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-4536060
30 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4536060 The complaint Miss A complains that American Express Services Europe Limited (AESEL) won’t refund a payment she made using her credit card. What happened In August 2023, Miss A bought a bottle of perfume for £445 using her AESEL credit card. When it was delivered Miss A says... (2 pages)View decision -
Decision Reference DRN-4428582
30 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4428582 The complaint Mr S complains that a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) has developed multiple faults with the suspension and gearbox. What happened The background to the complaint is well known to all parties involved s... (4 pages)View decision -
Decision Reference DRN-4937310
30 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4937310 The complaint Miss P is unhappy with a car she acquired under a personal contract purchase (‘PCP’) agreement taken with MotoNovo Finance Limited. What happened Around November 2023 Miss P took a PCP agreement with Motonovo to acquire a used car. The car had covered around 8,... (6 pages)View decision -
Decision Reference DRN-4693933
30 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4693933 The complaint Ms A complains about the way Admiral Insurance (Gibraltar) Limited dealt with a claim on her motor insurance policy. What happened Ms A contacted Admiral in August 2022 after an incident with another car. She said she had clipped the other car’s wing mirror. Th... (2 pages)View decision -
Decision Reference DRN-4843422
30 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4843422 The complaint Mr and Mrs T are unhappy with the actions made by Barclays Bank UK PLC. They say they are unhappy as due to a technical error, Barclays failed to collect their mortgage payments which caused them to go into arrears. Mr and Mrs T say Barclays then reduced their ... (5 pages)View decision -
Decision Reference DRN-4831906
30 Jul 2024 Usay Business Limited Not upheldInsuranceDRN-4831906 The complaint Mr R has complained that Usay Business Limited (Usay) mis-sold a private medical insurance policy to him. What happened Mr R spoke to Usay about changing his insurer for his private medical insurance needs. Mr R has complained that Usay didn’t explain the polic... (2 pages)View decision -
Decision Reference DRN-4925001
30 Jul 2024 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-4925001 The complaint Miss M complains about the service she received from Creation Consumer Finance Ltd trading as Creation (Creation). Miss M says Creation had no consideration for her vulnerable condition. What happened In November 2022, Miss M entered into a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-4836610
30 Jul 2024 Skipton Building Society Not upheldInvestmentsDRN-4836610 The complaint Mr and Mrs N complain about advice received from Skipton Building Society when taking out investments in 2002. Mr and Mrs N are being represented in their complaint by a Claims Management Company (CMC). For ease I will refer to all actions as being those of Mr ... (3 pages)View decision -
Decision Reference DRN-4670708
30 Jul 2024 Liverpool Victoria Financial Services Limited Not upheldMortgagesDRN-4670708 The complaint Mr M has complained about delays by Liverpool Victoria Financial Services Limited (LV) and its solicitors in relation to an equity release lifetime mortgage application. Mr M says that, as a result of these delays, the mortgage offer expired. LV issued a new mo... (5 pages)View decision -
Decision Reference DRN-4661588
30 Jul 2024 HBOS Investment Fund Managers Limited Not upheldPensions and AnnuitiesDRN-4661588 The complaint Mr E complains that the income payments from his with profit annuity with HBOS Investment Managers Limited (HBOS) have declined despite only requiring a 5% annual investment return to remain level. He also says it repeatedly fails to issue P60’s and annual stat... (3 pages)View decision
