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 1466 results
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Decision Reference DRN3060006
5 Nov 2019 The Co-operative Bank Plc Not upheldBanking and creditMr W has complained about the way in which The Co-operative Bank Plc (‘Co-op”) has dealt with him after he experienced financial difficulties. In particular, Mr W is unhappy about Co-op’s decision to call in his secured business borrowing. He wants Co-op to pay compensation of just over £2... (6 pages)View decision -
Decision Reference DRN-3914006
25 Jan 2023 Inter Partner Assistance SA Not upheldInsuranceDRN-3914006 The complaint Miss G complains about the service she received from Inter Partner Assistance SA after she claimed for a boiler repair under her home emergency policy. What happened Miss G has a home emergency policy, which is provided by Inter Partner Assistance SA (IPA). At the... (5 pages)View decision -
Decision Reference DRN-5120619
1 Nov 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5120619 The complaint Mr F complains about the quality of a car Blue Motor Finance Consumer (UK) Plc supplied to him under a hire-purchase agreement. Background I recently issued my provisional conclusions setting out the events leading up to this complaint and how I thought the di... (5 pages)View decision -
Decision Reference DRN-4492756
29 Dec 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4492756 The complaint Mr and Mrs I complain that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed backgrou... (6 pages)View decision -
Decision Reference DRN1526211
22 Nov 2019 AXA France IARD Not upheldPayment protection insurance (PPI)Mrs A says she was mis-sold a payment protection insurance (“PPI”) policy.I can’t consider this complaint against the policy seller directly because the sale took place before it, or its predecessor-in-title, was regulated by the then Financial Services Authority (FSA) for insurance interm... (8 pages)View decision -
Decision Reference DRN-3559143
23 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3559143 The complaint Mr and Mrs S complain that HSBC UK Bank Plc hasn’t reimbursed them for money lost to a fraudulent investment. What happened This complaint relates to money lost on Mr S’s sole credit card and from his joint account with Mrs S, using his debit card. Mr S says he sa... (6 pages)View decision -
Decision Reference DRN-3499531
27 May 2022 Alexander David Securities Limited UpheldPensions and AnnuitiesDRN-3499531 The complaint Mr L has complained, through his representative, about the shares he bought through Templeton Securities Limited (an appointed representative of Alexander David Securities Limited). The representative has said that the firm’s failings resulted in Mr L investing in... (20 pages)View decision -
Decision Reference DRN-2395546
14 Dec 2020 Yorkshire Building Society Not upheldInsuranceDRN-2395546 The complaint Mr S complains that Yorkshire Building Society (when it was trading as Chelsea Building Society) mis-sold him payment protection insurance (“PPI”). To keep things simpler, since Yorkshire Building Society is responsible for dealing with this complaint I’ll just re... (5 pages)View decision -
Decision Reference DRN5817428
16 Mar 2020 Studio Retail Limited UpheldBanking and creditMr F complains about some garden furniture and a solar powered water fountain which he bought from Studio Retail Limited (‘Studio’) in April 2018 using his catalogue shopping account.backgroundIn summary, Mr F says the garden furniture is poor quality. He says it is cracking and the tables... (6 pages)View decision -
Decision Reference DRN-3668220
14 Sep 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3668220 The complaint Mr and Mrs H complain that Ageas Insurance Limited (Ageas) unfairly declined their claim for damage to their roof under their home insurance policy. They also complain about the poor service they received and the lack of communication during the claim process. Mr ... (6 pages)View decision