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-5037028
2 Oct 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5037028 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-4573860
2 Oct 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4573860 The complaint Mrs Q complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) contacted her saying they would recover the vehicle that she had acquired using a hire purchase agreement with them. Mrs Q says this caused unnecessary stress and alarm as she was in an agreed p... (3 pages)View decision -
Decision Reference DRN-5053645
2 Oct 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5053645 The complaint Mr C complains about the poor service provided by Phoenix Life Limited after he enquired about accessing his pension. The value of the pension subsequently fell significantly, and Mr C considers he would have received a higher value had it not been for the firm... (3 pages)View decision -
Decision Reference DRN-5018493
2 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5018493 The complaint Mr G is unhappy with several aspects of the service that Bank of Scotland plc, trading as Halifax, have provided to him, including how they’ve handled his complaint. What happened Mr G has both Bank of Scotland (“BOS”) branded accounts and Halifax branded accou... (3 pages)View decision -
Decision Reference DRN-4712390
2 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4712390 The complaint Mr A complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result. Mr A is represented by Mrs A, his mum. What happened Mr A was be... (4 pages)View decision -
Decision Reference DRN-5056604
2 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5056604 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) blocked his debit card whilst he was abroad and about the subsequent service he received. What happened In summary, Mr B was abroad when RBS blocked a debit card transaction for a taxi he had booked. He ... (3 pages)View decision -
Decision Reference DRN-4719003
2 Oct 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4719003 The complaint Miss V complains about the quality of a car she has been financing through an agreement with BMW Financial Services (GB) Limited (BMWFS). What happened Miss V took receipt of a brand-new car in December 2019. She financed the deal through an agreement with BMWF... (2 pages)View decision -
Decision Reference DRN-5025530
2 Oct 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5025530 The complaint Mr M was unhappy with how his claim was handled after his car was written off and he felt Mulsanne Insurance Company Limited (“Mulsanne”) unfairly increased his premiums for his motor policy. What happened Mulsanne accepted Mr M’s motor claim, but Mr M didn’t t... (3 pages)View decision -
Decision Reference DRN-4979969
2 Oct 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4979969 The complaint Ms E has complained about the way AA Underwriting Insurance Company Limited (AAUICL) dealt with a claim she made under her car insurance policy. What happened Ms E made a claim following an incident to her insurer AAUICL. Ms E was in a hire car for up to 21 da... (2 pages)View decision -
Decision Reference DRN-5024937
2 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5024937 The complaint Mr and Mrs B have complained that Accredited Insurance (Europe) Limited (‘Accredited’) declined their claim for storm damage under their home insurance policy and about its general handling of the matter. For the avoidance of doubt, the term ‘Accredited’ includ... (5 pages)View decision
