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 360982 results
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Decision Reference DRN-4746850
7 May 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4746850 Complaint Mr K complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In August 2016, MotoNovo provided Mr K with finance for a used ca... (3 pages)View decision -
Decision Reference DRN-4730133
7 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4730133 Complaint Mr P complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the payments to the agreement were unaffordable, so he should not have been lent to. Background In January 2020, Moneybarn provided Mr... (3 pages)View decision -
Decision Reference DRN-4779723
6 May 2024 Advance Mortgage Funding Ltd UpheldMortgagesDRN-4779723 The complaint Miss G’s complaint about Advance Mortgage Funding Ltd trading as PRIMIS Mortgage Network (AMFL) relates to the advice she received when taking out her first mortgage in 2021. What happened In September 2021 Miss G chose a mortgage broker RCP Ltd (the broker) who w... (4 pages)View decision -
Decision Reference DRN-4645609
6 May 2024 Foster Denovo Limited UpheldPensions and AnnuitiesDRN-4645609 The complaint Ms C’s complaint is about investment of her Suffolk Life (now Curtis Banks) Self-Invested Personal Pension (‘SIPP’). She says Foster Denovo Limited (‘FDL’) failed to carry out investment instructions she gave in May and June 2017; she was unaware of its failure un... (11 pages)View decision -
Decision Reference DRN-4757815
6 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4757815 The complaint Mrs K complains about an HSBC UK Bank Plc mistake when they didn’t pay her standing order. What happened In April 2023, Mrs K used her HSBC debit card to book two tickets with Airline A for a total of £1,495.62. Airline A’s procedure is to seek authorisation befor... (5 pages)View decision -
Decision Reference DRN-4739780
6 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4739780 The complaint Mr L has complained that AXA Insurance UK Plc (‘AXA’) declined his claim for damage to his rental property after initially advising him that a payment would be made under his home insurance policy. For the avoidance of doubt, the term ‘AXA’ includes AXA’s agents a... (5 pages)View decision -
Decision Reference DRN-4704513
6 May 2024 Post Office Management Services Limited Not upheldInsuranceDRN-4704513 The complaint Mr T has complained that Post Office Management Services Limited (‘Post Office’) didn’t provide a quote for his home insurance policy. What happened Mr T’s home insurance policy was due for renewal at the end of October 2023. The underwriter’s computer system had ... (2 pages)View decision -
Decision Reference DRN-4705855
6 May 2024 Ageas Insurance Limited UpheldInsuranceDRN-4705855 The complaint Mr B has complained that Ageas Insurance Limited (’Ageas’) unfairly declined a claim he made under his home insurance policy What happened The front door to Mr B’s home was damaged by the Police trying to gain entry. Mr B reported this to Ageas in October 2023, ho... (3 pages)View decision -
Decision Reference DRN-4708253
4 May 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4708253 The complaint Miss C complains about the way Advantage Insurance Company Limited (“Advantage”) handled a claim she made under her motor insurance policy. Any references to Advantage in this decision include its appointed agents. What happened Miss C had a car accident in April ... (3 pages)View decision -
Decision Reference DRN-4769252
4 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4769252 The complaint Mr I makes a number of complaints about National Westminster Bank Plc (NatWest) following a payment into his account. What happened Mr I says his account was blocked by NatWest following a suspicious payment into his account just before Christmas 2023. He says he ... (2 pages)View decision
