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
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Decision Reference DRN-4857796
22 Jul 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4857796 The complaint Mrs M complains that Acromas Insurance Company Limited declined her claim on the Parts and Garage optional extra of her roadside assistance motor insurance policy. What happened Mrs M’s car broke down due to electrical or mechanical failure. A roadside assista... (3 pages)View decision -
Decision Reference DRN-4921349
22 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4921349 The complaint Miss T complains that esure Insurance Limited trading as Sheilas’ Wheels (“esure”) mishandled her claim on a motor insurance policy. What happened For the year from about 25 November 2021, Miss T had a policy with esure. It covered a car with a diesel engine. ... (7 pages)View decision -
Decision Reference DRN-4922060
22 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4922060 The complaint A company, which I’ll refer to as B, complains that Revolut Ltd won’t refund payments it didn’t make. Mr and Mrs B, who are directors of B, bring the complaint on B’s behalf. What happened Mr B explained that, following a number of missed calls, he answered ... (5 pages)View decision -
Decision Reference DRN-4903661
22 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4903661 The complaint Ms C complains that Clydesdale Bank Plc, trading as Virgin Money, acted irresponsibly in lending her a credit card. What happened Ms C took out a credit card with Virgin Money in September 2021. The credit limit was £2,400. In 2022, Ms C complained to Virgin Mo... (3 pages)View decision -
Decision Reference DRN-4903199
22 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4903199 The complaint Ms E has complained that a car she acquired, using finance from Specialist Motor Finance Limited (‘SMF’), wasn’t of satisfactory quality at the point of supply. What happened On 11 June 2022, Ms E entered into a finance agreement with SMF, for a used car. It wa... (4 pages)View decision -
Decision Reference DRN-4922085
22 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4922085 The complaint Mr C and Mrs C complain that The Royal Bank of Scotland Plc (RBS) has not located his safe deposit box, for which they have been charged up until 2010. What happened I sent the parties a provisional decision in June 2024, in which I set out the following backg... (5 pages)View decision -
Decision Reference DRN-4879383
22 Jul 2024 MetLife Europe d.a.c. UpheldInsuranceDRN-4879383 The complaint Mr D is unhappy with the way in which MetLife Europe d.a.c. handled a claim made on his personal accident insurance policy. What happened I issued my provisional decision in June 2024 explaining why I was intending to partially uphold this complaint. I said: ... (4 pages)View decision -
Decision Reference DRN-4916539
22 Jul 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4916539 The complaint Mr O has complained that a car he acquired, using finance from BMW Financial Services(GB) Limited (‘BMWFS’), wasn’t of satisfactory quality at the point of supply. He’s also said the agreement was misrepresented to him. What happened Mr O entered into a finance... (2 pages)View decision -
Decision Reference DRN-4920854
22 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4920854 The complaint Y, a limited company, complains that HSBC UK Bank Plc unreasonably closed their accounts, including calling in lending. They’ve asked to set up a repayment plan. What happened Y held accounts with HSBC. But in June 2023 the bank wrote to Y to explain they’d be... (2 pages)View decision -
Decision Reference DRN-4922181
22 Jul 2024 British Gas Insurance Limited UpheldInsuranceDRN-4922181 The complaint Mr O complains about the service he received from British Gas Insurance Limited (British Gas) after his fridge freezer stopped working. What happened In September 2023 Mr O’s fridge freezer stopped working so he purchased a kitchen appliance breakdown insuranc... (3 pages)View decision