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-4655457
1 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4655457 The complaint Mr G is unhappy Santander UK Plc (“Santander”) hasn’t reimbursed him after he transferred money to pay for a holiday home rental that turned out to be a scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much de... (5 pages)View decision -
Decision Reference DRN-4656617
1 Mar 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4656617 The complaint Mr M and Miss T have complained that Great Lakes Insurance UK Limited (‘Great Lakes’) has unfairly declined their claim. All reference to Great Lakes includes any agents acting on its behalf. What happened Mr M and Miss T bought a single trip travel insurance poli... (2 pages)View decision -
Decision Reference DRN-4545457
1 Mar 2024 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-4545457 The complaint Mr O, who is represented by a professional representative (“PR”) complains that Hitachi Capital (UK) Plc (“Hitachi”) rejected his claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. The product was purchased by Mr O and his partner, ... (5 pages)View decision -
Decision Reference DRN-4566279
1 Mar 2024 IronMarket Ltd UpheldPensions and AnnuitiesDRN-4566279 The complaint Mrs C complains that IronMarket Ltd trading as IronMarket Group, provided her with poor advice to transfer her personal pension to a Self-Invested Personal Pension (SIPP). What happened Mrs C had transferred her previous pension arrangement to a SIPP in 2016. So s... (8 pages)View decision -
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
