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 365917 results
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Decision Reference DRN-5156209
9 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156209 The complaint Mrs B complains about charges Stellantis Financial Services UK Limited (‘Stellantis’), trading as Peugeot Financial Services, asked her to pay for refurbishment of a car she had been financing through an agreement with them. What happened Mrs B entered into a t... (3 pages)View decision -
Decision Reference DRN-5123727
9 Dec 2024 Gresham Insurance Company Limited UpheldInsuranceDRN-5123727 The complaint The estate of Mrs M complains about the way Gresham Insurance Company Limited handled a claim it made on its home insurance policy following a claim made following an escape of water. Mrs S is bringing the complaint on behalf of the estate as sole executor. Whe... (6 pages)View decision -
Decision Reference DRN-5067218
9 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5067218 The complaint Mrs P has complained that Barclays Bank UK PLC (“Barclays”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll sum... (4 pages)View decision -
Decision Reference DRN-5127862
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5127862 The complaint Mr A has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Mr A was asked by HSBC about a payment of £1,438.81 received into his account. He confirmed this was a payment for ... (2 pages)View decision -
Decision Reference DRN-5113367
9 Dec 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5113367 The complaint Mr J complains about the way Watford Insurance Company Europe Limited (Watford) handled a claim under his motor insurance policy. What happened The following is intended as a brief summary of events only. Mr J was involved in a car accident in July 2021 when h... (3 pages)View decision -
Decision Reference DRN-5162733
9 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5162733 The complaint Mr S and Mr S complain that The Co-operative Bank Plc declined cheque payments they tried to make. What happened On 7 October 2023 Mr S wrote a cheque from the business current account for £250,000 to pay a savings account with an interest rate of 6.2% with a ... (3 pages)View decision -
Decision Reference DRN-5090859
9 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5090859 The complaint Mr J complains that AXA Insurance UK Plc (AXA) recorded a declined claim on his home insurance policy. What happened Mr J held a home insurance policy with AXA. He noticed water ingress in his bedroom following a storm in November 2023. He commissioned a drone... (3 pages)View decision -
Decision Reference DRN-5079787
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5079787 The complaint Miss G has complained Nationwide Building Society made an error when crediting her account with cash. What happened In March Miss G went into her Nationwide branch to deposit £265. This would bring up the amount in her account to £300 which she needed for a hol... (2 pages)View decision -
Decision Reference DRN-4979803
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4979803 The complaint Mrs C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (9 pages)View decision -
Decision Reference DRN-4762001
9 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4762001 The complaint Mr R complains that Secure Trust Bank Plc (t/a Moneyway) (“STB”) continued to take payments even though his car had been collected, and it’s now holding him liable for the outstanding balance on the agreement. What happened Mr R entered into a hire purchase agr... (2 pages)View decision
