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 360264 results
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Decision Reference DRN-4459754
4 Mar 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4459754 The complaint Mr A is unhappy with the way in which Secure Trust Bank Plc trading as V12 Retail Finance responded to a breach of contract claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2022 Mr A bought a watch from W, a third p... (3 pages)View decision -
Decision Reference DRN-4599201
4 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4599201 The complaint Miss J complained that Advantage Insurance Company Limited (“Advantage”) unfairly declined her claim because her motor policy hadn’t transferred across to her new car. Miss C had representation for this complaint, but for ease and simplicity, I’ll only refer to Mi... (2 pages)View decision -
Decision Reference DRN-4196504
4 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4196504 The complaint Limited company K complains that Wise Payments Limited has not refunded the losses incurred by K due to a scam. What happened K holds a business account with Wise. In October 2022, K’s director was telephoned by someone claiming to be from the fraud team at anothe... (3 pages)View decision -
Decision Reference DRN-4387948
4 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4387948 The complaint Mr P complained that esure Insurance Limited unfairly increased the premium on his motor insurance policy. What happened Mr P said that esure had significantly increased his premium when he tried to renew his policy after having two claims, and that this was unfai... (2 pages)View decision -
Decision Reference DRN-4586567
4 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4586567 The complaint Miss G complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions she didn’t recognise. What happened What Miss G says Miss G explained that she was preparing to pay her outstanding balance on her Lloyds credit card and expected the balance to be in t... (4 pages)View decision -
Decision Reference DRN-4658893
4 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4658893 The complaint Mrs C is unhappy with the time J.P. Morgan Europe Limited trading as Chase took to verify her bank transfers. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Instead, I’ll focus on explaining what I ... (3 pages)View decision -
Decision Reference DRN-4405051
4 Mar 2024 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4405051 The complaint Mr M complains that the car he acquired through a conditional sale agreement with Hyundai Capital UK Limited (HCUK) wasn’t of satisfactory quality. What happened Mr M entered into a conditional sale agreement with HCUK in November 2021 to acquire a new car. In 202... (2 pages)View decision -
Decision Reference DRN-4616029
4 Mar 2024 Spectrum Financial Planning UpheldInvestmentsDRN-4616029 The complaint Mrs K complains that Spectrum Financial Planning (“Spectrum”) recommended an investment in a property fund that was unsuitable for her. Mrs K is represented by Mr C, who is authorised to act on her behalf. For ease of reference, I will refer to Mrs K as the one b... (12 pages)View decision -
Decision Reference DRN-4378908
4 Mar 2024 ReAssure Limited Not upheldInvestmentsDRN-4378908 The complaint Mrs M complained that ReAssure Limited (‘ReAssure’) failed to pay her adequate redress after admitting that it misinformed her about whether there would be a Market Value Reduction (MVR) on surrender of her With-Profit bond. Mrs M wants ReAssure to pay her further... (3 pages)View decision -
Decision Reference DRN-4624789
4 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4624789 The complaint Mr O complains that The Royal Bank of Scotland Plc (RBS) cancelled a direct debit by mistake, leading to additional costs and inconvenience. What happened Mr O has a bank account with RBS. After Mr O’s vehicle was written off, his insurance company increased his ... (2 pages)View decision
