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 125399 results
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Decision Reference DRN-4849070
12 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4849070 The complaint Mrs A complains about how Barclays Bank UK PLC dealt with a claim she made to it. What happened The parties are familiar with the background details of this complaint - so I will cover it in brief here. It reflects my informal remit. Mrs A bought flights from an ... (5 pages)View decision -
Decision Reference DRN-4837325
12 Jun 2024 Covea Insurance plc UpheldInsuranceDRN-4837325 The complaint Mr O complains that Covea Insurance plc’s offer to settle a claim on his motor insurance is unfair. What happened Mr O had a motor insurance policy with Covea. In or around August 2023, he was involved in a road accident which damaged his vehicle. He reported this... (3 pages)View decision -
Decision Reference DRN-4843836
12 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4843836 The complaint Miss N says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Miss N took out a loan for £5,800 over 48 months from Updraft in November 2023. There was a £174 loan fee and the monthly repayments were £187.89. The total repayable was £8,99... (3 pages)View decision -
Decision Reference DRN-4848705
12 Jun 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4848705 The complaint Mrs S complains that Vanquis bank Limited was irresponsible when it offered her a credit card account and later increased her credit limit. What happened Vanquis opened a credit card account for Mrs S in April 2020 with a credit limit of £1,000. It increased her c... (4 pages)View decision -
Decision Reference DRN-4674122
12 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4674122 The complaint Mr N complains that HSBC UK Bank Plc unfairly charged him interest and a late payment fee, and recorded adverse information against his credit file, following what they considered to be a missed payment. What happened Mr N holds a credit card with HSBC. Like most ... (3 pages)View decision -
Decision Reference DRN-4741815
12 Jun 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4741815 The complaint Miss N complains about how Evolution Insurance Company Limited (Evolution) dealt with a claim under her home emergency policy when she had problems with her boiler. References to Evolution in this decision include their agents who provide services under the policy... (5 pages)View decision -
Decision Reference DRN-4814958
12 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4814958 The complaint Mr G complains about his mortgage with Mortgage Agency Services Number Five Limited (MAS5). He doesn’t believe the mortgage is valid or that MAS5 is entitled to take payments from him, that it has acted fraudulently, and he’s unhappy with the interest rate charged... (8 pages)View decision -
Decision Reference DRN-4722895
12 Jun 2024 Nelson Insurance Company Ltd UpheldInsuranceDRN-4722895 The complaint Mr G complains that Nelson Insurance Company Ltd hasn’t offered a fair value for his car following it being written off after an accident. What happened Mr G has a private and public hire insurance policy with Nelson. In May 2023 Mr G’s car was damaged in an accid... (3 pages)View decision -
Decision Reference DRN-4742857
12 Jun 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4742857 The complaint Mr S is unhappy that The Co-operative Bank Plc trading as Smile (“Smile”) will not refund the money he lost as the result of a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S throughout this decisi... (4 pages)View decision -
Decision Reference DRN-4774671
12 Jun 2024 Premium Choice Ltd UpheldInsuranceDRN-4774671 The complaint Mr H complains about the service he received from Premium Choice Ltd (trading as AChoice) when he was trying to renew his motor insurance. What happened In December 2023, Premium Choice sent Mr H a letter inviting him to renew his motor insurance with a quote for ... (3 pages)View decision
