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 362712 results
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Decision Reference DRN-4746276
1 Oct 2024 Yorkshire Building Society Not upheldMortgagesDRN-4746276 The complaint This complaint’s about an approach made by a limited company I’ll call A to Yorkshire Building Society (YBS) for a commercial mortgage to fund the acquisition of business premises. A is presented here by its director, Mr I. YBS issued a non-binding decision-in... (2 pages)View decision -
Decision Reference DRN-4201184
1 Oct 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4201184 The complaint Mrs B has complained that information she received from Hargreaves Lansdown Asset Management Limited (‘HL’) regarding the Woodford Income Focus Fund (‘WIFF’) caused her a loss. What happened Mrs B opened a SIPP account with HL in 2015. She chose to invest in t... (4 pages)View decision -
Decision Reference DRN-5046941
1 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5046941 The complaint Ms B and Mr R complain about U K Insurance Limited (“UKI”) and the decision to refuse the renewal of their joint home insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (4 pages)View decision -
Decision Reference DRN-5009926
1 Oct 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5009926 The complaint Mrs S complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (2 pages)View decision -
Decision Reference DRN-4634286
1 Oct 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4634286 The complaint Miss L complains about the service she has received from Motability Operations Limited in respect of a hire agreement (“agreement”) she entered into with it for a car, a car that was rented by her for the benefit of her disabled partner. What happened In April ... (3 pages)View decision -
Decision Reference DRN-5009935
1 Oct 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5009935 The complaint Miss D complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsib... (2 pages)View decision -
Decision Reference DRN-5048208
1 Oct 2024 Topaz Finance Limited Not upheldMortgagesDRN-5048208 The complaint Ms R complains about the way that Topaz Finance Limited has administered her mortgage. What happened In March 2007, Ms R took out an interest only mortgage with Money Partners. The mortgage offer said the mortgage had a fixed rate of 5.62% for 36 months followi... (4 pages)View decision -
Decision Reference DRN-5024809
1 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5024809 The complaint Miss E complains American Express Services Europe Limited (AESEL) registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued my provisional decision on this complaint and invited both parties t... (4 pages)View decision -
Decision Reference DRN-4667308
1 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4667308 The complaint Miss M complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost after a car she bought was confiscated by the police. What happened In May 2019, Miss M was looking to buy a car. She found a car on an online marketplace and arranged with... (2 pages)View decision -
Decision Reference DRN-5053053
1 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5053053 The complaint Mrs S has complained about her commercial property insurer Royal & Sun Alliance Insurance Limited (RSA). She thinks it delayed a claim and is not happy with the settlement offered, which RSA says encompasses repairs and lost rent. What happened Mrs S found... (6 pages)View decision
