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 367300 results
-
Decision Reference DRN-4767448
17 May 2024 Castle Financial & Mortgage Services UpheldInsuranceDRN-4767448 The complaint Ms B has complained about advice she received from Castle Financial & Mortgage Services (“Castle”). What happened Ms B says that she contacted Castle in 2022 to enquire what the best policy for her would be – her priority was family protection if she were to p... (3 pages)View decision -
Decision Reference DRN-4664421
17 May 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4664421 The complaint Mr R has complained about the service he’s received from Quilter Financial Services Ltd after he’d contacted it to help him buy a guaranteed fixed term annuity. Quilter assessed the prospect as being unsuitable for him, and because the annuity wasn’t arranged, Mr ... (6 pages)View decision -
Decision Reference DRN-4797239
17 May 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4797239 The complaint Mrs K complains that Zurich Assurance Ltd terminated benefit for an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (3 pages)View decision -
Decision Reference DRN-4765720
17 May 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4765720 The complaint Mr J has complained that HSBC Bank UK plc (“HSBC”) gave him a loan he couldn’t afford to repay. What happened HSBC advanced Mr J a 60-month loan for £4,480 on 5 September 2013. The monthly repayments were £115.68. Mr J had had some difficulties repaying the loan a... (4 pages)View decision -
Decision Reference DRN-4791842
17 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4791842 The complaint Miss P complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved three loans within a short period of time. What happened In April 2022 Miss P applied for a loan of £10,000 with Updraft for debt consolidation purposes. In the application,... (3 pages)View decision -
Decision Reference DRN-4749325
17 May 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4749325 The complaint Miss W complains of a number of issues she’s had with Secure Trust Bank Plc trading as Moneyway. What happened In December 2018, Miss W applied for and received a hire purchase agreement with Moneyway to finance a car purchase. Date Amount of credit Term Monthly r... (4 pages)View decision -
Decision Reference DRN-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-4801058
17 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4801058 The complaint Mr S complains that Santander UK Plc recorded missed payments on his account even though he was making the payments agreed under his repayment plan and that it hasn’t provided the service and support it should have. Mr S wants an apology for the events that have a... (3 pages)View decision -
Decision Reference DRN-4518508
17 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4518508 The complaint Ms B complains Liverpool Victoria Insurance Company Limited [“LV”] has unfairly declined a claim she’s made on her buildings insurance policy following subsidence at a property she owns. What happened Ms B is represented by a third party in bringing this claim. Re... (3 pages)View decision -
Decision Reference DRN-4777615
17 May 2024 Wakam UpheldInsuranceDRN-4777615 The complaint Mr E complains about how Wakam dealt with a claim he made on his car insurance policy after he was involved in an accident. What happened Mr E has a car insurance policy with Wakam. Unfortunately, in January 2023 Mr E was involved in an accident so... (3 pages)View decision
