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 360982 results
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Decision Reference DRN-4545457
1 Mar 2024 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-4545457 The complaint Mr O, who is represented by a professional representative (“PR”) complains that Hitachi Capital (UK) Plc (“Hitachi”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. The product was purchased by Mr O and his partner, ... (5 pages)View decision -
Decision Reference DRN-4566279
1 Mar 2024 IronMarket Ltd UpheldPensions and AnnuitiesDRN-4566279 The complaint Mrs C complains that IronMarket Ltd trading as IronMarket Group, provided her with poor advice to transfer her personal pension to a Self-Invested Personal Pension (SIPP). What happened Mrs C had transferred her previous pension arrangement to a SIPP in 2016. So s... (8 pages)View decision -
Decision Reference DRN-4655227
1 Mar 2024 Insure & Go Insurance Services Ltd Not upheldInsuranceDRN-4655227 The complaint Mr M has complained that Insure & Go Insurance Services Ltd made an error with the sale of a travel insurance policy, resulting in a lack of cover. What happened Mr M had an existing annual travel policy that included winter sports cover. In December 2022 he r... (2 pages)View decision -
Decision Reference DRN-4395886
1 Mar 2024 Raylo Group Limited Not upheldConsumer CreditDRN-4395886 The complaint Mr C complains about a settlement figure given to him by Raylo Group Limited, when he wanted to end a hire agreement. What happened In January 2022, Mr C entered into a hire agreement with Raylo, so he could use a brand new mobile telephone device. Under the agree... (3 pages)View decision -
Decision Reference DRN-3397195
1 Mar 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-3397195 The complaint Mrs and Mr C say Hargreaves Lansdown Advisory Service Limited (HLAS) made an unsuitable recommendation to invest in the Woodford Income Focus Fund (WIFF). What happened In May 2018, Mrs and Mr C sought one-off advice from HLAS about Mr C’s HL Vantage SIPP (valued ... (6 pages)View decision -
Decision Reference DRN-4656069
1 Mar 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4656069 The complaint Mr H is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened I set out the background to Mr H’s complaint in the provisional decision I issued on 22 January 2024, but I’l... (6 pages)View decision -
Decision Reference DRN-4623302
1 Mar 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4623302 The complaint Miss V complains about BUPA Insurance Limited’s decision to decline payment of some of her private medical insurance costs. What happened Both sides are familiar with the background to this complaint so I will only summarise what happened below. Miss V has access ... (3 pages)View decision -
Decision Reference DRN-4656418
1 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4656418 The complaint Mr S complains that Santander UK Plc (“Santander”) unfairly declined his claim under the Consumer Credit Act 1974 (“CCA”) in relation to the purchase of a timeshare product he paid for using his credit card. What happened In or around June 2016, Mr S agreed to pur... (4 pages)View decision -
Decision Reference DRN-4436820
1 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4436820 The complaint Mr B complains about the way in which TSB Bank plc (“TSB”) handled his disputed transaction claim. What happened Mr B purchased an aquarium from a merchant and entered into a finance agreement with DivideBuy (“DB”). The loan repayments were made from Mr B’s TSB ac... (2 pages)View decision -
Decision Reference DRN-4473748
1 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4473748 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) took too long to locate his missing funds and return them to him. He wants compensation to reflect the distress and inconvenience caused. What happened In early May 2023 Mr B made an internation... (2 pages)View decision
