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-4870132
16 Jul 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4870132 The complaint Miss G complains about the service provided by Marshmallow Insurance Limited that led to the cancellation of her motor insurance policy. What happened Miss G bought a motor insurance policy with Marshmallow on 19 February 2022 and set up monthly direct debit pa... (3 pages)View decision -
Decision Reference DRN-4878222
16 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4878222 The complaint Mrs P complains about the way Great Lakes Insurance UK Limited handled a medical assistance claim she made on a travel insurance policy. Mrs P’s represented by Mr P. What happened The background to this complaint is well-known to both parties. So I’ve simply ... (6 pages)View decision -
Decision Reference DRN-4870121
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4870121 The complaint Mrs C is complaining about Clydesdale Bank Plc trading as Virgin Money because she says it lent irresponsibly by providing her a credit card she couldn’t afford. What happened In November 2017, Mrs C opened a credit card account with Virgin Money. The initial c... (4 pages)View decision -
Decision Reference DRN-4909235
16 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4909235 The complaint T has complained about the way claims for two vehicles it owns under two different policies provided by West Bay Insurance Plc were handled. It has also complained that a policy covering one of the vehicles was cancelled. This complaint was originally incorrec... (5 pages)View decision -
Decision Reference DRN-4909259
16 Jul 2024 TransferWise Ltd UpheldBanking and PaymentsDRN-4909259 The complaint Mrs A complains TransferWise Ltd didn’t do enough to protect her when she was the victim of an investment scam. What happened Mrs A has accounts with another bank who I’ll refer to as “N” in the rest of this decision – including an ISA and a savings account – a... (4 pages)View decision -
Decision Reference DRN-4908831
16 Jul 2024 Market Harborough Building Society UpheldBanking and PaymentsDRN-4908831 The complaint Miss G complains that Market Harborough Building Society didn’t act fairly when it said that she’d need a mobile phone or a landline in order to authenticate. What happened Miss G says she doesn’t have a mobile phone or a landline as she’s hearing impaired. Mis... (2 pages)View decision -
Decision Reference DRN-4694073
16 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4694073 The complaint Mrs and Mr N complain about how Esure Insurance Limited dealt with and settled a claim they made under their household insurance policy following an escape of water What happened Mrs and Mr N held a household insurance policy, which covered them for damage to ... (5 pages)View decision -
Decision Reference DRN-4909956
16 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4909956 The complaint Mr K complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened Mr K’s complaint was brought to us by a professional representative, but as the account is in Mr K’s name, I’ll refer to him throughout m... (7 pages)View decision -
Decision Reference DRN-4889783
15 Jul 2024 Nationwide Building Society UpheldConsumer CreditDRN-4889783 The complaint Mr R complains that Nationwide Building Society lent to him irresponsibly. What happened Mr R took out three personal loans with Nationwide. Loan 1 was taken out in July 2016 for £1,500 repayable over 36 months at £46.10 per month. Loan 2 was taken out in Novem... (4 pages)View decision -
Decision Reference DRN-4649695
15 Jul 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4649695 The complaint Mr B complains that he was mis-sold a vehicle partially financed by a hire purchase agreement with Creation Consumer Finance Ltd. What happened On 29 July 2023 Mr B acquired a used electric car partially financed through a hire purchase agreement with Creation.... (4 pages)View decision