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 354447 results
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Decision Reference DRN-5210191
13 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5210191 The complaint Mr W complains that Madison CF UK Limited trading as 118 118 Money irresponsibly gave him four loans he couldn’t afford to repay. What happened Mr W took out four fixed sum loan agreements with Madison between 2017 and 2019. Loan 1 was taken out in July 2017. M... (3 pages)View decision -
Decision Reference DRN-4807065
13 Dec 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4807065 The complaint Mr G is unhappy that a car supplied to him under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway was of an unsatisfactory quality. What happened In May 2023, Mr G was supplied with a used car through a hire purchase agreement with Mone... (4 pages)View decision -
Decision Reference DRN-5161884
13 Dec 2024 Capital Professional Limited Not upheldPensions and AnnuitiesDRN-5161884 The complaint Mr B complains about the suitability of advice and the value of the service he has received regarding his pension from Capital Professional Limited trading as Ascot Lloyd. What happened The investigator in his recommendation set out the background and context t... (3 pages)View decision -
Decision Reference DRN-5171974
13 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5171974 The complaint Mr V has complained about his car insurer Zurich Insurance PLC because it declined his claim for costs incurred when his engine was damaged by water. What happened Mr V’s car’s engine was damaged by water. The car was taken to a garage. Mr V made a claim to Zu... (2 pages)View decision -
Decision Reference DRN-5165585
13 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5165585 The complaint Mr C complains that Santander UK Plc unfairly refused to allow him to port his mortgage product to a new property he intended purchasing with his fiancée. What happened Mr C had a mortgage with Santander and a mortgage product which could be ported subject to c... (4 pages)View decision -
Decision Reference DRN-5050569
13 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5050569 The complaint Mr H complains about the actions of National Westminster Bank Plc (‘NatWest’) in pursuing him personally for a debt owed by his company. Mr H is represented by his solicitors, but for ease I’ll refer to Mr H throughout. What happened Mr H told us: His limi... (4 pages)View decision -
Decision Reference DRN-5136160
13 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5136160 The complaint Miss P has complained about her home insurer U K Insurance Limited. She is not happy with how it handled a claim she made when her home was burgled. What happened There was a break in at Miss P’s home in January 2024. All her jewellery, along with watches, cas... (3 pages)View decision -
Decision Reference DRN-5148891
13 Dec 2024 Chase de Vere Independent Financial Advisers limited Not upheldPensions and AnnuitiesDRN-5148891 The complaint Mrs C’s complaint against Chase de Vere Independent Financial Advisers limited is that it misadvised her late husband to buy an annuity that didn’t provide a spouse’s pension. What happened I’ve issued two provisional decisions on this complaint. The first dat... (14 pages)View decision -
Decision Reference DRN-5076848
13 Dec 2024 St. James's Place Wealth Management Plc Not upheldInsuranceDRN-5076848 The complaint Mr G complains that St James’s Place Wealth Management Plc (‘SJP’) sold him an income protection insurance policy that wasn’t suitable for his needs. What happened In August 2013, SJP sold Mr G an income protection insurance policy with a deferred period of fou... (3 pages)View decision -
Decision Reference DRN-5127769
13 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5127769 The complaint Mr M complained that Royal & Sun Alliance Insurance Limited (“RSA”) should’ve deemed his car was beyond economic repair and provided him with a cash settlement for his car. He was unhappy with the general level of customer service and delays with RSA comple... (3 pages)View decision
