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 4269 results
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Decision Reference DRN-4365421
25 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4365421 The complaint Mrs H is unhappy with the way in which Covea Insurance plc handled a claim made on her car insurance policy (‘the policy’), including the amount it’s settled her claim for. What happened I issued my provisional decision in August 2023 explaining why I was intendin... (4 pages)View decision -
Decision Reference DRN-3863224
13 Mar 2023 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-3863224 The complaint Mr F complains that a car he acquired with credit from Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. What happened Mr F entered into a credit agreement with SMF via an intermediary in January 2020 to acquire a used car. The credit to buy t... (3 pages)View decision -
Decision Reference DRN-5004519
23 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5004519 The complaint Mr S complains that HSBC won’t refund the money he lost when he says he was the victim of a scam. What happened Mr S says that he received messages via a social networking site from a company I’ll refer to in this decision as D. He no longer has the messages, ... (4 pages)View decision -
Decision Reference DRN-1611980
10 Aug 2020 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-1611980The complaintMr Z has complained that he’s been financially disadvantaged by the actions of Curtis Banks Limited in dealing with both the initial purchase, and then more recent sale, of a commercial property into and out of his Self Invested Personal Pension (SIPP). In particula... (4 pages)View decision -
Decision Reference DRN-3571844
7 Sep 2022 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-3571844 The complaint Miss G complains American Express Services Europe Limited didn’t treat her fairly when she had difficulties making repayments to her credit card account. What happened Miss G had a credit card account with American Express. In January and February 2018 Miss G didn... (4 pages)View decision -
Decision Reference DRN-2361022
9 Apr 2021 esure Insurance Limited Not upheldInsuranceDRN-2361022 The complaint Mr T had a motor insurance policy with esure Insurance Limited when his car was damaged in an accident. He says esure provided very poor service to him after he reported it. What happened Mr T told us that he advised esure in November 2019 that another car had dri... (3 pages)View decision -
Decision Reference DRN4407012
28 Oct 2014 Black Horse Limited UpheldPayment protection insurance (PPI)Mr and Mrs F have complained about being mis-sold a regular (monthly) payment protection insurance (“PPI”) policy by Black Horse Limited (Black Horse) in connection with a joint loan taken out in 2009. backgroundThe background to the complaint was set out in my provisional decision da... (5 pages)View decision -
Decision Reference DRN9268014
26 Apr 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr R complained about the settlement figure offered by Advantage Insurance Company Limited (“Advantage”) after his car was written off in an accident. He also complained about ownership of the car being transferred before he had accepted the offer. Mr R also complained ... (4 pages)View decision -
Decision Reference DRN0277092
5 Feb 2020 Covea Insurance plc UpheldInsurance (excluding PPI)Mr B has complained about the service he received from Covea Insurance plc and the market value offer it made when he made a claim under his car insurance policy.background In July 2018 Mr B was involved in an incident and he made a claim to his insurer, Covea. An engineer reported that it... (4 pages)View decision -
Decision Reference DRN-5016217
30 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016217 The complaint Mr R complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision
