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 366350 results
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Decision Reference DRN-5114677
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114677 The complaint Miss L complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Miss L applied for a credit card with Aqua in May 2021. Aqua approved the application and gave Miss L a credit card with an initial limit of £300. The credit limit was inc... (3 pages)View decision -
Decision Reference DRN-5154093
20 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-5154093 The complaint Mr S complains that Covea Insurance plc (Covea) unfairly declined a claim he made on a motor insurance policy. What happened Mr S insured his car with Covea. The car’s engine had been removed and it was being stored on private land. Mr S discovered that exterio... (3 pages)View decision -
Decision Reference DRN-4882219
20 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4882219 The complaint Mr M has complained that Capital One (Europe) plc (“Capital One”), irresponsibly granted him a credit card account, and later increased the credit limit on the card, which he couldn’t afford to repay. What happened Mr M told us he took out a credit card with Ca... (5 pages)View decision -
Decision Reference DRN-5028215
19 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5028215 The complaint Mr M complains about how UK Insurance Limited (‘UKI’) dealt with liability for a claim made under his motor insurance policy. Mr M’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this comp... (2 pages)View decision -
Decision Reference DRN-5088093
19 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5088093 The complaint Mr and Miss C’s complaint is about the increase of their Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance premium at renewal. Mr and Miss C say they’ve been treated unfairly. What happened Mr and Miss C held a yearly limit pet insurance policy w... (3 pages)View decision -
Decision Reference DRN-5158220
19 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5158220 The complaint Mr B complains that Barclays didn’t do enough to help him when he told it about a dispute he had with a merchant over goods paid for using his Barclays debit card. What happened In August 2023 Mr B purchased a guitar online using his Barclays debit card. The pa... (4 pages)View decision -
Decision Reference DRN-5142704
19 Nov 2024 London Stone Securities Limited UpheldPensions and AnnuitiesDRN-5142704 The complaint Mrs A has complained about the advice provided to her by London Stone Securities Limited (‘LSS’) with regard to the investments held within her pension. Mrs A has stated that these investments were unsuitable, too high risk, and have caused financial loss. Mrs ... (8 pages)View decision -
Decision Reference DRN-5158204
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5158204 The complaint Mrs B complains NewDay Ltd trading as Debenhams Gold Mastercard (“NewDay”) failed to recover funds for goods paid for in part using her NewDay credit card. What happened In February 2023 Mrs B used her credit card to part pay for a building extension on her hom... (4 pages)View decision -
Decision Reference DRN-5124876
19 Nov 2024 London Stone Securities Limited UpheldPensions and AnnuitiesDRN-5124876 The complaint Mr A has complained about the advice provided to him by London Stone Securities Limited (‘LSS’) with regard to the investments held within his pension. Mr A has stated that these investments were unsuitable, too high risk, and have caused financial loss. Mr A’s... (12 pages)View decision -
Decision Reference DRN-4757622
19 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4757622 The complaint Mr B complains that a kitchen that he paid for using a fixed sum loan agreement with Creation Consumer Finance Limited wasn’t of satisfactory quality. What happened Mr B entered into a fixed sum loan agreement with Creation Consumer Finance in July 2023 to pay ... (3 pages)View decision
