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 370903 results
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Decision Reference DRN-4745337
30 Aug 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4745337 The complaint Mr and Mrs H’s complaint is about their mortgage account held with Barclays Bank UK PLC. They are unhappy that Barclays made errors in the allocation of overpayments when a remortgage was taking place. What happened I do not need to set out the full background... (3 pages)View decision -
Decision Reference DRN-4927888
30 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4927888 The complaint Mr I and Miss P complain about the settlement offered by Admiral Insurance (Gibraltar) Limited in response to their claim for a lost ring. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. M... (3 pages)View decision -
Decision Reference DRN-4589466
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4589466 The complaint Mr J complains that Santander UK Plc won’t refund him his money for a training course. What happened In October 2023 Mr J used his Santander credit card to pay over £1000 for an online trading course. He says he was persuaded into it and suffers from... (4 pages)View decision -
Decision Reference DRN-4973527
30 Aug 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4973527 The complaint Ms W is unhappy with American Express Services Europe Limited’s (AESEL) response to a claim she made under s.75 Consumer Credit Act 1974 (“s.75”) What happened In June 2022 Ms W bought an item of furniture online from a supplier I’ll call V. The item cost £349.... (5 pages)View decision -
Decision Reference DRN-4993774
30 Aug 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4993774 The complaint Miss M complains about how MBNA Limited handled a claim she 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. Miss M is unhappy with a hotel b... (5 pages)View decision -
Decision Reference DRN-4852265
30 Aug 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4852265 The complaint Mr R is unhappy that MotoNovo Finance Limited provided misleading information in relation to a car supplied to him under a hire purchase agreement. What happened In February 2020, Mr R was supplied with a used car through a hire purchase agreement with MotoNov... (4 pages)View decision -
Decision Reference DRN-4993993
30 Aug 2024 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-4993993 The complaint Miss P complained about the transfer of a Self Invested Personal Pension (“SIPP”) she held with Liverpool Victoria Financial Services Limited, to a small self-administered scheme (“SSAS”). The transfer went ahead in January 2015 and I’ll mainly refer to the bus... (16 pages)View decision -
Decision Reference DRN-4559311
30 Aug 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4559311 The complaint Mrs A complains that Wise Payments Limited (“Wise”) won’t refund the money she lost in a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Mrs A noticed on a social media platform an adver... (4 pages)View decision -
Decision Reference DRN-4841799
30 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4841799 The complaint Mrs B is unhappy with how Admiral Insurance (Gibraltar) Limited handled her car insurance claim. She is also unhappy with additional damage caused to her car before it was repaired. What happened Mrs B took out a car insurance policy with Admiral which started ... (3 pages)View decision -
Decision Reference DRN-4777738
30 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4777738 The complaint Mr S complains that Hargreaves Asset Management Limited (HAML) failed to warn him about the consequences of the change in strategy for the Woodford Equity Income Fund (WEIF) whereby more of the fund was invested in unquoted stock and continued to be positive ab... (11 pages)View decision
