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 363925 results
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Decision Reference DRN-4829821
4 Jun 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4829821 The complaint Mr T complains that a vehicle he financed through a personal contract purchase (PCP) with ALD Automotive (“ALD”) wasn’t of satisfactory quality. What happened Mr T purchased a car through a four-year PCP agreement with ALD on 13 August 2019. He completed an MOT on... (2 pages)View decision -
Decision Reference DRN-4616889
4 Jun 2024 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-4616889 The complaint G, a limited company, complains about delays when it applied for a buy to let mortgage with Hampshire Trust Bank Plc. G is represented by its director, who I’ll refer to as Ms T. Ms T says that G missed out on lower interest rate products due to the delays. She as... (5 pages)View decision -
Decision Reference DRN-4616885
4 Jun 2024 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-4616885 The complaint G, a limited company, complains about delays when it applied for a buy to let mortgage with Hampshire Trust Bank Plc. G is represented by its director, who I’ll refer to as Ms T. Ms T says that G missed out on a lower interest rate product due to the delays. She a... (5 pages)View decision -
Decision Reference DRN-4453382
4 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4453382 The complaint Mr W complains that Lloyds Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4833109
4 Jun 2024 Julian Harris Financial Consultants UpheldInvestmentsDRN-4833109 The complaint Mrs S complains that Julian Harris Financial Consultants (“Julian Harris”) has unfairly charged her for its initial and ongoing advice despite her not going ahead with it. What happened Mrs S received pension advice from Julian Harris in 2019. Mrs S had an annual ... (6 pages)View decision -
Decision Reference DRN-4798353
4 Jun 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4798353 The complaint Mr A complains that AXA Insurance UK Plc failed to reconsider the settlement paid for alternative accommodation following a claim on his home buildings insurance policy. He’s also unhappy with the settlement paid for damage to a path and gate. What happened Mr A m... (3 pages)View decision -
Decision Reference DRN-4765613
4 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4765613 The complaint Mr O has complained about the way Barclays Bank UK PLC treated him following an attempted cheque deposit. He wants compensation and an apology. What happened Both sides are familiar with what happened, so I’ll summarise things in brief. On Friday 1 March 2024 Mr O... (3 pages)View decision -
Decision Reference DRN-4833193
4 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4833193 The complaint Ms T complains that National Westminster Bank Plc didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-4659060
4 Jun 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4659060 The complaint Mrs B complains about the way her insurer, Zurich Insurance PLC, (“Zurich”) handled a claim for subsidence. Any references to Zurich in this decision include its appointed agents. What happened In 2020, Mrs B made a claim to her insurer, Zurich, for subsidence at ... (3 pages)View decision -
Decision Reference DRN-4807995
4 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4807995 The complaint Mr C complains Acasta European Insurance Company unfairly declined a guarantee insurance claim. Acasta’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Acasta’s own. What happened In 2017 Mr C... (4 pages)View decision
