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-4572409
1 Nov 2024 Heritage Financial Services (IW) Limited Not upheldInvestmentsDRN-4572409 The complaint Miss W complains about the advice and service she received from Heritage Financial Services (IW) Limited trading as Heritage Financial Services, referred to as ‘Heritage’. In summary, she says: She didn’t receive the service she was promised by Heritage. ... (8 pages)View decision -
Decision Reference DRN-5011659
1 Nov 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5011659 The complaint Mr E complains that a loan in his name was taken out without his permission with Madison CF UK Limited trading as 118 118 Money. What happened Mr E says he had a friend who I’ll refer to as P. Mr E has said that P had associates who Mr E was aware had been inv... (5 pages)View decision -
Decision Reference DRN-4950098
1 Nov 2024 Next Retail Limited Not upheldConsumer CreditDRN-4950098 The complaint Miss W complains that NextPay Retail Limited, trading as NextPay (“NextPay”) irresponsibly gave her a running credit account she couldn’t afford to repay. What happened In July 2022 Miss W applied for and was accepted for a credit account with NextPay. She was... (2 pages)View decision -
Decision Reference DRN-5112474
1 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5112474 The complaint Mr T complains that Lloyds Bank PLC (“Lloyds”) failed to deal with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in a fair way. What happened I issued a provisional decision on Mr T’s complaint on 21 August 2024, in which I set out... (20 pages)View decision -
Decision Reference DRN-5090618
1 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5090618 The complaint Mr S has complained that Liverpool Victoria Insurance Company Limited trading as LV failed to automatically renew his motor policy as agreed. What happened Mr S had a policy for his car with LV which was due to renew on 28 February 2024. Mr S said he telephone... (2 pages)View decision -
Decision Reference DRN-5119642
1 Nov 2024 Chubb European Group SE Not upheldInsuranceDRN-5119642 The complaint Miss A complains that Chubb European Group SE (“CEG”) unfairly declined a claim on her motor insurance policy following the theft of her vehicle. Miss A has been represented by a solicitor. For ease, I will refer only to Miss A. What happened Miss A held a mo... (5 pages)View decision -
Decision Reference DRN-4873457
1 Nov 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4873457 The complaint Mr E has complained that Barclays Bank UK PLC, trading as Barclays Wealth Management (‘Barclays’) are charging him for a non-existent unit trust holding and has not made reasonable adjustments accounting for his disabilities. He would like his account closed, t... (4 pages)View decision -
Decision Reference DRN-5071324
1 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5071324 The complaint Mr A complains that Nationwide Building Society repeatedly blocked account payments so that he wasn’t able to use his account. What happened In late October 2023 Mr A tried to purchase some US dollars, but the transaction was blocked. He went into his local bra... (3 pages)View decision -
Decision Reference DRN-4782773
1 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4782773 The complaint Mr C has complained that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under s.140A of the Consumer Credit Act 1974 (“CCA”) and (2) ... (18 pages)View decision -
Decision Reference DRN-5095581
1 Nov 2024 National House-Building Council UpheldInsuranceDRN-5095581 The complaint Mr and Mrs H are unhappy with the settlement offered by National House-Building Council (NHBC) for a claim they made under their Buildmark policy for damage to their home and building. What happened The subject of this complaint is a development comprised of m... (6 pages)View decision
