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 342371 results
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Decision Reference DRN-4506655
8 Jul 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4506655 The complaint Ms L complains about Harvey & Thompson Limited trading as H & T Pawnbrokers (‘HT’) selling items she had pawned. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my in... (3 pages)View decision -
Decision Reference DRN-4497374
8 Jul 2024 IG Markets Limited Not upheldInvestmentsDRN-4497374 The complaint Mr M complains that IG Markets Limited trading as IG (‘IG’) wouldn’t allow him to withdraw his funds, closed his account and voided his trades. What happened In January 2023 Mr M opened a trading account provided by IG. In April 2023 Mr M contacted IG because trad... (4 pages)View decision -
Decision Reference DRN-4815852
8 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4815852 The complaint Ms K and Mr B complain about how West Bay Insurance Plc handled a motor insurance claim. West Bay’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being West Bay’s own. Ms K is the main policyholder... (3 pages)View decision -
Decision Reference DRN-4808302
8 Jul 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4808302 The complaint Mrs C complains The Royal Bank of Scotland Plc (RBS) caused her to lose access to her current account for two years and the interest she could have earned on her savings. She also complains of poor customer service, saying she was disrespected and bullied by staff... (3 pages)View decision -
Decision Reference DRN-4853014
8 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4853014 The complaint Miss A complains that esure Insurance Limited have provided poor service when dealing with her claim. There were long delays, a lack of communication, they sold the salvage when she wanted to buy it back and they didn’t pay the settlement agreed. What happened In ... (3 pages)View decision -
Decision Reference DRN-4768476
8 Jul 2024 QIC Europe Ltd Not upheldInsuranceDRN-4768476 The complaint Mrs T complains that QIC Europe Ltd has unfairly applied limits to the claim settlement payable under her pet insurance policy. Where I refer to QIC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The d... (4 pages)View decision -
Decision Reference DRN-4594341
8 Jul 2024 BOWER RETIREMENT LIMITED Not upheldMortgagesDRN-4594341 The complaint This complaint is brought by Mr M2 as representative of the estate of the late Mr M1. Mr M2’s complaint is that an equity release mortgage sold to Mr M1 in 2017 by Bower Retirement Limited was mis-sold. Mr M2 says that the advice to take out the mortgage was unsui... (4 pages)View decision -
Decision Reference DRN-4892875
8 Jul 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4892875 The complaint Mrs P complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as... (10 pages)View decision -
Decision Reference DRN-4866500
8 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4866500 The complaint Mrs M complains that Vanquis Bank Limited (“Vanquis”) didn’t action her request to reduce her monthly payment and change the payment date. She’s also unhappy that Vanquis wrote to her and advised her that her interest rate was increasing What happened Mrs M experi... (2 pages)View decision -
Decision Reference DRN-4716891
8 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4716891 The complaint Miss A complains that after she made a claim on her motor insurance policy, UK Insurance Limited (‘UKI’) didn’t pay her the sum due for her car after the finance on it was settled. What happened Miss A had a car on a contract hire (lease) plan. It was written-off ... (2 pages)View decision