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 634 results
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Decision Reference DRN-4058518
31 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4058518 The complaint Ms C complains that HSBC UK Bank Plc (trading as ‘First Direct’) has refused to refund her in full for transactions totalling approximately £5,500 which she said she did not make or otherwise authorise. What happened I issued a provisional decision in March 2023 t... (6 pages)View decision -
Decision Reference DRN-3658501
22 Nov 2023 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3658501 The complaint Mrs D complains that John Lewis Financial Services Limited won’t refund to her the money that she paid for two holiday club memberships. She’s being represented in her complaint by a claims management company. What happened Mrs D and her husband entered into a mem... (5 pages)View decision -
Decision Reference DRN4304090
2 Oct 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr W is unhappy with Royal & Sun Alliance Insurance Plc’s (“RSA”) handling of his home insurance claim for subsidence.background In summary, Mr W first noticed cracks in his home in 2010. RSA accepted his claim for subsidence and appointed a loss adjuster. It in ... (3 pages)View decision -
Decision Reference DRN-4652548
26 Sep 2024 Metro Bank PLC UpheldConsumer CreditDRN-4652548 The complaint Mrs B has complained Metro Bank PLC, trading as RateSetter, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enable her to get additiona... (4 pages)View decision -
Decision Reference DRN-4679124
26 Sep 2024 Fluro Platform Limited UpheldConsumer CreditDRN-4679124 The complaint Mrs B has complained Fluro Platform Limited, trading as Fluro, is asking her to repay a personal loan she didn’t take out. What happened In January 2023, Mrs B fell for a scam supposedly supported by a well-known influencer. This was to enable her to get additi... (4 pages)View decision -
Decision Reference DRN1975700
9 Oct 2014 Innvotec Limited Not upheldInvestment and pensionsMr V complains that Innvotec Limited did not have sufficient regulatory permissions to promote the film partnerships he invested in.Mr V also complains that the information provided by Innvotec regarding film partnership investments was misleading in that the risks of the film partnersh... (7 pages)View decision -
Decision Reference DRN8792878
9 Oct 2014 Innvotec Limited Not upheldInvestment and pensionsMr V complains that Innvotec Limited did not have sufficient regulatory permissions to promote the film partnerships he invested in.Mr V also complains that the information provided by Innvotec regarding film partnership investments was misleading in that the risks of the film partnersh... (7 pages)View decision -
Decision Reference DRN9805000
9 Oct 2014 Innvotec Limited Not upheldInvestment and pensionsMr V complains that Innvotec Limited did not have sufficient regulatory permissions to promote the film partnerships he invested in.Mr V also complains that the information provided by Innvotec regarding film partnership investments was misleading in that the risks of the film partnersh... (7 pages)View decision -
Decision Reference DRN7874748
9 Oct 2014 Innvotec Limited Not upheldInvestment and pensionsMr V complains that Innvotec Limited did not have sufficient regulatory permissions to promote the film partnerships he invested in.Mr V also complains that the information provided by Innvotec regarding film partnership investments was misleading in that the risks of the film partnersh... (7 pages)View decision -
Decision Reference DRN6312101
9 Oct 2014 Innvotec Limited Not upheldInvestment and pensionsMr V complains that Innvotec Limited did not have sufficient regulatory permissions to promote the film partnerships he invested in.Mr V also complains that the information provided by Innvotec regarding film partnership investments was misleading in that the risks of the film partnersh... (7 pages)View decision
