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 369228 results
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Decision Reference DRN-4708124
10 Jan 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-4708124 The complaint Mr S complains Virgin Media Mobile Finance Limited unfairly allowed a fraudster to use his details to take out a fixed sum loan agreement for a mobile phone. What happened Mr S says a fixed sum loan agreement for a mobile phone was taken out using his details,... (3 pages)View decision -
Decision Reference DRN-5252602
10 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5252602 The complaint The trustees of the Mr and Mrs E Investment Bond Trust have complained that St James’s Place Wealth Management (‘SJPWM’) incorrectly advised Mr and Mrs E, the settlors of the trust, to take a whole of life policy for an expected inheritance tax (‘IHT’) liabilit... (11 pages)View decision -
Decision Reference DRN-5215387
10 Jan 2025 FCE Bank Plc UpheldBanking and PaymentsDRN-5215387 The complaint Mr R is unhappy about the service he has received from FCE Bank Plc trading as Ford Money (“FM”) when setting up an ISA account with it and transferring his ISAs from another provider. In particular, he is unhappy that FM continued to send transfer requests wit... (4 pages)View decision -
Decision Reference DRN-5158537
10 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5158537 The complaint Mr C complains about esure Insurance Limited’s (“esure”) handling of a claim following an accident whilst his partner was driving his car, under his motor insurance policy. Mr C is represented by his mother Mrs C. I’ll refer to Mr C in my decision for ease. Wha... (3 pages)View decision -
Decision Reference DRN-4600317
10 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600317 The complaint G a sole trader complains HSBC UK Bank Plc refused to refund multiple transactions on G’s account which weren’t authorised. G is represented by Ms P. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of ... (6 pages)View decision -
Decision Reference DRN-5222253
10 Jan 2025 AWP P&C S.A. UpheldInsuranceDRN-5222253 The complaint Mr L complains that AWP P&C S.A. hasn’t paid a claim under his private health insurance policy. What happened Mr L took out a private health insurance policy on 1 August 2021, provided by AWP. The policy was underwritten on a moratorium basis. This meant t... (4 pages)View decision -
Decision Reference DRN-5211814
10 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5211814 The complaint Mr B complains about the way Aviva Insurance Limited (“Aviva”) investigated a collision and decided liability for a claim under his car insurance policy. What happened Mr B had a car insurance policy with Aviva. In December 2023 Mr B was manoeuvring in a car pa... (3 pages)View decision -
Decision Reference DRN-5223129
10 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5223129 The complaint Mr F complains about Covea Insurance plc (Covea) cancelling his motor insurance policy. Any reference to Covea in this decision includes their agents. What happened Mr F took out a motor insurance policy with Covea in June 2023. In March 2024 Covea wrote to M... (4 pages)View decision -
Decision Reference DRN-5249686
10 Jan 2025 Bamboo Limited Not upheldConsumer CreditDRN-5249686 The complaint Mr J complains that Bamboo Limited lent irresponsibly when it approved two loan applications he made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr J applied for a loan of £2,000 ov... (5 pages)View decision -
Decision Reference DRN-4812361
10 Jan 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4812361 The complaint Miss A complains about the quality of a car she acquired through a hire purchase agreement with Toyota Financial Services (UK) PLC (‘Toyota FS’). Miss A says that the car has had problems with the wiring and was supplied faulty to her. What happened Miss A’s c... (4 pages)View decision
