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 128312 results
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Decision Reference DRN-5315776
13 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5315776 The complaint Miss P complains that Advantage Insurance Company Limited (“Advantage”) declined to pay her claim and cancelled her policy because she hadn’t told it about modifications to her car. What happened Miss P had a motor insurance policy with Advantage covering her c... (6 pages)View decision -
Decision Reference DRN-5329238
13 Feb 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5329238 The complaint Mr M complains about the quality of a car supplied to him by Secure Trust Bank Plc trading as Moneyway (“Moneyway”) under a hire purchase agreement (“agreement”). What happened In October 2022 Mr M entered into an agreement with Moneyway for a nine and half ye... (5 pages)View decision -
Decision Reference DRN-5073194
13 Feb 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5073194 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Marsh Finance Limited (‘Marsh’). Mr R says that the car wasn’t of reasonable quality and Marsh didn’t help him when he had problems with it. What happened Our Inv... (5 pages)View decision -
Decision Reference DRN-5108499
13 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5108499 The complaint Ms L complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and the facts are not in dispute. And so I’ll only summarise the key details of what happened.... (4 pages)View decision -
Decision Reference DRN-5242353
13 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5242353 The complaint Miss T complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) service during a claim for pest removal under her home emergency insurance policy. What happened Miss T had a home emergency insurance policy with Accredited covering her home. In Septemb... (3 pages)View decision -
Decision Reference DRN-5239857
13 Feb 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5239857 The complaint P, a limited company, complains about what Amtrust Europe Limited did after it made a claim on its legal expenses insurance policy. What happened In September 2020 P sought assistance from its legal expenses policy. It said there had been countless problems wit... (4 pages)View decision -
Decision Reference DRN-5160236
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5160236 The complaint Mr W, director of A, complains on its behalf that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost to a scam. What happened A invested £56,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2019 and 2020. Mr W, who I’ll also be referring to ... (7 pages)View decision -
Decision Reference DRN-5105410
13 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5105410 The complaint Mrs S complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) hasn’t reimbursed her in full after she fell victim to a scam. What happened Mrs S says that she saw an advert on social media about a company I’ll call N in this decision. The advert w... (7 pages)View decision -
Decision Reference DRN-5200350
13 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5200350 The complaint Mr A and Mrs Q complain that Barclays Bank UK PLC (Barclays) hasn’t correctly compensated them for not completing a remortgage in a timely manner resulting in the loss of an agreed interest rate. They would like Barclays to pay them any financial loss they may ... (6 pages)View decision -
Decision Reference DRN-5328710
13 Feb 2025 UAB ZEN.COM UpheldBanking and PaymentsDRN-5328710 The complaint Mr Y complins that AUB ZEN.COM (Zen) has not refunded money he lost to a scam. Mr Y is represented in this complaint by a claims management company. For simplicity I will refer to Mr Y throughout this decision, even when referencing what his representatives ha... (3 pages)View decision