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 128312 results
-
Decision Reference DRN-4721050
23 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4721050 The complaint Miss K complains that Zurich Insurance PLC has unfairly handled a claim under her home insurance policy. Where I refer to Zurich, this includes the actions of its agents and claims handlers for which it takes responsibility. Whilst I’m aware Miss K is represe... (4 pages)View decision -
Decision Reference DRN-4915793
23 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4915793 The complaint Ms O complains that, because she was wrongly informed about the early repayment charge (“ERC”) on her buy to let mortgage with Bank of Scotland plc trading as Halifax, she sold her property when a 2% ERC applied, when she could easily have waited until the ERC ... (4 pages)View decision -
Decision Reference DRN-4812164
23 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4812164 The complaint Mr A complains that Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement with him. He says SMFL failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr A has been repr... (4 pages)View decision -
Decision Reference DRN-4851983
23 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4851983 The complaint Mr H complains about esure Insurance Limited (“EIL”) and the settlement offer put to him following the total loss of his car. Mr H is also unhappy with the service EIL provided during the claim process. What happened The claim and complaint circumstances are we... (4 pages)View decision -
Decision Reference DRN-4909460
22 Jul 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4909460 The complaint Mr F is unhappy with the way in which The Royal London Mutual Insurance Society Limited handled a critical illness claim made on his business assurance plan (‘the policy’). What happened Early in 2023, Mr F made a critical illness claim on the policy in respec... (3 pages)View decision -
Decision Reference DRN-4922267
22 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4922267 The complaint Mr L complains about how HSBC UK Bank Plc treated a chargeback claim he made, after he used his credit card to buy a used car. What happened In September 2022, Mr L bought a used car from a dealer. To pay for the car, Mr L used his HSBC credit card. Around a mo... (6 pages)View decision -
Decision Reference DRN-4921678
22 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4921678 The complaint Mr E complains about Barclays Bank UK PLC’s response to a dispute he raised about a payment he made with his debit card. What happened In January 2022 Mr E signed up to a friendship app with a company I’ll call T. He paid around £100 with his Barclays debit car... (2 pages)View decision -
Decision Reference DRN-4601026
22 Jul 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4601026 The complaint C complain Zempler Bank Limited, trading as Cashplus Bank (“Cashplus”), blocked and closed their account without notice nor explanation. C also complain Cashplus didn’t make it clear what it needed to release the funds to C causing undue delay and financial los... (3 pages)View decision -
Decision Reference DRN-4865077
22 Jul 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4865077 The complaint Ms T complains that she is unhappy with the settlement offered by Chaucer Insurance Company Designated Activity Company following damage to her contents whilst being transported abroad. What happened Ms T hired a removal company to transport her home contents ... (4 pages)View decision -
Decision Reference DRN-4916389
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4916389 The complaint Mr B is unhappy with the service he received from British Gas Insurance Limited under his HomeCare agreement. What happened Mr B’s policy with British Gas includes an annual service of his boiler. Mr B had arranged an appointment for his service to take place o... (3 pages)View decision