808225
16 Nov 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3808225 The complaint Mr B complains about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘Clydesdale’) responded to a claim he made under Section 75 of the Consumer Credit Act 1974 (‘section 75’). What happened In January 2021, Mr B ordered a new we... (5 pages)View decision -
Decision Reference DRN-3609353
16 Nov 2022 ITI Capital Limited UpheldInvestmentsDRN-3609353 The complaint Mr A complains ITI Capital Limited (“ITI Capital”) didn’t set up or administer his account properly and delayed its transfer, causing him stress and lost investment opportunities. What happened Mr A approached a new provider to request a transfer from ITI Capital ... (3 pages)View decision -
Decision Reference DRN-3712816
16 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3712816 The complaint Mr D is unhappy that HSBC UK Bank Plc failed to do more to protect him when making payments as a result of a fraud. He would like HSBC to reimburse the funds lost. What happened Mr D met a third-party via an online dating platform. Eventually they exchanged teleph... (5 pages)View decision -
Decision Reference DRN-3769758
16 Nov 2022 Vitality Health Limited UpheldInsuranceDRN-3769758 The complaint Mrs B is unhappy with how Vitality Health Limited dealt with a claim made under her private medical insurance policy. What happened Mrs B has explained that she needed to have a medical procedure, to investigate problems she was having with a hiatus hernia. The me... (3 pages)View decision -
Decision Reference DRN-3633233
16 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3633233 The complaint Mrs B is unhappy with how Vitality Health Limited dealt with a claim made under her private medical insurance policy. What happened Mrs B has explained that she needed to have a medical procedure, to investigate problems she was having with a hiatus hernia. The me... (3 pages)View decision -
Decision Reference DRN-3808107
16 Nov 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3808107 The complaint Mr G complains Lloyds Bank PLC (“Lloyds”) have closed his current account and he wants it to be reinstated. Mr G also wants the default removed from his credit file. Background I issued my provisional decision on this complaint on 14 October 2022. The background a... (4 pages)View decision -
Decision Reference DRN-3495725
16 Nov 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3495725 The complaint Mr R is unhappy Starling Bank Limited has refused to refund money he lost to an investment scam. What happened The circumstances that led to this complaint are well-known to both parties, so I won’t repeat them in detail but, in summary: Between July and September... (3 pages)View decision -
Decision Reference DRN-3787284
16 Nov 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3787284 The complaint Mrs H complains about Casualty & General Insurance Company (Europe) Ltd (CG) rejecting a claim under her pet insurance policy for treatment to her dog. This decision only covers the decline of a claim made by Mrs H for removal of a lipoma. It doesn’t cover a s... (5 pages)View decision -
Decision Reference DRN-3762155
16 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3762155 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Ltd was of an unsatisfactory quality. What happened On 25 March 2022, Mr H was supplied with a used car through a hire purchase agreement with Creation. He pa... (4 pages)View decision -
Decision Reference DRN-3553464
16 Nov 2022 Wesleyan Assurance Society UpheldInvestmentsDRN-3553464 The complaint Mrs N complains that Wesleyan Assurance Society delayed the surrender of a whole of life policy because it incorrectly recorded the policy was assigned to a bank. What happened In late 2020 Mrs N asked Wesleyan what was required to surrender her existing whole of ... (2 pages)View decision
