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 369227 results
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Decision Reference DRN-4908643
9 Aug 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4908643 The complaint Mr D has complained that Domestic & General Insurance Plc (“D&G”) declined a claim he made under his appliance insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable i... (2 pages)View decision -
Decision Reference DRN-4954942
9 Aug 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4954942 The complaint Mr T complains about a used car he acquired through a personal contract purchase agreement with CA AUTO FINANCE UK LTD (“CA AUTO”). Mr T says the car needed significant repairs shortly after he acquired it, and he is unhappy he’s been left with costs incurred a... (3 pages)View decision -
Decision Reference DRN-4956123
9 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4956123 The complaint Mr D complains about a used car he purchased which was partially funded through his Lloyds Bank PLC (“Lloyds”) credit card. He says the car became faulty shortly after he purchased it, and these faults were never fixed. What happened In November 2022, Mr D pur... (4 pages)View decision -
Decision Reference DRN-4555015
9 Aug 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4555015 The complaint Mr S complains about a car he acquired using a hire purchase agreement with Specialist Motor Finance Limited (“SMF”). He says the dealership agreed to fix known issues with the car but didn’t do so. What happened Mr S entered into a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-4958409
9 Aug 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4958409 The complaint Mr J complains that Curtis Banks Limited (‘CBL’) shouldn’t have accepted his application for a self-invested personal pension (‘SIPP’) and that it failed to undertake due diligence on the introducer and intended investment, causing him a financial , - ... (34 pages)View decision -
Decision Reference DRN-4515361
9 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4515361 The complaint Mr N complains that Nationwide Building Society has treated him unfairly in relation to a transaction on his credit card which partially paid for a used car. What happened In November 2022 Mr N used his Nationwide Building Society (NBS for short)... (4 pages)View decision -
Decision Reference DRN-4882230
9 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4882230 The complaint Miss S complains about the length of time that Barclays Bank UK PLC took to deal with some fraud disputes she had raised, and about the online chat she had with it about the disputes. What happened From about the beginning of November 2023, Miss S told Barclays... (3 pages)View decision -
Decision Reference DRN-4942955
9 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4942955 The complaint Mr F complains that AXA Insurance UK Plc unfairly declined a claim he made on his home insurance policy. Reference to AXA includes its agents. Mr F has been represented in this complaint, but for ease of reading I’ll simply refer to Mr F throughout. What happen... (3 pages)View decision -
Decision Reference DRN-4855943
9 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4855943 The complaint The trustees of a trust, which I will refer to as T, complain that Lloyds Bank Plc failed to honour an agreement not to charge an arrangement fee. What happened Lloyds told us: In November 2020 it agreed that it would waive the arrangement fee and bank rela... (2 pages)View decision -
Decision Reference DRN-4957761
9 Aug 2024 St. James's Place Wealth Management Plc Not upheldMortgagesDRN-4957761 The complaint Mr P complains that Morrinson Wealth Management LLP – an appointed representative of St. James’s Place Wealth Management Plc (SJP) – incorrectly led him to believe that he would not have to pay an early repayment charge (ERC) if he repaid his mortgage. What happen... (5 pages)View decision
