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-4527417
5 Apr 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4527417 The complaint Miss S is unhappy that Domestic & General Insurance Plc (D&G) replaced the hard drive on her laptop before she could backup her data. She was also insured for a laptop she didn’t own and wants part of the premium refunding. What happened Miss S took out a ... (3 pages)View decision -
Decision Reference DRN-4724112
5 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4724112 The complaint In summary, Miss N complains that Barclays Bank UK Plc trading as Barclaycard, unfairly registered a default with credit reference agencies in relation to a credit card debt. And she says she was advised to ignore default letters as she was on a payment plan. What... (2 pages)View decision -
Decision Reference DRN-4724188
5 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4724188 The complaint Mr F complains that TSB Bank plc has re-registered a default with the Credit Reference Agencies (CRA’s) and provided him with poor customer service. What happened Mr F received a letter from TSB in June 2023 from their rectifications team which told him that they ... (4 pages)View decision -
Decision Reference DRN-4718228
5 Apr 2024 Octopus Investments Limited UpheldInvestmentsDRN-4718228 The complaint Mr C complains, with the help of his adviser, that Octopus Investment Limited failed to invest him in the Apollo Venture Capital Trust (Apollo VCT) and didn’t inform him that his application had been unsuccessful and his payment returned. What happened Mr C applie... (5 pages)View decision -
Decision Reference DRN-4723131
5 Apr 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4723131 The complaint Mrs P complains a car she acquired under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (“Startline”) had various defects and was not worth the agreed selling price. What happened I issued a provisional decision on this case on 20 March 2024, in wh... (8 pages)View decision -
Decision Reference DRN-4379925
5 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4379925 The complaint Mrs M complains that Santander UK Plc did not refund a series of payments she lost to a scam. What happened Mrs M found an advert on social media for cryptocurrency investing, which appeared to be endorsed by a celebrity. She decided to invest just $200 to see how... (5 pages)View decision -
Decision Reference DRN-4720583
5 Apr 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4720583 The complaint Mr B complains about the way Helvetia settled a claim he made under his breakdown cover insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a very brief summary here. Mr B had a breakdown cover insur... (5 pages)View decision -
Decision Reference DRN-4439801
5 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4439801 The complaint Mr A complains that National Westminster Bank Plc closed his account without giving a reason. He would like a reason and his account reinstated. Mr A is represented by his father Mr A. What happened The detailed background of this complaint is well known to both p... (3 pages)View decision -
Decision Reference DRN-4536807
5 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4536807 The complaint Mrs H complains HSBC UK Bank Plc failed to ensure two international payments reached the intended beneficiary and failed to recall the payments quickly enough. She also complains she was talked to rudely over the phone and wasn’t provided sufficient support. She w... (4 pages)View decision -
Decision Reference DRN-4635616
5 Apr 2024 Wakam UpheldInsuranceDRN-4635616 The complaint Mr I has complained about his motor insurer Wakam because it misled him about a discount applying to his renewal premium. What happened Mr I arranged cover via Wakam in 2022. He was told that, at renewal in 2023, if he drove well, he would receive a discount of up... (2 pages)View decision
