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 121877 results
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Decision Reference DRN-3321309
16 Jun 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3321309 The complaint Mr O complains that a car he acquired via a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Lexus Financial Services (“Toyota FS”) wasn’t of satisfactory quality. What happened In September 2020 Mr O acquired a new car via a 36-month hir... (4 pages)View decision -
Decision Reference DRN-3501783
16 Jun 2022 Aviva Insurance Limited UpheldInsuranceDRN-3501783 The complaint Mrs A has complained that Aviva Insurance Limited’s agents caused damage to her boiler while carrying out a service. Mrs A held a Plumbing and Boiler cover policy with Aviva. All reference to the insurer Aviva in my decision includes its agents. What happened Mrs ... (3 pages)View decision -
Decision Reference DRN-3187120
16 Jun 2022 Central Markets Investment Management Limited UpheldPensions and AnnuitiesDRN-3187120 The complaint Mr C has complained that he was unsuitably advised by Central Markets Investment Management Ltd (CMIM), as a trustee of his Small Self-Administered Scheme (SSAS), to make investments within the scheme including a discretionary managed portfolio and a Cape Verde ho... (14 pages)View decision -
Decision Reference DRN-3547853
16 Jun 2022 Harvey & Thompson Limited UpheldConsumer CreditDRN-3547853 The complaint Miss C complains that Harvey & Thompson Limited was irresponsible to lend to her. What happened Miss C had six loans from Harvey & Thompson between December 2013 and February 2018 as follows: Loan Date Amount Term Max Monthly Repayment* Due Repaid 1 16 Dec... (5 pages)View decision -
Decision Reference DRN-3501825
16 Jun 2022 Northern Bank Limited UpheldBanking and PaymentsDRN-3501825 The complaint Mr and Mrs Q complain that Northern Bank Limited (trading as “Danske Bank”) have failed to refund over £90,000 they lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything agai... (3 pages)View decision -
Decision Reference DRN-3547859
16 Jun 2022 PEGMOS Limited UpheldPensions and AnnuitiesDRN-3547859 The complaint Mr B complained he’d been unsuitably advised by Calculis Financial Planners Limited to transfer benefits held in an Occupational Pension Scheme (OPS) and a linked Additional Voluntary Contribution (AVC) Scheme. Calculis Financial Planners was an earlier name for P... (15 pages)View decision -
Decision Reference DRN-3237486
16 Jun 2022 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-3237486 The complaint A company, which I’ll refer to as L, complains about the time taken for The National Farmers' Union Mutual Insurance Society Limited (“NFU”), to accept claims made on its commercial property insurance policy for water ingress. Mrs A, who is a director of L, b... (3 pages)View decision -
Decision Reference DRN-3197130
16 Jun 2022 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-3197130 The complaint Mr C has complained about the actions taken by Hargreaves Lansdown Asset Management Limited (‘HL’) when it backdated a trade within his Individual Savings Account (‘ISA’) after it established the holding wasn’t eligible to be held in an ISA wrapper. What happened ... (6 pages)View decision -
Decision Reference DRN-3319182
16 Jun 2022 Progressive Money Limited UpheldConsumer CreditDRN-3319182 The complaint Mrs P and Mr P (Mr and Mrs P), through their representative, complain that Progressive Money Limited approved them for a loan which they could not afford. If Progressive Money Limited had carried out the checks it ought to have done then it would have realised tha... (6 pages)View decision -
Decision Reference DRN-3541493
16 Jun 2022 esure Insurance Limited UpheldInsuranceDRN-3541493 The complaint Ms S complains about how esure Insurance Limited (esure) has handled a claim she made against her car insurance policy following an incident. What happened I previously issued my provisional decision on this case – I intended to come to the same outcome as the Inv... (6 pages)View decision
