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-4895236
5 Dec 2024 Affinity Insurance Solutions Limited Not upheldInsuranceDRN-4895236 The complaint Mr S complains Affinity Insurance Solutions Limited (trading as Co-op) provided poor customer service for his home insurance renewal. What happened Mr S’ home insurance was arranged by Affinity. It was due for renewal on 1 September 2023. On 4 August 2023 Mr S... (2 pages)View decision -
Decision Reference DRN-5191717
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5191717 The complaint Mr T, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr T took out a credit card in June 2021. He was given a £1,000 limit that was increased to £1,500 in November 2021. Mr T says his financial position was such tha... (2 pages)View decision -
Decision Reference DRN-4681452
5 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4681452 The complaint Ms W complains that Bank of Scotland plc trading as Halifax hasn’t provided her with appropriate assistance while she is experiencing financial difficulty. What happened Ms W’s previous fixed rate expired around January/February 2023, and she asked Halifax if s... (5 pages)View decision -
Decision Reference DRN-5065492
5 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5065492 The complaint Mr A complains about how Advantage Insurance Company Limited (Advantage) recorded a claim under his home insurance policy for damage to his property from a leak. Reference to Advantage in this decision includes their agents. What happened Mr A took out a home... (4 pages)View decision -
Decision Reference DRN-5190982
5 Dec 2024 Gain Credit LLC UpheldConsumer CreditDRN-5190982 The complaint Mr B complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) should’ve carried out more detailed affordability checks before it lent to him. What happened A summary of Mr B’s borrowing can be found in the table belo... (5 pages)View decision -
Decision Reference DRN-5074948
5 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5074948 The complaint Mrs D complains about the actions of HSBC UK Bank Plc when she lost money to a 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. Mrs D met someon... (6 pages)View decision -
Decision Reference DRN-4757738
5 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4757738 The complaint Miss G complains that the car she acquired through Moneybarn No. 1 Limited (“Moneybarn”) wasn’t of satisfactory quality. She wants Moneybarn to cancel her agreement, collect the car and compensate her for the troubles she’s experienced. What happened Miss G ent... (4 pages)View decision -
Decision Reference DRN-5114323
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5114323 The complaint Mr L and Mrs L say an agent instructed by Admiral Insurance Company (Gibraltar) limited damaged their car after they made a complaint on their motor insurance policy. What happened Mr L and Mrs L’s car had a damaged window. It was collected by a recovery agent... (2 pages)View decision -
Decision Reference DRN-4783453
5 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4783453 The complaint Mr H and Mrs P complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr H and Mrs P say they invested in a company I’ll refer to as R. Mr H and Mrs P say R were offering shares as part of a publ... (2 pages)View decision -
Decision Reference DRN-4929394
5 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4929394 The complaint Mr D has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In February 2023 Mr D entered into a two-year fixed sum loan agreemen... (4 pages)View decision
