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 121479 results
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Decision Reference DRN-4178888
27 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4178888 The complaint Mr M complains HSBC Bank UK Plc trading as First Direct should be responsible for what happened to a payment made, which he intended to go to his partner who lives abroad. He wants the payment returned and compensation for the service he received. He wants losses ... (4 pages)View decision -
Decision Reference DRN-4321981
27 Nov 2023 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4321981 The complaint Mr E complains that Fortegra Europe Insurance Company Ltd (Fortegra) declined his claim following an engine failure, under his motor warranty policy. What happened When driving his car Mr E noticed a loss of power. His vehicle was recovered, and he made a claim to... (3 pages)View decision -
Decision Reference DRN-4415633
27 Nov 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4415633 The complaint Miss B complains about the quality of a car she has been financing through an agreement with Blue Motor Finance Ltd, trading as Blue Motor Finance (“BMF”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (3 pages)View decision -
Decision Reference DRN-4436356
27 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4436356 The complaint Mr C’s complaint arises from his mortgage accounts with Barclays Bank UK Plc. Mr C, who has dealt with the complaint throughout, says that Barclays has incorrectly and unfairly failed to apply a term extension to the mortgage after he applied for, and was offered,... (5 pages)View decision -
Decision Reference DRN-4479359
27 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4479359 The complaint Mr H has complained about the fact that he has been asked to pay over £6,000 in hire charges as a result of what he considers to be the poor handling of his claim under his taxi insurance policy by Haven Insurance Company Limited. What happened Mr H was involved i... (3 pages)View decision -
Decision Reference DRN-4234912
27 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4234912 The complaint Mr S has complained that Santander UK Plc (“Santander”) placed a freeze on his account after he attempted to transfer money out of his account. Mr S says that he went to a Santander Branch and spoke to staff a number of times to get his account unblocked. Mr S say... (3 pages)View decision -
Decision Reference DRN-4473683
27 Nov 2023 Salary Finance Limited UpheldConsumer CreditDRN-4473683 The complaint Ms J complains that Salary Finance Limited didn’t take the payments for her loan even though she had set up a direct debit following her leaving her employer. She says this adversely affected her credit file. She wants the adverse information removed from her cred... (4 pages)View decision -
Decision Reference DRN-4189569
27 Nov 2023 Cambrian Associates Limited UpheldPensions and AnnuitiesDRN-4189569 The complaint Mr C’s representative has complained, on his behalf, that Cambrian Associates Limited (CAL) gave him unsuitable advice to transfer his defined benefits from his occupational pension scheme (OPS) – the British Steel Pension Scheme (BSPS) – to a Personal Pension Pol... (9 pages)View decision -
Decision Reference DRN-4479092
27 Nov 2023 PREPAID FINANCIAL SERVICES LIMITED UpheldBanking and PaymentsDRN-4479092 The complaint Mrs G is unhappy that Prepaid Financial Services Limited (“PFSL”) had terms and conditions that weren’t clear, and which led her to load money onto a prepaid payment card that she then wasn’t able to access in the manner that she wanted. What happened Mrs G loaded... (3 pages)View decision -
Decision Reference DRN-4413453
27 Nov 2023 One Insurance Limited UpheldInsuranceDRN-4413453 The complaint Miss W complains about the service she received from One Insurance Limited in relation to a claim under her motor insurance policy. One Insurance is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As One ... (3 pages)View decision
