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-4513386
6 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4513386 The complaint Miss B complained about payments she made from her account with National Westminster Bank Plc (NatWest). She said she made payments to her partner, but he didn’t receive the money. Miss B believes NatWest made an error and wants a refund... (3 pages)View decision -
Decision Reference DRN-4604297
6 Feb 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4604297 The complaint Miss M complains that Blue Motor Finance Ltd (Blue Motor) irresponsibly granted her a hire purchase agreement that she couldn’t afford to repay. What happened My initial conclusions were set out in my provisional decision issued on 24 January 2024. In my provision... (5 pages)View decision -
Decision Reference DRN-3978604
6 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3978604 The complaint A company, which I’ll refer to as H, complains that HSBC UK Bank Plc unfairly declined its applications for borrowing under the Recovery Loan Scheme (RLS). What happened In April 2021, H applied to HSBC for a loan under the RLS, which is a government-backed scheme... (2 pages)View decision -
Decision Reference DRN-4603088
6 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4603088 The complaint Mr L complains U K Insurance Limited (“UKI”) hasn’t dealt with a claim against his contents insurance policy fairly. What happened Mr L had contents insurance with UKI. In 2017 he reported two burglaries. Dissatisfied with the way UKI was dealing with his claim(s)... (3 pages)View decision -
Decision Reference DRN-4604518
6 Feb 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4604518 The complaint Mr G complains about the service he’s received from Domestic & General Plc (D&G) after making a claim under his appliance insurance policy. What happened Mr G took out an insurance policy for his washing machine underwritten by D&G. A claim was made as... (3 pages)View decision -
Decision Reference DRN-4588129
6 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4588129 The complaint Mr and Mrs F complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) were unfair in how it settled their claim following a theft under their home insurance policy. What happened Mr and Mrs F made a claim following a theft. However, they were unhappy as t... (2 pages)View decision -
Decision Reference DRN-4452321
6 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4452321 The complaint Mr N says Barclays Bank UK PLC (Barclays) were unreasonable to default his account and report the default to his credit file. He also says that they didn’t properly consider whether a payment plan was affordable for him, that he received poor service, and that Bar... (2 pages)View decision -
Decision Reference DRN-4528489
6 Feb 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4528489 The complaint Mr D complains Mitsubishi HC Capital UK Plc trading as Novuna, haven’t fairly considered his claim under section 75 of The Consumer Credit Act 1974 (‘section 75’) in respect of windows and doors. Mitsubishi HC Capital UK Plc trading as N... (4 pages)View decision -
Decision Reference DRN-4595986
6 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4595986 The complaint Mrs and Mr B complain that HSBC UK Bank Plc are not resolving their problems with their verification process declining online purchases. What happened Mr B says that due to his disabilities, as he is virtually bedbound, has limited mobility and he requires assista... (6 pages)View decision -
Decision Reference DRN-4601792
6 Feb 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4601792 The complaint Mr S is a sole trader. He complains that Watford Insurance Company Europe Limited (Watford) undervalued his van when he claimed on his commercial vehicle insurance policy. What happened Mr S took out a commercial vehicle insurance policy for his van. Following an ... (3 pages)View decision
