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-5085539
21 Nov 2024 One Insurance Limited UpheldInsuranceDRN-5085539 The complaint Mr D is unhappy with the delay in his vehicle being repaired by One Insurance Limited (One Insurance) under his motor insurance policy. What happened In November 2023 Mr D was unfortunately involved in an accident and so reported a claim to his motor insurer On... (3 pages)View decision -
Decision Reference DRN-5148360
21 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5148360 The complaint A limited company, which I’ll refer to as D, complains that HSBC UK Bank Plc failed to release a debenture after it repaid its Coronavirus Business Interruption Loan (“CBIL”). D also complains that HSBC mis-sold it the CBIL in the first place. D is represented ... (4 pages)View decision -
Decision Reference DRN-4904015
21 Nov 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4904015 The complaint Mr M is unhappy with the decision made by Zurich Insurance Plc (Zurich) following a claim attempted under the specified item cover of his home insurance policy. Mr M is being represented by a third party in bringing his complaint to this Service. For ease of r... (4 pages)View decision -
Decision Reference DRN-4964527
21 Nov 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4964527 The complaint Mr A complains that Trading 212 UK Limited (‘T212’) caused him financial loss when its platform showed conflicting values when Mr A was making decisions about closing his CFD positions. What happened Mr A has a CFD trading account with T212. When closing what ... (4 pages)View decision -
Decision Reference DRN-4511078
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4511078 The complaint Mr and Mrs W complain that HSBC UK Bank Plc, trading as First Direct, didn’t transfer their direct debit properly as part of their current account switch. What happened Mr and Mrs W had an account with bank A and chose to switch this to a First Direct bank acc... (2 pages)View decision -
Decision Reference DRN-4623748
21 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4623748 The complaint Miss T complains that Revolut Ltd didn’t do enough to prevent her losing money to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (12 pages)View decision -
Decision Reference DRN-5136874
21 Nov 2024 Equifax Limited Not upheldConsumer CreditDRN-5136874 The complaint Mr Z complains that a third party’s information was recorded on his Equifax Limited credit file. What happened Mr Z has explained he’s had difficulty obtaining credit over recent years but was unclear why. In June 2024 Mr Z checked his credit file with Equifax... (2 pages)View decision -
Decision Reference DRN-4886262
21 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4886262 The complaint Miss A complains about a car supplied under a conditional sale agreement with Moneybarn No. 1 Limited. What happened Around May 2023 Miss A acquired a used car using a conditional sale agreement with Moneybarn. The car was just over seven years old, had covere... (5 pages)View decision -
Decision Reference DRN-5155631
21 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5155631 The complaint Mr S has complained because he feels Aviva Life & Pensions UK Limited mismanaged his pension and the underlying investments. What happened Mr S has a Group Personal Pension Plan which was set up by his employer. The plan started on 1 October 2016. It was d... (7 pages)View decision -
Decision Reference DRN-5153884
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5153884 The complaint Miss B complains about Clydesdale Bank Plc trading as Virgin Money (Virgin) as she could not access their app on a number of occasions. This caused inconvenience and wasted time, and overdraft fees. What happened In April 2024, Miss B found herself unable to a... (3 pages)View decision
