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-5282515
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5282515 The complaint Mrs G complains that HSBC UK Bank Plc mis-sold her a global money account (GMA) causing her to incur costs in exchange rate conversions over many transactions. What happened In November 2022, Mrs G went into a branch of HSBC. She advised the staff that she was ... (4 pages)View decision -
Decision Reference DRN-5248112
24 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5248112 The complaint Miss C complains about how esure Insurance Limited (esure) has handled a claim on her motor insurance policy. Miss C has been largely represented by her partner in this complaint. But for ease of reference, I shall refer to anything he’s said as being said by M... (3 pages)View decision -
Decision Reference DRN-5245734
24 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5245734 The complaint Mr M complains that Tesco Personal Finance Limited, trading as Tesco Bank, attributed a payment to his non-interest bearing balance transfer rather than his interest bearing transactions. What happened Mr M has a Tesco Bank credit card. In July 2024, before his... (2 pages)View decision -
Decision Reference DRN-5237903
24 Jan 2025 One Insurance Limited Not upheldInsuranceDRN-5237903 The complaint Mrs H and Mr H complain about One Insurance Limited (One) declining to provide them with a hire car after their vehicle was involved in a collision with a vehicle from outside the UK. References to One include their agents who administer the policy and assess ... (4 pages)View decision -
Decision Reference DRN-5284008
24 Jan 2025 ReAssure Limited UpheldInvestmentsDRN-5284008 The complaint Mr and Mrs M have complained about the incorrect information they were given by ReAssure Limited (‘ReAssure’) about the transaction history of an investment bond they held which led to them incurring a tax liability. To put the matter right they would like tax ... (6 pages)View decision -
Decision Reference DRN-4976458
24 Jan 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-4976458 The complaint Mr and Mrs H complain about the way St. James's Place Wealth Management Plc (SJP) has managed their investment portfolio. They suffered losses during the period 2019 to 2023, and they believe this is a result of mismanagement of their investments. What ha... (5 pages)View decision -
Decision Reference DRN-5005725
24 Jan 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5005725 The complaint Mrs H complains that Clydesdale Bank Plc (trading as Virgin Money) caused delays during the process of obtaining a new interest rate product on her residential mortgage. She says that this has led to her incurring additional interest and payment arrears, and to... (8 pages)View decision -
Decision Reference DRN-5189177
24 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5189177 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited responded poorly to a third-party claim made against his motor insurance policy. What happened In March 2023 a third-party made a claim against Mr M’s Admiral motor insurance policy. The third party’s insure... (3 pages)View decision -
Decision Reference DRN-4960069
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4960069 The complaint Miss A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In April 2023, Miss A was contacted by someone who said they had been given her details by a recruiter and had details of a potential job for her... (4 pages)View decision -
Decision Reference DRN-5139420
24 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5139420 The complaint Miss H complains about the quality of a used car she acquired through a hire purchase agreement with Black Horse Limited (‘Black Horse’). Miss H says that the car caught fire because of a ‘black box’ that was fitted when she purchased it. She wasn’t made aware ... (4 pages)View decision
