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 367300 results
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Decision Reference DRN-5111728
25 Nov 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5111728 The complaint Mrs M is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited trading as Startline (‘Startline’) was of an unsatisfactory quality. When I refer to what Mrs M or Startline have said or done, it should also be ta... (5 pages)View decision -
Decision Reference DRN-5168495
25 Nov 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5168495 The complaint Mr B complains that Liverpool Victoria Insurance Company Limited provided poor service in his claim for an escape of water. What happened Mr B held a buildings and contents policy with LV and in December 2022 he made a claim following an escape of water from a... (3 pages)View decision -
Decision Reference DRN-5166873
25 Nov 2024 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-5166873 The complaint Mr C has complained about delays he experienced in surrendering his investment with Janus Henderson Fund Management UK Limited (JH), and receiving the proceeds. Mr C has brought his complaint through a representative. But for ease, I will refer to all actions ... (4 pages)View decision -
Decision Reference DRN-5111276
25 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5111276 The complaint Mr S complains that Assurant General Insurance Limited trading as Vodafone Care is responsible for mishandling his claim on a mobile telephone insurance policy. What happened Mr S had a mobile phone insured on a policy under which Assurant was responsible for ... (2 pages)View decision -
Decision Reference DRN-4926131
25 Nov 2024 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-4926131 The complaint Miss C complains about Allegiant Finance Services Limited (“AFSL”) and the success fee they are charging following her unaffordable lending claim. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list the... (3 pages)View decision -
Decision Reference DRN-4986603
25 Nov 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4986603 The complaint Mr R complains with the help of a professional representative about the advice provided by HARBOUR ROCK CAPITAL LIMITED trading as Portafina (HRCL). It said that the advice to transfer from a Defined Benefit (DB) pension to a SIPP was unsuitable. It says Mr R w... (7 pages)View decision -
Decision Reference DRN-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN-5130366
25 Nov 2024 Fair for You Enterprise CIC Not upheldConsumer CreditDRN-5130366 The complaint Mrs L complains that Fair for You Enterprise CIC recorded adverse information on her credit file. What happened On 21 August 2022 Mrs L took out a Food Club Card with Fair for You with an initial top up of £60. On 12 December 2022 a further top up of £100 was a... (2 pages)View decision -
Decision Reference DRN-4797996
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4797996 The complaint Mr and Mrs G complain that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss they suffered when they sent money to its customer’s account as the result of an alleged scam. Mr and Mrs G have used a representative to bring their compla... (4 pages)View decision -
Decision Reference DRN-5163542
25 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5163542 The complaint Ms B complains AXA Insurance UK Plc didn’t handle a claim against her home insurance policy fairly. What happened Ms B had an escape of water in June 2023. She made a claim against her home insurance policy. AXA ultimately declined the claim as it said the esc... (2 pages)View decision
