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
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Decision Reference DRN-4967233
22 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4967233 The complaint Mr B has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (9 pages)View decision -
Decision Reference DRN-4967850
22 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4967850 The complaint Mr L complains on behalf of himself and his aunt and uncle, Mrs L and X, that Lloyds Bank PLC caused them to have a wasted appointment and failed to add his name to a joint account as requested. What happened Mr L requested their accountant, C, to arrange an ap... (4 pages)View decision -
Decision Reference DRN-4689470
22 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-4689470 The complaint Miss C complains Hargreaves Lansdown Asset Management Limited (HL) provided mis- leading and insufficient information about the performance of a fund which she invested in through a Self-Invested Personal Pension (SIPP). She says she was given false reassurances a... (6 pages)View decision -
Decision Reference DRN-4913981
22 Aug 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4913981 The complaint Mr H complains Haven Insurance Company Limited unfairly declined his motor insurance claim. Mr H’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr H’s own. What happened In May 2023 Mr H took out a ... (5 pages)View decision -
Decision Reference DRN-4901718
22 Aug 2024 Vitality Health Limited UpheldInsuranceDRN-4901718 The complaint Mr and Mrs C are unhappy with the service Vitality Health Limited (Vitality) provided when requesting changes on their private medical insurance policy. What happened Mr and Mrs C have a private medical insurance policy which they renewed in March 2023. Vitalit... (3 pages)View decision -
Decision Reference DRN-4953789
22 Aug 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4953789 Complaint Mr P complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In December 2019, SMF pro... (3 pages)View decision -
Decision Reference DRN-4853965
22 Aug 2024 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-4853965 The complaint Mrs S, and the estate of Mr S, complain about the whole of life plan Mr and Mrs S started with St James’s Place Wealth Management Plc (‘SJP’). Mrs S says that she wanted to surrender the policy and receive the current value of it herself. But she cannot do this... (3 pages)View decision -
Decision Reference DRN-4935744
21 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4935744 The complaint Mr J complains esure Insurance Limited (esure) unfairly handled his claim on his motor insurance policy and that there were issues with the repairs completed. There are several parties and representatives of esure involved throughout the complaint but for the ... (4 pages)View decision -
Decision Reference DRN-4850840
21 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4850840 The complaint Mr G is unhappy about Santander UK Plc’s handling of his bank account switch. Mr G had to spend a lot of time sorting out issues with his direct debits as Santander didn’t set them up. What happened Mr G used the switch service to move his account to Santander... (3 pages)View decision -
Decision Reference DRN-4887854
21 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4887854 The complaint Mrs D and Mrs E have complained about Accredited Insurance (Europe) Ltd’s handling of an escape of water claim made under their buildings insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision
