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 4790 results
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Decision Reference DRN3212850
20 Nov 2019 RRG Group Limited Not upheldBanking and creditMiss S complains that a car she has been financing through an agreement brokered by RRG Group Limited (“RRG”), was mis-sold to her as the sales price was wrong.backgroundMiss S took receipt of a new car in November 2017. She financed the deal through a hire purchase agreement that was brok... (2 pages)View decision -
Decision Reference DRN2005898
16 Nov 2016 Foresight Group LLP Not upheldInvestment and pensionsMr R complains that Foresight Group LLP failed to deal properly with his application for shares in a venture capital trust (VCT). Because of this, he’s lost £3,000 tax relief. backgroundAn adjudicator considered Mr R’s complaint, but didn’t think it should succeed. In ... (2 pages)View decision -
Decision Reference DRN2386204
22 May 2019 Santander UK Plc Not upheldBanking and creditMr S complains that Santander UK plc didn’t tell him that his loan account would be defaulted and that this would affect his credit file.backgroundMr S had a personal loan with Santander but he missed a payment. Santander tried to contact him but Mr S says he didn’... (2 pages)View decision -
Decision Reference DRN7172850
23 Dec 2019 Lloyds Bank PLC Not upheldBanking and creditMr H complains that Lloyds Bank PLC won’t refund transactions that he says he didn’t make or otherwise authorise.backgroundIn February 2019 upon receiving his bank statement, Mr H called Lloyds to dispute a number of transactions made from his Lloyds current account between 2 January 2019 ... (4 pages)View decision -
Decision Reference DRN6077594
7 Jun 2017 Quick Quote Insurance Services Limited Not upheldInsurance (excluding PPI)Mr V has complained that Quick Quote Insurance Services Limited failed to set up his car insurance policy correctly.backgroundSince 2015 Quick Quote, as Mr V’s broker has arranged car insurance policies for him. Mr V renewed his car insurance policy in October 2016. In... (4 pages)View decision -
Decision Reference DRN-1382419
15 Jul 2020 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-1382419 The complaintMr W has complained about Adrian Flux Insurance Services Group’s handling of his car insurance policy. What happenedMr W took out car insurance on 3 August 2017 (the first policy). Adrian Flux sold the policy as broker. The policy was underwritten by a separate bu... (3 pages)View decision -
Decision Reference DRN3167705
4 Oct 2017 HSBC Bank plc Not upheldBanking and creditMiss K complained that HSBC Bank Plc has failed to send her the right bank card and that it hadn’t resolved problems she had experienced using the Verified by Visa online payment method.backgroundThe bank cardMiss K contacted the bank when she received a bank card th... (2 pages)View decision -
Decision Reference DRN9363056
11 Jan 2018 Covea Insurance plc Not upheldInsurance (excluding PPI)Mrs S is unhappy with the way Covea Insurance plc has settled a claim on her motor insurance policy. backgroundIn December 2016 a third party’s representative contacted Covea alleging Mrs S had hit his vehicle at a roundabout the previous month. Mrs S denied she was in... (2 pages)View decision -
Decision Reference DRN2502593
23 Oct 2014 Lloyds Bank PLC Not upheldBanking and creditMr F complains that shortly after opening a business account, Lloyds Bank PLC closed it without explanation or notice. He discovered the closure when he was trying to transfer money to the account. Mr F believes the bank should provide reasons for its decision, and is seeking c... (2 pages)View decision -
Decision Reference DRN2223429
1 Aug 2016 Zenith Insurance plc Not upheldInsurance (excluding PPI)Mr M has complained about the service Zenith Insurance plc provided following a claim on his motor insurance.backgroundZenith contacted Mr M to say that another driver’s insurer had accused Mr M of being at fault for an accident. Mr M told Zenith he hadn't be... (2 pages)View decision