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 365360 results
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Decision Reference DRN-4623303
15 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4623303 The complaint Mr D complains that Moneybarn No.1 Limited (Moneybarn) irresponsibly granted him a conditional sale agreement that he couldn’t afford to repay. What happened My initial conclusions were set out in my provisional decision issued on 17 January 2024. In my provisiona... (4 pages)View decision -
Decision Reference DRN-4595033
15 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4595033 The complaint Mr and Mrs D complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs D say they have a claim ... (4 pages)View decision -
Decision Reference DRN-4623366
15 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4623366 The complaint Miss R complains that HSBC UK Bank Plc (HSBC) won’t refund money she lost in an investment scam. What happened Miss R is represented by a third-party claims firm, but I will refer to Miss R as the complainant here. What Miss R says: In February 2023, Miss R met so... (9 pages)View decision -
Decision Reference DRN-4576183
15 Feb 2024 Pet Protect Ltd Not upheldInsuranceDRN-4576183 The complaint Mr F is unhappy Pet Protect Ltd didn’t renew his pet insurance policy leaving him without cover. Mrs F is representing Mr F in bringing this complaint but for ease I’ll refer in this decision to submissions being made by Mr F. What happened Mr F had pet insurance ... (4 pages)View decision -
Decision Reference DRN-4597330
15 Feb 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4597330 The complaint Mr P complains about the way Royal & Sun Alliance Insurance Limited handled a claim against his Motability car insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here in any detail. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-4490683
15 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4490683 The complaint Mrs M complains that One Insurance Limited (One Insurance) failed to provide a breakdown of the settlement payment she received following an accident she was involved in, under her motor insurance policy. This has meant she can’t claim on her gap insurance policy.... (3 pages)View decision -
Decision Reference DRN-4438921
15 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4438921 The complaint Mr R has complained that Barclays Bank UK PLC has unreasonably and unfairly refused to agree to his proposals to repay mortgage arrears. To settle the complaint, Mr R wants Barclays to offer him a new interest rate product, backdated to January 2022, and give him ... (6 pages)View decision -
Decision Reference DRN-4307146
15 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4307146 The complaint O, a limited company, complains that HSBC UK Bank Plc unfairly decided to close its account. O is represented by one of its directors, who I’ll call Mr B. What happened Mr B complained to HSBC after it decided to close his account in January 2023. He says the bank... (2 pages)View decision -
Decision Reference DRN-4389674
15 Feb 2024 Rathbones Investment Management Limited UpheldInvestmentsDRN-4389674 The complaint The estate of Mrs H complaints that Rathbones Investment Management Limited (‘Rathbones’) provided them with incorrect information about actions they could take with Mrs H’s portfolio after her death. This led to the portfolio remaining in risk bearing investments... (5 pages)View decision -
Decision Reference DRN-4534657
15 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4534657 The complaint Mr L is complaining about Moneybarn No.1 Limited. He says they shouldn’t have lent to him as the loan was unaffordable. A representative has brought the complaint on Mr L’s behalf but for ease I’ve written as if we’ve dealt directly with Mr L. What happened In Se... (3 pages)View decision
