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 370149 results
-
Decision Reference DRN-4959976
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4959976 The complaint Mr M complains about the transfer of his personal pension – a SIPP (“self-invested personal pension”) with Hargreaves Lansdown Asset Management Limited (“Hargreaves”) to the European Financial Planning Group Diamond Personal Pension Plan (“EFPG plan”), a Qualif... (14 pages)View decision -
Decision Reference DRN-4936519
30 Aug 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4936519 The complaint Mrs R complains that Frasers Group Financial Services Limited (who I’ll call Frasers) trading as Studio, have failed to refund her for an item. What happened Mrs R didn’t receive an item she bought for £15 using her Frasers account. She requested a refund in Fe... (2 pages)View decision -
Decision Reference DRN-4970245
30 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4970245 The complaint Mr H has complained about his previous car insurer Admiral Insurance (Gibraltar) Limited. He believes it mis-sold him cover. What happened Mr H had a multicover policy with Admiral for a property and a car. The car “C” was involved in an accident that was Mr H... (3 pages)View decision -
Decision Reference DRN-4654658
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4654658 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr G is represented in this case but as the account with Monzo is in his name I’ll refer to Mr G throughout my decision. Mr G sa... (3 pages)View decision -
Decision Reference DRN-4992990
29 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4992990 The complaint Ms A complains that Casualty & General Insurance Company (Europe) Ltd (‘CGIC’) unfairly declined her pet insurance claim and added a specific exclusion to her policy. My references to CGIC include its agents. What happened Ms A had pet insurance for her dog... (5 pages)View decision -
Decision Reference DRN-4991399
29 Aug 2024 Raylo Group Limited UpheldConsumer CreditDRN-4991399 The complaint Mrs S complains about the service she received from Raylo Group Limited (“RGL”) when she returned a mobile phone it had hired to her under a regulated consumer hire agreement. What happened I issued a provisional decision on Mrs S’s case on 15 August 2024, in w... (9 pages)View decision -
Decision Reference DRN-4936961
29 Aug 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4936961 The complaint Mr H is unhappy with the information surrounding loan early repayment charges given to him by HSBC UK Bank Plc. What happened Mr H successfully applied to HSBC for a personal loan. Several months later, Mr H approached HSBC and asked for an early settlement fig... (3 pages)View decision -
Decision Reference DRN-4862645
29 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4862645 The complaint Ms M complains about Aviva Insurance Limited’s settlement of her mobile phone insurance claim and about its customer service. My references to Aviva include its agents. What happened Ms M has mobile phone insurance through a bank account. Aviva is the insurer.... (3 pages)View decision -
Decision Reference DRN-4992842
29 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4992842 The complaint Mr M complains about how Bank of Scotland plc trading as Halifax handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Mr M pai... (4 pages)View decision -
Decision Reference DRN-4445387
29 Aug 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4445387 The complaint Mr N complains about the way Capital One (Europe) plc trading as Capital One (“Capital One”) dealt with his complaint for money back in relation to a payment he made to a travel company. What happened The circumstances of the complaint are known to both parties... (3 pages)View decision
