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-3952103
20 Feb 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3952103 The complaint Mr M complains about the settlement that Haven Insurance Company Limited paid him after a claim made on his commercial motor insurance policy. What happened Mr M’s van was damaged by fire and declared to be a total loss. Haven offered him £5,564 in settlement of ... (3 pages)View decision -
Decision Reference DRN-3905271
20 Feb 2023 Toyota Financial Services (UK) No. 2 Plc UpheldConsumer CreditDRN-3905271 The complaint Mr F complains that car he acquired through a Hire Purchase Agreement (HPA) with Toyota Financial Services (UK) No 2 PLC (TFS) wasn’t fit for purpose. He would like to reject the car and be compensated for loss of earnings as well as distress and inconvenience. W... (2 pages)View decision -
Decision Reference DRN-3773055
20 Feb 2023 ReAssure Limited UpheldPensions and AnnuitiesDRN-3773055 The complaint Mr P complains that ReAssure Limited has failed to deal with his request to transfer pension benefits to another provider in an efficient or timely manner. What happened Mr P holds pension savings with ReAssure. Those pension savings are held in a Personal Retirem... (4 pages)View decision -
Decision Reference DRN-3861429
20 Feb 2023 Rock Insurance Services Limited UpheldInsuranceDRN-3861429 The complaint Mr A and Mr F complain about the customer service they’ve received from Rock Insurance Services Limited. As Mr F brought the complaint to us, for ease of reading, I’ve referred mainly to him. What happened Mr F and Mr A took out an annual travel insurance policy t... (2 pages)View decision -
Decision Reference DRN-3971590
20 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3971590 The complaint Mr and Mrs R are unhappy HSBC UK Bank Plc failed to reply to their questions after declining their request for an increased overdraft facility. What happened In April 2022 Mr and Mrs R asked for a temporary increase to their overdraft limit. HSBC wrote declining t... (3 pages)View decision -
Decision Reference DRN-3961483
20 Feb 2023 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-3961483 The complaint Mr M has experienced a number of problems in his dealings with Home Retail Group Card Services Ltd trading as Argos Card Services (Argos). What happened Mr M has an Argos credit card and made his monthly payments to it using an app on his mobile phone. He received... (3 pages)View decision -
Decision Reference DRN-3886185
20 Feb 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3886185 The complaint Mr L complains that Barclays Bank UK PLC has wrongly increased the balance due on his mortgage after he ported it in April 2022. What happened Mr L had a mortgage with Barclays. He was selling his property and buying another one in April 2022 and porting over his ... (2 pages)View decision -
Decision Reference DRN-3975068
20 Feb 2023 Topaz Finance Limited UpheldMortgagesDRN-3975068 The complaint Ms M has complained about fees and charges applied to her mortgage account by Topaz Finance Limited trading as Heliodor Mortgages, and referred to here as Topaz. Ms M is also unhappy at the way Topaz has communicated with her. On 13 February 2023 I issued a decisi... (3 pages)View decision -
Decision Reference DRN-3970122
20 Feb 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3970122 The complaint Mr W complains that Moneybarn No. 1 Limited (Moneybarn) provided him with a car which he doesn’t believe was of satisfactory quality. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instea... (5 pages)View decision -
Decision Reference DRN-3624768
20 Feb 2023 Grosvenor Wealth Management Limited UpheldPensions and AnnuitiesDRN-3624768 The complaint Mr C complains about Grosvenor Wealth Management Limited’s (GWM) advice in connection with transferring 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... (9 pages)View decision