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 381196 results
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Decision Reference DRN-5046926
1 Nov 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5046926 The complaint Mr M complains through a representative that Blue Motor Finance Ltd (“Blue Motor”) gave him a hire purchase agreement without carrying out a sufficient affordability and creditworthiness assessment. What happened In November 2019, Blue Motor provided Mr M with... (4 pages)View decision -
Decision Reference DRN-5023382
1 Nov 2024 Quilter Holdings Limited UpheldPensions and AnnuitiesDRN-5023382 The complaint Mr D complained Quilter Holdings Limited (Quilter) gave him unsuitable advice to invest in a Free Standing Additional Voluntary Contribution pension plan (FSAVC). He would like to be compensated for any financial loss he has suffered. Mr D is being assisted in ... (5 pages)View decision -
Decision Reference DRN-5119940
1 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5119940 The complaint Mrs M complains Startline Motor Finance Limited (Startline) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In August 2023, Mrs M entered into a 60 month hire purchase agreement for a used car. The car’s cash price was a... (6 pages)View decision -
Decision Reference DRN-4572409
1 Nov 2024 Heritage Financial Services (IW) Limited Not upheldInvestmentsDRN-4572409 The complaint Miss W complains about the advice and service she received from Heritage Financial Services (IW) Limited trading as Heritage Financial Services, referred to as ‘Heritage’. In summary, she says: She didn’t receive the service she was promised by Heritage. ... (8 pages)View decision -
Decision Reference DRN-5011659
1 Nov 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5011659 The complaint Mr E complains that a loan in his name was taken out without his permission with Madison CF UK Limited trading as 118 118 Money. What happened Mr E says he had a friend who I’ll refer to as P. Mr E has said that P had associates who Mr E was aware had been inv... (5 pages)View decision -
Decision Reference DRN-4950098
1 Nov 2024 Next Retail Limited Not upheldConsumer CreditDRN-4950098 The complaint Miss W complains that NextPay Retail Limited, trading as NextPay (“NextPay”) irresponsibly gave her a running credit account she couldn’t afford to repay. What happened In July 2022 Miss W applied for and was accepted for a credit account with NextPay. She was... (2 pages)View decision -
Decision Reference DRN-5112474
1 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5112474 The complaint Mr T complains that Lloyds Bank PLC (“Lloyds”) failed to deal with a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in a fair way. What happened I issued a provisional decision on Mr T’s complaint on 21 August 2024, in which I set out... (20 pages)View decision -
Decision Reference DRN-5090618
1 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5090618 The complaint Mr S has complained that Liverpool Victoria Insurance Company Limited trading as LV failed to automatically renew his motor policy as agreed. What happened Mr S had a policy for his car with LV which was due to renew on 28 February 2024. Mr S said he telephone... (2 pages)View decision -
Decision Reference DRN-5119642
1 Nov 2024 Chubb European Group SE Not upheldInsuranceDRN-5119642 The complaint Miss A complains that Chubb European Group SE (“CEG”) unfairly declined a claim on her motor insurance policy following the theft of her vehicle. Miss A has been represented by a solicitor. For ease, I will refer only to Miss A. What happened Miss A held a mo... (5 pages)View decision -
Decision Reference DRN-4873457
1 Nov 2024 Barclays Bank UK PLC Not upheldInvestmentsDRN-4873457 The complaint Mr E has complained that Barclays Bank UK PLC, trading as Barclays Wealth Management (‘Barclays’) are charging him for a non-existent unit trust holding and has not made reasonable adjustments accounting for his disabilities. He would like his account closed, t... (4 pages)View decision
