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 380824 results
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Decision Reference DRN-4743715
25 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4743715 The complaint Mr H complains that he should get his money back from Barclays Bank UK PLC (“Barclays”) following items he bought with his credit card having been stolen. What happened In February 2024, Mr H went shopping at a supermarket (“the merchant”). He made purchases wo... (2 pages)View decision -
Decision Reference DRN-5040217
25 Sep 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5040217 The complaint Mr R complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) unfairly took back a vehicle he acquired through a hire purchase agreement with them. What happened In February 2022, Mr R acquired a vehicle and paid for this using a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-4602797
25 Sep 2024 Sky UK Limited UpheldConsumer CreditDRN-4602797 The complaint Mr C complains about a fixed sum loan agreement he took out with Sky UK Limited. What happened In mid December 2022, Mr C took out a fixed sum loan agreement with Sky to get a brand new mobile telephone device. A few days later, Sky’s chosen courier delivered a... (5 pages)View decision -
Decision Reference DRN-5028159
25 Sep 2024 Arval UK Limited UpheldConsumer CreditDRN-5028159 The complaint Mr L complains that Arval UK Limited (“Arval”) has charged him for relief vehicles he booked while his vehicle wasn’t being used. What happened Mr L entered into a hire agreement with Arval in 2023 for a vehicle. He says the brake sensors stopped working, and ... (3 pages)View decision -
Decision Reference DRN-4114947
25 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4114947 The complaint The estate of Mrs J, represented by her husband Mr G, complains about the level of service provided by Hargreaves Lansdown Asset Management Limited (HL) after Mrs J’s passing. What happened Mrs J held investments with HL. She sadly passed away in May 2021 and M... (4 pages)View decision -
Decision Reference DRN-5040200
25 Sep 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5040200 The complaint Mr B complains that a car he acquired which was financed by a hire purchase agreement with CA AUTO FINANCE UK LTD (“CA Auto”) wasn’t of satisfactory quality. What happened In May 2022, Mr B entered into a hire purchase agreement with CA Auto for a car. The car... (5 pages)View decision -
Decision Reference DRN-5036698
25 Sep 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5036698 The complaint Mr W complains that St. James’s Place Wealth Management Plc trading as St. James's Place (“SJP”) has charged him ongoing advice charge (“OACs”) despite not receiving annual reviews. Mr W is being represented by a claims management company, however, for ea... (6 pages)View decision -
Decision Reference DRN-4951862
25 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4951862 The complaint Mr H is unhappy with The Co-operative Bank UK Plc’s (“Co-op”) conduct when requesting information regarding his account. What happened On 7 March 2024 Co-op carried out a review of Mr H’s account. It wrote to him to ask him for some further information relatin... (4 pages)View decision -
Decision Reference DRN-4977466
25 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4977466 The complaint Mr S complains about the service he received from UK Insurance Limited trading as Direct Line Insurance (‘UKI’) when he made a claim under his car insurance policy. What happened Mr S held car insurance through UKI. The policy booklet explained in the event of... (3 pages)View decision -
Decision Reference DRN-5011546
25 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5011546 The complaint Mr S has complained about the way in which British Gas Insurance Limited (’British Gas’) dealt with the unblocking of a drain under his home insurance policy. For the avoidance doubt, the term British Gas includes its agents and representatives for the purposes... (5 pages)View decision
