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 125400 results
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Decision Reference DRN-5091878
21 Oct 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-5091878 Complaint Mr D has complained about a personal loan HSBC UK Bank Plc (“HSBC”) provided to him. He says the loan was unaffordable and was therefore irresponsibly lent to him particularly as he was already exceeding the existing limit on his overdraft. Background HSBC provide... (4 pages)View decision -
Decision Reference DRN-4717784
20 Oct 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4717784 The complaint B complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when it returned a vehicle at the end of a hire agreement. B is represented in its complaint. For ease of reading, any reference to B refers to the testimony of both B a... (5 pages)View decision -
Decision Reference DRN-5093300
19 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5093300 The complaint Mr M complains National Westminster Bank Plc (“NatWest”) restricted and closed his accounts without explanation. Mr M says NatWest’s actions caused him substantive financial loss, distress, and inconvenience. What happened The details of this complaint are well... (5 pages)View decision -
Decision Reference DRN-5093174
18 Oct 2024 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-5093174 The complaint Mr D has complained that Triodos Bank UK Limited registered a fraud marker against him. What happened In summer 2023, Mr D applied for a current account with Triodos. He provided an address I’ll refer to as Address 1. He was asked how long he’d lived there, and... (4 pages)View decision -
Decision Reference DRN-5037391
18 Oct 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5037391 The complaint Mr O has complained that Metro Bank PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr O was attempting to purchase a holiday. But the website he used was fake – it was impersonating a genuine merchant. He gave the sca... (3 pages)View decision -
Decision Reference DRN-4839767
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4839767 The complaint Mr G complains about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled his claim under his motor insurance policy. What happened The background of this complaint is well known to both parties, I will summarise it here. Mr G has a motor insurance... (2 pages)View decision -
Decision Reference DRN-5092962
18 Oct 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-5092962 The complaint Mr C transferred three personal pensions to a Self-Invested Personal Pension (‘SIPP’) provided by London & Colonial Services Limited (‘L&C’), and his SIPP monies were invested in The Resort Group's (‘TRG’s) Dunas Beach Hotel Resort (‘Dunas Beach’).... (44 pages)View decision -
Decision Reference DRN-5092699
18 Oct 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5092699 The complaint Mr M complains about a car supplied to him on a conditional sale agreement by Moneybarn No.1 Limited trading as Moneybarn. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects ... (8 pages)View decision -
Decision Reference DRN-5088221
18 Oct 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5088221 The complaint Mrs B has complained about the handling of a claim by Accelerant Insurance Europe SA/NV UK Branch (“AIE”). What happened The background to this complaint is well known to the parties. In summary in May 2022 Mrs B claimed on a leasehold housing insurance policy ... (3 pages)View decision -
Decision Reference DRN-5091616
18 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5091616 The complaint Mr F is unhappy with the decision made by Royal & Sun Alliance Insurance Limited (RSA) following a claim for accidental damage to his contents under his home insurance policy. RSA is the underwriter of this policy. Part of this complaint concerns the actio... (3 pages)View decision
