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 130193 results
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Decision Reference DRN-5036569
23 Sep 2024 Homestyle Windows Ltd UpheldConsumer CreditDRN-5036569 The complaint Mrs C complains Homestyle Windows Ltd (Homestyle) pressured her into buying windows from them and didn’t cancel her order within the cooling off period despite her request. This resulted in them making windows she didn’t want and arranging a fixed sum loan agre... (5 pages)View decision -
Decision Reference DRN-5037122
23 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5037122 The complaint Mr A complains HSBC UK Bank Plc t/a First Direct didn’t assist him when he told them he wanted to continue receiving paper statements for his accounts. What happened First Direct made a commercial decision to switch all of their customers to online statements b... (3 pages)View decision -
Decision Reference DRN-5036589
23 Sep 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5036589 The complaint Miss F says NewDay Ltd irresponsibly lent to her. What happened Miss F took out a credit card from NewDay in November 2018. She was given a £450 limit. This was increased five times to reach £5,600 in October 2021. Miss F says if NewDay had properly checked her... (3 pages)View decision -
Decision Reference DRN-4644297
23 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4644297 The complaint Mrs F complains that National Westminster Bank Plc has incorrectly debited her account £500 and declined her request for it to be reimbursed. What happened On 28 July 2023, Mrs F went to an ATM which was operated by a different bank than NatWest. She says she a... (2 pages)View decision -
Decision Reference DRN-4975314
23 Sep 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4975314 The complaint Mr B complains Astrenska Insurance Limited handled his scratch, dent and alloy protection insurance claim poorly. Astrenska been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Astrenska’s own. ... (2 pages)View decision -
Decision Reference DRN-5035919
23 Sep 2024 Next Retail Limited UpheldConsumer CreditDRN-5035919 The complaint Miss H complains Next Retail Limited treated her unfairly when they closed her credit account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving th... (2 pages)View decision -
Decision Reference DRN-5037443
23 Sep 2024 British Gas Insurance Limited UpheldInsuranceDRN-5037443 The complaint Mr H complains that the service he received from British Gas Insurance Limited when dealing with a leak at his home was poor and resulted in damage to his home. What happened Mr H holds a home emergency policy provided by British Gas. In March 2023 he reported... (5 pages)View decision -
Decision Reference DRN-4929735
23 Sep 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4929735 The complaint Mr and Mrs R are unhappy that Astrenska Insurance Limited trading as Collinson Insurance (Astrenska) cancelled their policy following a change in health and refunded only 25% of the policy premium. Any reference to Astrenska includes all its agents. What happen... (4 pages)View decision -
Decision Reference DRN-4926568
23 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4926568 The complaint Mr and Mrs T complain that Nationwide Building Society restricted and then closed their accounts and that it did not explain clearly what it was doing or why. What happened Between them, Mr and Mrs T held a number of accounts with Nationwide, including their jo... (2 pages)View decision -
Decision Reference DRN-5037177
23 Sep 2024 Black Horse Limited UpheldConsumer CreditDRN-5037177 The complaint Mr S complained about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited, trading as Land Rover Financial Services (‘LRFS’). When I refer to what Mr S and LRFS have said or done, it should also be taken to include things s... (9 pages)View decision