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 365360 results
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Decision Reference DRN-4769984
31 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4769984 The complaint Mr B has complained that Capital One (Europe) plc has failed to refund him for payments he made to a third party merchant. What happened Mr B used his Capital One card to partially pay a third party for works to his downstairs bathroom, including tiling. He’s e... (2 pages)View decision -
Decision Reference DRN-5274923
31 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5274923 The complaint Mr B has complained through a representative about a hire-purchase agreement which BMW Financial Services (GB) Limited trading as BMW Financial Services (“BMW”) provided him. Mr B says BMW didn’t complete sufficient affordability checks before providing the fin... (5 pages)View decision -
Decision Reference DRN-5207225
31 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5207225 The complaint Mr R complains that Liverpool Victoria Insurance Company Limited (“LV”) added his details to the Insurance Fraud Register after he asked it to review his NCD entitlement on his car insurance policy. What happened Mr R held car insurance provided by LV. His pol... (3 pages)View decision -
Decision Reference DRN-5243120
31 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5243120 The complaint The estate of the late Mr R had representation for this complaint. The representative (“the rep”) complained about delays caused by Ageas Insurance Limited (“Ageas”) under the estate’s home insurance claim and for an unfair settlement being offered on the claim... (3 pages)View decision -
Decision Reference DRN-4582055
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4582055 The complaint Mrs S is unhappy that Santander UK Plc won’t reimburse money she lost to a scam. What happened Mrs S was contacted by a company offering her work carrying out “app [application] optimisation”. While doing the work she was offered “super orders”, but these order... (4 pages)View decision -
Decision Reference DRN-5104035
31 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5104035 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the money he lost when he fell victim to a scam. What happened Mr B invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in August 2019. Mr B’s unders... (7 pages)View decision -
Decision Reference DRN-5299246
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299246 The complaint Mr B complains HSBC UK Bank Plc (“HSBC”) blocked and closed his current, credit card, and loan accounts without notice nor explanation. Mr B is unhappy HSBC demanded full payment of his overdraft and loan balances and didn’t let him agree a repayment plan. Mr B... (5 pages)View decision -
Decision Reference DRN-5141814
31 Jan 2025 Santander UK Plc Not upheldConsumer CreditDRN-5141814 The complaint Mrs H complains, through a representative that Santander UK Plc (“Santander”) gave her a loan without conducting the correct affordability checks. Had the correct checks been carried out Santander would’ve realised Mrs H had no means to repay the loan. What ha... (4 pages)View decision -
Decision Reference DRN-5299274
31 Jan 2025 Gresham Insurance Company Limited UpheldInsuranceDRN-5299274 The complaint Mr G complains about the repairs Gresham Insurance Company Limited (“Gresham”) arranged when his shower was damaged, under his home buildings insurance policy. Mr G is represented by his daughter, but I’ll refer to Mr G in my decision for ease. What happened ... (4 pages)View decision -
Decision Reference DRN-5274332
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5274332 The complaint Mrs F complains Santander UK Plc (“Santander”) made mistakes and failed to signpost her correctly when wanted to upgrade her existing ISA to one offering a better rate. What happened Following the maturity of a fixed rate ISA on 2 October 2024 Mrs F transferred... (3 pages)View decision
