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-4689238
28 Mar 2024 West Bay Insurance Plc UpheldInsuranceDRN-4689238 The complaint Mrs R complains about how West Bay Insurance Plc handled her claim on her motor insurance policy and that it didn’t allow her the option of retaining her car’s salvage. What happened Mrs R’s car was damaged in an incident, and she made a claim on her policy. But M... (3 pages)View decision -
Decision Reference DRN-4715032
28 Mar 2024 Tor Currency Exchange Limited UpheldBanking and PaymentsDRN-4715032 Complaint Mr H is unhappy that Tor Currency Exchange Limited (“TorFX”) didn’t reimburse him after he fell victim to a scam. Background In early 2022, Mr H fell victim to an investment scam. He’d been researching potential investment opportunities and found one online that inter... (7 pages)View decision -
Decision Reference DRN-3979631
28 Mar 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3979631 The complaint Mrs M has complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’s’) response to a claim under s.75 of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account s.140A of the CCA. What happened In e... (15 pages)View decision -
Decision Reference DRN-4707701
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4707701 The complaint Miss L complains NewDay Ltd provided unclear information relating to what payments should be made towards her credit card. Miss L is also unhappy with how NewDay have been reporting her credit card to the credit reference agencies (CRAs). What happened I issued my... (7 pages)View decision -
Decision Reference DRN-4715675
28 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4715675 The complaint A partnership which I’ll call ‘R’ complains that Clydesdale Bank Plc didn’t reimburse them the money they transferred to a fraudster. The complaint is brought on R’s behalf by the partners, Mr and Mrs C. What happened The background to this complaint is well known... (6 pages)View decision -
Decision Reference DRN-4715530
28 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4715530 The complaint Mr P complains about the way a disputed transaction and associated chargeback was handled by bank of Scotland plc trading as Halifax. Mr P also complains that Halifax recorded adverse information about an unarranged overdraft on his credit file. What happened The ... (4 pages)View decision -
Decision Reference DRN-4693657
28 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4693657 The complaint Mrs E complains One Insurance Limited’s offer to settle her motor insurance claim is unfair. What happened In June 2023 Mrs E’s car was stolen. She claimed for the loss against her One Insurance motor insurance policy. She wasn’t satisfied with the settlement it o... (3 pages)View decision -
Decision Reference DRN-4715484
28 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4715484 The complaint Miss B complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly cancelled her motor insurance policy. What happened Miss B held a motor insurance policy with LV which provided cover for two vehicles. In March 2023, Miss B phoned LV to advise it ... (7 pages)View decision -
Decision Reference DRN-4686659
28 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4686659 The complaint Mrs G complains that NewDay Ltd trading as Pulse (“Pulse”) held her liable for two failed cash withdrawals. What happened Mrs G used her Pulse credit card in an Automated Teller Machine (ATM) and attempted to withdraw £250. Mrs G explained that she saw an error m... (5 pages)View decision -
Decision Reference DRN-4448792
28 Mar 2024 Rowanbank Financial Consultants Limited UpheldInvestmentsDRN-4448792 The complaint Mr and Mrs D complain that they were wrongly advised by Rowanbank Financial Consultants Limited when investing to provide for their children’s’ school fees. They say that as a result they incurred additional tax liabilities and professional fees, and considerable ... (5 pages)View decision
