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 362195 results
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Decision Reference DRN-5101566
21 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5101566 The complaint Mr W complains that British Gas Insurance Limited provided a poor standard of service when he made a claim for a leaking gas pipe and placed his new pipe in an unsafe area. What happened Mr W held an insurance policy with British Gas to cover his central heati... (2 pages)View decision -
Decision Reference DRN-5094764
21 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5094764 The complaint Ms M complained about the quality of a used car she acquired under a hire purchase agreement with Startline Motor Finance Limited trading as Startline (‘Startline’). When I refer to what Ms M and Startline have said or done, it should also be taken to include ... (7 pages)View decision -
Decision Reference DRN-4675712
21 Nov 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4675712 The complaint Mr B complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), did not uphold his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to his purchase of bedroom furniture and two kitchen u... (4 pages)View decision -
Decision Reference DRN-4985692
21 Nov 2024 Contis Financial Services Limited Not upheldBanking and PaymentsDRN-4985692 The complaint Miss W complains Contis Financial Services Limited is holding her liable for disputed transactions she didn’t carry out or authorise. What happened Miss W had an account with Contis Financial Services which it has now closed. Before that she had an account with... (2 pages)View decision -
Decision Reference DRN-5124468
21 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5124468 The complaint Mr M complains that Santander UK Plc lent to him irresponsibly when they provided him with a loan for £10,000 in 2022. He’s also unhappy with further issues that have arisen since the investigator issued their initial opinion. What happened Mr M took out a loa... (3 pages)View decision -
Decision Reference DRN-4986701
21 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4986701 The complaint Mrs H has complained Tesco Personal Finance plc, trading as Tesco Bank, did nothing to stop the use of her credit card when being used online without her authority. What happened Between October and December 2023 Mrs H’s Tesco credit card details were used to m... (2 pages)View decision -
Decision Reference DRN-4886529
21 Nov 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4886529 The complaint Mr G complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (7 pages)View decision -
Decision Reference DRN-5066141
21 Nov 2024 One Insurance Limited UpheldInsuranceDRN-5066141 The complaint Mr P is complaining One Insurance Limited (‘OIL’) avoided his van insurance policy and in turn declined a claim he’d made. Another party has acted on Mr P’s behalf in the handling of Mr P’s complaint, but for ease of reference I shall refer to anything said on ... (3 pages)View decision -
Decision Reference DRN-4646993
21 Nov 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4646993 The complaint Mr S complains that Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) gave him incorrect information when he was considering his options to return his car early. What happened In November 2018, Mr S acquired a used car using a conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN-5081094
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5081094 The complaint Mrs T has complained that HSBC UK Bank plc miscounted her cash deposit of nearly £600 when she took this to her branch. What happened Mrs T took coins and notes with her to deposit into HSBC when she visited her local branch in January 2024. She didn’t have an ... (2 pages)View decision
