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-4526873
28 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4526873 The complaint Mrs B complains that HSBC UK Bank Plc (trading as “First Direct”) won’t refund over £20,000 she lost to a cryptocurrency investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus o... (2 pages)View decision -
Decision Reference DRN-4564713
28 May 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4564713 The complaint Ms S complains about the information she was given when she bought a landlords’ insurance policy through Arthur J Gallagher Insurance Brokers Limited. What happened Ms S has a landlords’ insurance policy to cover a property she owns and rents out. She first bought... (4 pages)View decision -
Decision Reference DRN-4809869
28 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4809869 The complaint Mr S complains about a decision by Nationwide Building Society (“Nationwide”) to reject a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mr S bought a used car for £6,400 in May 2023. The car was already about ... (3 pages)View decision -
Decision Reference DRN-4728206
28 May 2024 Avantia Insurance Limited UpheldInsuranceDRN-4728206 The complaint Miss B has complained about the way in which Avantia Insurance Limited (’Avantia’) trading as Homeprotect continued to charge for her home insurance policy. For the avoidance of doubt, the term ‘Avantia’ also includes its agents for the purposes of this decision. ... (3 pages)View decision -
Decision Reference DRN-4816191
28 May 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4816191 The complaint Mr M has complained about a loan Creation Consumer Finance Ltd provided to him. He says he had significant credit card debt and an overdraft. Had Creation carried out enough checks it would have seen the loan was unaffordable. What happened Creation provided Mr M ... (2 pages)View decision -
Decision Reference DRN-4712678
28 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4712678 The complaint Mr P and Mrs P have complained about the settlement made by AWP P&C SA following a claim made under their travel insurance policy. They have also complained about the service they received. What happened The background to this complaint is well known to the pa... (3 pages)View decision -
Decision Reference DRN-4820387
28 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4820387 The complaint Mr C complains that AXA Insurance UK Plc declined a claim he made for damage to the roof of his leasehold property. What happened Mr C is leaseholder of a flat which he lets out to tenants. The flat is covered by a Real Estate property insurance policy, taken out ... (5 pages)View decision -
Decision Reference DRN-4299430
28 May 2024 Topaz Finance Limited UpheldMortgagesDRN-4299430 The complaint Mr F has complained about his mortgage he holds with Topaz Finance Limited trading as Heliodor Mortgages. What happened Mr F took out this mortgage in December 2005 with Northern Rock. The mortgage offer issued in October 2005 shows Mr F was borrowing £171,695 on ... (7 pages)View decision -
Decision Reference DRN-4819214
28 May 2024 Capital Com (UK) Limited UpheldInvestmentsDRN-4819214 The complaint Mr A complains that Capital Com (UK) Limited: 1. Only paid him around half what he was due when it closed out his contract for differences positions. 2. Shouldn’t have closed his positions at all because he had traded with 1:1 leverage. 3. Only paid him around hal... (4 pages)View decision -
Decision Reference DRN-4524243
28 May 2024 Openwork Limited Not upheldInvestmentsDRN-4524243 The complaint Mrs S complains about Openwork Limited (‘Openwork’). She says that the advice she was given wasn’t suitable for her. This is because the investments she has started have performed poorly and they have produced a ‘net zero’ gain. What happened Mrs S visited a build... (5 pages)View decision
