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 367300 results
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Decision Reference DRN-4655227
1 Mar 2024 Insure & Go Insurance Services Ltd Not upheldInsuranceDRN-4655227 The complaint Mr M has complained that Insure & Go Insurance Services Ltd made an error with the sale of a travel insurance policy, resulting in a lack of cover. What happened Mr M had an existing annual travel policy that included winter sports cover. In December 2022 he r... (2 pages)View decision -
Decision Reference DRN-4395886
1 Mar 2024 Raylo Group Limited Not upheldConsumer CreditDRN-4395886 The complaint Mr C complains about a settlement figure given to him by Raylo Group Limited, when he wanted to end a hire agreement. What happened In January 2022, Mr C entered into a hire agreement with Raylo, so he could use a brand new mobile telephone device. Under the agree... (3 pages)View decision -
Decision Reference DRN-3397195
1 Mar 2024 Hargreaves Lansdown Advisory Services Limited Not upheldInvestmentsDRN-3397195 The complaint Mrs and Mr C say Hargreaves Lansdown Advisory Service Limited (HLAS) made an unsuitable recommendation to invest in the Woodford Income Focus Fund (WIFF). What happened In May 2018, Mrs and Mr C sought one-off advice from HLAS about Mr C’s HL Vantage SIPP (valued ... (6 pages)View decision -
Decision Reference DRN-4656069
1 Mar 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4656069 The complaint Mr H is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened I set out the background to Mr H’s complaint in the provisional decision I issued on 22 January 2024, but I’l... (6 pages)View decision -
Decision Reference DRN-4623302
1 Mar 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4623302 The complaint Miss V complains about BUPA Insurance Limited’s decision to decline payment of some of her private medical insurance costs. What happened Both sides are familiar with the background to this complaint so I will only summarise what happened below. Miss V has access ... (3 pages)View decision -
Decision Reference DRN-4656418
1 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4656418 The complaint Mr S complains that Santander UK Plc (“Santander”) unfairly declined his claim under the Consumer Credit Act 1974 (“CCA”) in relation to the purchase of a timeshare product he paid for using his credit card. What happened In or around June 2016, Mr S agreed to pur... (4 pages)View decision -
Decision Reference DRN-4436820
1 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4436820 The complaint Mr B complains about the way in which TSB Bank plc (“TSB”) handled his disputed transaction claim. What happened Mr B purchased an aquarium from a merchant and entered into a finance agreement with DivideBuy (“DB”). The loan repayments were made from Mr B’s TSB ac... (2 pages)View decision -
Decision Reference DRN-4473748
1 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4473748 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) took too long to locate his missing funds and return them to him. He wants compensation to reflect the distress and inconvenience caused. What happened In early May 2023 Mr B made an internation... (2 pages)View decision -
Decision Reference DRN-4656367
1 Mar 2024 Financial Administration Services Limited UpheldInvestmentsDRN-4656367 The complaint Miss F has complained about Financial Administration Services Limited (Fidelity). She said she was unable to transfer money from her investment account held with Fidelity to a bank account with a third party. She said Fidelity caused a lengthy delay and this has c... (7 pages)View decision -
Decision Reference DRN-4278822
1 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4278822 The complaint Mr P complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr P is represented by solicitors in this complaint. What happened Mr P’s representative says that in October 2021, an individual who ... (3 pages)View decision
