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 360264 results
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Decision Reference DRN-4323980
1 Feb 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4323980 The complaint Mr M complains that American Express Services Europe Limited (AESEL) didn't fairly deal with a claim he made under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and a Chargeback claim in relation to a purchase he made with a supplier. What happened M... (4 pages)View decision -
Decision Reference DRN-4586266
1 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4586266 The complaint Mrs A complains that Inter Partner Assistance SA (IPA) has turned down a cancellation claim she made on a travel insurance policy. What happened Mrs A was due to go on her holiday with her children. Unfortunately, one of her children was denied boarding at the air... (2 pages)View decision -
Decision Reference DRN-4196625
1 Feb 2024 Chase de Vere Independent Financial Advisers limited Not upheldInvestmentsDRN-4196625 The complaint The estate of Mr C complains that Chase de Vere Independent Financial Advisers Limited didn’t tell it that it would need to supply original documents. It says that the resulting delay led to a financial loss. The complaint is brought on behalf of the estate by the... (3 pages)View decision -
Decision Reference DRN-4544760
1 Feb 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4544760 The complaint Mr S has complained about his car insurer Haven Insurance Company Limited. His car was being repaired by his garage following an insured incident and Mr S believes Haven unfairly delayed payment to the garage, causing the garage to delay releasing his car to him. ... (2 pages)View decision -
Decision Reference DRN-4549176
1 Feb 2024 HSBC UK Bank Plc Not upheldInsuranceDRN-4549176 The complaint Mr C complains that the life assurance policy he was advised to start by HSBC UK Bank Plc (HSBC) was mis-sold. This was because he wasn’t informed about the consequences of the trust it was placed in. He was unaware of the ‘hassle’ he could face if he lost contact... (3 pages)View decision -
Decision Reference DRN-4508990
1 Feb 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4508990 The complaint Mr P complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. What happened Mr P was granted a running credit facility on 23 June 2021. This had a £1,480 credit limit – and it... (4 pages)View decision -
Decision Reference DRN-4558042
1 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4558042 The complaint Mr A complains about the service he received from Lloyds Bank PLC (“Lloyds”) following a block applied to his account. He says that the staff treated him unfairly during the process of having the block removed. He says the steps required to remove the block were u... (3 pages)View decision -
Decision Reference DRN-4594653
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4594653 The complaint Mrs A complains that AXA Insurance UK Plc haven’t fairly dealt with her claim for storm damage, and the settlement offered isn’t adequate to cover the repairs. What happened Mrs A held a buildings insurance policy with AXA. In February 2022 Mrs A made a claim for... (5 pages)View decision -
Decision Reference DRN-4503022
1 Feb 2024 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4503022 The complaint Ms E complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without carrying out proportionate checks. What happened A summary of Ms E’s borrowing can be found below. loan number lo... (3 pages)View decision -
Decision Reference DRN-4594454
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4594454 The complaint Miss S complains that Santander blocked her account and closed it. She would like compensation and an apology. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (4 pages)View decision
