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 344609 results
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Decision Reference DRN-4967448
15 Aug 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4967448 The complaint Miss A and Mr H complain that AA Underwriting Insurance Company Limited (AA) have unnecessarily delayed their subsidence claim, causing further damage to the property. Reference to AA includes its agents. And I will refer mainly to Mr H throughout this complai... (4 pages)View decision -
Decision Reference DRN-4967799
15 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4967799 The complaint Mr L has complained to us about a hire agreement with Mitsubishi HC Capital UK Plc (previously known as Hitachi Capital UK Plc), trading as Novuna Personal Finance (“Novuna”). What happened In 2019 Mr L acquired a car using an agreement provided by Novuna. On 7... (4 pages)View decision -
Decision Reference DRN-4955269
15 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4955269 The complaint Mrs C has complained, via her legal representatives, that Nationwide Building Society won’t refund money she lost as the result of an Authorised Push Payment (APP) scam. What happened The background to this complaint and my initial conclusions were set out in ... (6 pages)View decision -
Decision Reference DRN-4679209
15 Aug 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4679209 The complaint Mr H complains on behalf of his daughter (Miss H) that Hargreaves Lansdown Asset Management Limited (HL) inappropriately switched her cash child trust fund (CTF) into an unsuitable investment in a junior stocks and shares ISA (JISA). Mr H went on to say that he... (8 pages)View decision -
Decision Reference DRN-4695340
15 Aug 2024 Argos Limited Not upheldConsumer CreditDRN-4695340 The complaint Mr R complains that Argos Limited, trading as Argos Financial Services (“Argos”) didn’t amend the direct debit date on one of his plans and misadvised him that payments would be taken automatically using his new bank details. What happened In August 2023 Mr R c... (2 pages)View decision -
Decision Reference DRN-4717662
15 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4717662 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) failed to assist him properly in dealing with his credit card account. What happened Mr H opened a credit card account with Barclaycard in 2012. The account was used solely by his e... (2 pages)View decision -
Decision Reference DRN-4917934
15 Aug 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4917934 The complaint Miss C and Mr C have complained about the decision by Accredited Insurance (Europe) Ltd to void (cancel from the start) their home insurance policy. What happened Miss C and Mr C took out a home insurance policy with Accredited through a price comparison websi... (3 pages)View decision -
Decision Reference DRN-4816712
15 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4816712 The complaint Ms B complains that Santander UK Plc blocked her account unnecessarily and delayed in allowing her access to it. What happened Ms B had a cash ISA with Santander. She has explained that she had agreed with a family member, who has a background in finance, that ... (2 pages)View decision -
Decision Reference DRN-4883562
15 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4883562 The complaint Mr S complains Ageas Insurance Limited settlement of his motor insurance claim is too low. What happened Mr S’ car was stolen. His motor insurer, Ageas offered a cash settlement based on a market value of £5,303. Mr S wasn’t happy with that. He provided some ... (2 pages)View decision -
Decision Reference DRN-4907821
15 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4907821 The complaint The trustees of a trust, which I will refer to as T, complain that Lloyds Bank Plc wrongly closed the trust’s bank account. What happened The trustees told us: They opened the trust’s bank account with Lloyds in 2014, and transferred part of the proceeds of... (4 pages)View decision