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 367300 results
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Decision Reference DRN-5342362
18 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5342362 The complaint Mrs M complains that Tesco Personal Finance Limited (“Tesco Personal Finance”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5342368
18 Mar 2025 Santander UK Plc Not upheldConsumer CreditDRN-5342368 The complaint Mrs M complains that Santander UK Plc (“Santander”) is holding her liable for the debt on a loan taken out in her name as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In bri... (2 pages)View decision -
Decision Reference DRN-5125221
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5125221 The complaint Mr and Mrs A complain about the settlement proposed by AXA Insurance UK Plc (“AXA”) following a claim they made under their home insurance policy. Any reference to AXA in this decision includes its appointed agents and representatives. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5342418
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5342418 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t protected her from losing money to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs M h... (3 pages)View decision -
Decision Reference DRN-5406487
18 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5406487 The complaint Mr M’s complaint is that Pathlines Pensions UK Limited (previously London & Colonial Services Limited) (‘Pathlines’) failed to carry out adequate due diligence on the proposed carbon credit investment for his SIPP. He says the investment was unsuitable for ... (31 pages)View decision -
Decision Reference DRN-5188335
18 Mar 2025 Vitality Life Limited UpheldInsuranceDRN-5188335 The complaint Mrs M is unhappy with how Vitality Life Limited handled her claim. What happened Mrs M has an income protection policy underwritten by Vitality. The policy will pay a benefit after a 12 month deferred period if she is unable to work due to an illness. In Septe... (4 pages)View decision -
Decision Reference DRN-5349922
18 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5349922 The complaint Mrs C complains that Covea Insurance plc have significantly increased the premium for her home insurance on renewal and delayed in sending her renewal documents. What happened Mrs C has held buildings and contents insurance with Covea for several years. On ren... (4 pages)View decision -
Decision Reference DRN-5340160
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5340160 The complaint Mr H complains that HSBC UK Bank Plc did not deal fairly with his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank trades in this case under its First Direct brand. What happened Between early May and late June 2024 made credit ca... (3 pages)View decision -
Decision Reference DRN-5119594
18 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5119594 Complaint Mrs M is unhappy that J.P. Morgan Europe Limited (trading as Chase) declined to fully reimburse her after she told it she was the victim of a scam. Background In May 2023, Mrs M received a text message that appeared to be from a bank that I'll refer to as Bank... (3 pages)View decision -
Decision Reference DRN-5232404
18 Mar 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232404 The complaint Mr W complains that a car that was supplied to him under a hire purchase agreement with Marsh Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr W under a hire purchase agreement with Marsh Finance that he electronically... (3 pages)View decision
