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 360982 results
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Decision Reference DRN-5146093
9 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5146093 The complaint Mrs K complains that the terms and conditions which Bank of Scotland plc trading as Halifax sent to her with her new card weren’t in large print. What happened Mrs K holds an account with Halifax. In July 2024 she lost her bank card, and a replacement card was ... (4 pages)View decision -
Decision Reference DRN-5152423
9 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5152423 The complaint Mr G is unhappy with the service provided by British Gas Insurance Limited in relation to her central heating insurance policy. The parties will see that I’ve changed the ‘respondent’ from British Gas Services Limited to British Gas Insurance Limited. This is b... (4 pages)View decision -
Decision Reference DRN-5122978
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5122978 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs R is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well known to the ... (10 pages)View decision -
Decision Reference DRN-5022397
9 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5022397 The complaint Mr M is unhappy with how NewDay Ltd trading as Marbles have handled a number of chargeback claims on his account. He’s also raised concerns with a number of service issues. What happened Mr M holds a Marbles branded credit card with NewDay. In December 2023 Mr... (4 pages)View decision -
Decision Reference DRN-5193763
9 Dec 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5193763 The complaint This complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a legal expenses claim made by Mr N. Mrs S is executor of the estate of her late father Mr N and has brought the complaint on behalf of the estate. What happened In 2017, Mr N... (5 pages)View decision -
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
