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-4833079
7 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4833079 The complaint Mr H complains that Acromas Insurance Company Limited (Acromas) declined her claim on the Parts and Garage optional extra, of her roadside assistance motor insurance policy. What happened Mr H was registered as the new owner of the car on 24 December 2023. He ... (3 pages)View decision -
Decision Reference DRN-4785793
7 Oct 2024 Time Broker Finance Limited UpheldConsumer CreditDRN-4785793 The complaint Mr I complains that Time Broker Finance Limited (“Time”) didn’t let him know that a hire agreement was going to be automatically renewed. What happened In July 2018 Mr I entered into a hire agreement, as a sole trader, for the hire of an ice cream machine. The ... (2 pages)View decision -
Decision Reference DRN-5031469
7 Oct 2024 Santander UK Plc UpheldMortgagesDRN-5031469 The complaint Mr and Mrs S complain that when they asked Santander UK Plc to port their Buy To Let (“BTL”) mortgage to a new property, it initially agreed, but then reduced the amount it would lend at a late stage. Mr and Mrs S said that meant the purchase fell through. What... (3 pages)View decision -
Decision Reference DRN-5065618
7 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5065618 The complaint Mrs S has complained that Ageas Insurance Limited (Ageas) unfairly dealt with a claim under a home insurance policy. What happened Mrs S’s home was broken into and jewellery and other items were stolen. Mrs S contacted Ageas to make a claim. Ageas asked Mrs S ... (5 pages)View decision -
Decision Reference DRN-5065307
7 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5065307 The complaint A company, which I’ll refer to as C, complains that HSBC UK Bank Plc caused C inconvenience when requesting Know Your Customer documents. Mr P, who is a director of C, brings the complaint on C’s behalf. What happened C had an account with HSBC. In February, Ma... (3 pages)View decision -
Decision Reference DRN-4988792
7 Oct 2024 Protector Insurance UK UpheldInsuranceDRN-4988792 The complaint Mr B complains that Protector Insurance UK has treated him unfairly when handling a claim made in relation to his property. What happened Mr B is a leaseholder of a flat. The buildings insurance is provided by the freeholder with Mr B being eligible to benefit ... (5 pages)View decision -
Decision Reference DRN-5037988
7 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5037988 The complaint Mrs F complains that Revolut Ltd won’t reimburse her after she fell victim to a scam. What happened Mrs F has explained that she received a phone call from an individual purporting to work for a known cryptocurrency platform. The individual told Mrs F that fund... (4 pages)View decision -
Decision Reference DRN-5065457
7 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5065457 The complaint Mrs G complains that Startline Motor Finance Limited (“SMF”) didn’t properly explain her options to end her hire purchase agreement early. What happened I sent Mrs G and SMF my provisional findings on this complaint on 4 September 2024. A copy of that decision ... (7 pages)View decision -
Decision Reference DRN-5064826
7 Oct 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-5064826 The complaint Mr M has complained about the way Nelson Insurance Company Ltd has handled his claim under his Private Hire Insurance policy. Any reference to Nelson includes its agents. What happened Mr M’s car, which he used as a taxi, was stolen at the end of June 2023. H... (6 pages)View decision -
Decision Reference DRN-5031001
7 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5031001 The complaint Mr B complains that Bank of Scotland plc trading as Halifax caused a data breach when his partner was allowed access to his personal accounts on-line. What happened Mr B held several sole accounts with Halifax. In 2024 he opened a joint account with his partne... (2 pages)View decision
