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 367928 results
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Decision Reference DRN-4988264
25 Mar 2025 Drive Motor Retail Limited Not upheldConsumer CreditDRN-4988264 The complaint Mr P complains that he was mis-sold a conditional sale agreement for a vehicle with Drive Motor Retail Limited trading as Drive Vauxhall Bristol (“Drive Vauxhall”). What happened In March 2021 Mr P acquired a car via a finance agreement arranged by Drive Vauxha... (2 pages)View decision -
Decision Reference DRN-5425288
25 Mar 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5425288 The complaint Mr W complains that Great Lakes Insurance SE (Great Lakes) declined claims he made under his furniture warranty. Where I’ve referred to Great Lakes, this also includes reference to agents acting on their behalf. What happened Mr W purchased furniture and alon... (3 pages)View decision -
Decision Reference DRN-4855715
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4855715 The complaint Miss J complains that Barclays Bank UK PLC won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. Miss J brings her complaint with the assistance of professional representation, but for readability, in what follow... (2 pages)View decision -
Decision Reference DRN-5321217
25 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5321217 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) were unreasonable when they gave him a warning about the comments he had made when speaking to a bank employee. Mr M is concerned that this will affect his credit file. What happened Mr M called Lloyds in late Octo... (3 pages)View decision -
Decision Reference DRN-5413628
25 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413628 The complaint Miss M complains about the way British Gas Insurance Limited dealt with repairs to a boiler carried out under a Homecare insurance policy. What happened Miss M took out a Homecare policy to provide breakdown cover for the central heating at a property she let t... (3 pages)View decision -
Decision Reference DRN-5250255
25 Mar 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5250255 The complaint Mr T complains, via his professional representatives, about the advice Harbour Rock Capital Limited gave concerning the transfer of benefits from one of his defined-benefit (‘DB’) occupational pension schemes to a self-invested personal pension (SIPP). He says ... (9 pages)View decision -
Decision Reference DRN-5012210
25 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5012210 The complaint Mrs E entered into a fixed sum loan agreement with a predecessor company of Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) to finance works to her property. She complains that the work wasn’t of satisfactory quality. What happened Mrs ... (4 pages)View decision -
Decision Reference DRN-4990843
25 Mar 2025 Atomos Financial Planning Limited UpheldInvestmentsDRN-4990843 The complaint The estate of Mr C (‘the estate’) complains the late Mr C was given unsuitable advice by Atomos Financial Planning Limited (‘Atomos’) to take out an immediate needs annuity to pay for care costs. What happened Mr C was given joint advice with his late wife, Mr... (8 pages)View decision -
Decision Reference DRN-5353310
25 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5353310 The complaint Ms S complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on her motor insurance policy following the theft of her car. What happened Ms S’s car was stolen, and she reported this to Admiral and the police. She said Admiral told her th... (3 pages)View decision -
Decision Reference DRN-4923337
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4923337 Complaint Mr A complained that Bank of Scotland (trading as Halifax) failed to prevent him from falling victim to an investment scam. He also complained about the way the bank handled things after he reported the scam. Background In early 2024, Mr A was contacted on a social... (3 pages)View decision
