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 4385 results
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Decision Reference DRN5981158
9 Jan 2020 Orwell Securities (Ipswich) Limited Not upheldInvestment and pensionsMs C’s complaint is, in the main, that Orwell Securities (Ipswich) Limited (‘Orwell’): Provided limited and poor investment advice in relation to her portfolio. [issue 1] Mishandled the transfer of her Beaufort holdings unto the Transact platform. [issue 2] Provided incomplete informati... (6 pages)View decision -
Decision Reference DRN5418194
18 Sep 2015 VS1 Payment Services Limited Not upheldBanking and creditMiss F complains that she has been the victim of fraud and wants VS1 Payment Services Limited (VS1) to reimburse her the money she has lost.backgroundThe circumstances leading to this complaint and my initial conclusions are set out in my provisional decision of July 20... (5 pages)View decision -
Decision Reference DRN-3385307
21 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3385307 The complaint Mr G has complained to this service about esure Insurance Limited (Esure) because he said Esure allowed someone else to use his personal details to set up a policy in his name, on which it dealt with claims, before cancelling it and demanding Mr G pay over £900 of... (3 pages)View decision -
Decision Reference DRN5663069
23 Jun 2016 Shop Direct Finance Company Limited Not upheldBanking and creditMr W complains, in summary, that Shop Direct Finance Company Limited, trading as very,won’t agree to write off his account balance, and that it contacted his Victim Support Officerwithout his knowledge and consent.background Mr W opened a credit account with very in Sep... (4 pages)View decision -
Decision Reference DRN-4459500
19 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4459500 The complaint Mr H complains that The Co-operative Bank Plc (“Co-op”) have declined to reimburse him after he lost £7,495.25 to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in det... (4 pages)View decision -
Decision Reference DRN3557865
31 Oct 2016 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mr E is unhappy with the way Hastings Insurance Services Limited dealt with hiscomplaint about his motor insurance policy.backgroundMr E bought his motor insurance policy with Hastings through a comparison website. WhenHastings sent his Statement of Demands and Needs wi... (4 pages)View decision -
Decision Reference DRN1131295
1 Mar 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about what happened when he tried to use the emergency insurance provided by Aviva Insurance Limited. Mrs S brings this complaint on her husband’s behalf.backgroundMrs S told us about two claims made on Mr S’s Aviva home emergency cover. Mrs S said tha... (4 pages)View decision -
Decision Reference DRN-4299441
6 Sep 2023 Equifax Limited UpheldConsumer CreditDRN-4299441 The complaint Mr M complains that third party information was recorded on his credit file by Equifax Limited trading as Equifax. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Last year, Mr M looked at ... (4 pages)View decision -
Decision Reference DRN-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision
