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 352408 results
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Decision Reference DRN-4506156
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4506156 The complaint Mr C is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined his request for a credit limit increase and refused to tell him why. What happened Mr C opened an account with NewDay in August 2022 with a credit limit of £3000. In 2023 Mr C contacte... (2 pages)View decision -
Decision Reference DRN-4667059
7 Mar 2024 Capital Com (UK) Limited UpheldInvestmentsDRN-4667059 The complaint Mr P’s complaint is about his Capital Com (UK) Limited (‘Capital’) trading account for Contracts For Differences (‘CFDs’) and Spread-betting. He says Capital is responsible for his trading losses, in what he considers to have been an inappropriate high-risk, lever... (8 pages)View decision -
Decision Reference DRN-4420978
7 Mar 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4420978 The complaint Mr D complains Ald Automotive Limited (Ald Automotive) acted unfairly when he asked for a variation to his car hire agreement What happened In October 2019, Mr D entered into a 36 month hire agreement for a new car. He paid an advance payment o... (4 pages)View decision -
Decision Reference DRN-4503912
7 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4503912 The complaint Miss F complains about the way in which Bank of Scotland plc trading as Halifax handled her DSAR request. What happened In March 2023 Miss F made a DSAR to Halifax as part of her complaint about irresponsible lending. When Miss F received the DSAR it was outside o... (2 pages)View decision -
Decision Reference DRN-4379491
7 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4379491 The complaint Mr A complains about Barclays Bank UK PLC. He says that Barclays didn’t do enough to protect him when he became the victim of a scam and would like Barclays to refund him the money he has lost. What happened In May 2021, Mr A came across an advert on YouTube for a... (3 pages)View decision -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision -
Decision Reference DRN-4603047
7 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4603047 The complaint Ms W complains about esure Insurance Limited’s valuation of her car following a claim on her car insurance policy. What happened esure made Ms W an offer to settle her claim after her car was stolen, based on a valuation of £1,112. Ms W didn’t think this represent... (2 pages)View decision -
Decision Reference DRN-4638844
7 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4638844 The complaint Mr R complains that U K Insurance Limited (“UKI”) has unfairly handled a claim under his motor insurance policy. Any reference to Mr R or UKI includes respective agents or representatives. What happened The background of this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-4503389
7 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4503389 The complaint Mr A complains about the lack of features on HSBC UK Bank Plc’s mobile app. He’s also unhappy that the bank failed to set up his direct debit instruction. What happened Mr A complains about the lack of features on the HSBC mobile app. He says it doesn’t display pe... (2 pages)View decision -
Decision Reference DRN-4649858
7 Mar 2024 Pendragon Finance and Insurance Services Limited Not upheldInsuranceDRN-4649858 The complaint Mr O complains that Pendragon Finance and Insurance Services Limited trading as Evans Halshaw (“Pendragon”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr O bought a car on finance over a four-year term. He also took out a GA... (3 pages)View decision
