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-4541200
2 Jul 2024 MBNA Limited UpheldBanking and PaymentsDRN-4541200 The complaint Mr P complains that MBNA Limited closed his credit card account without notice, while he was on holiday. What happened Mr P had a credit card account with MBNA. In August 2023 he called MBNA to request a new card and PIN as he was taking the card to use abroad, le... (3 pages)View decision -
Decision Reference DRN-4820523
2 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4820523 The complaint Miss S complains that Vanquis Bank Limited unfairly registered a default on her credit file. What happened Miss S says she emailed Vanquis to let them know that she had moved address and she was struggling with her repayments. She says she’d been in hospital for a... (3 pages)View decision -
Decision Reference DRN-4776023
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4776023 The complaint Ms G complains about AXA Insurance UK Plc’s response to her home insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed repair agents. As AXA accept they are accountable for the actions o... (3 pages)View decision -
Decision Reference DRN-4871217
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4871217 The complaint Ms G complains about AXA Insurance UK Plc’s response to her home insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed repair agents. As AXA accept they are accountable for the actions o... (2 pages)View decision -
Decision Reference DRN-4883915
2 Jul 2024 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-4883915 The complaint Mr C’s representative has complained, on his behalf, that Harbour Rock Capital Limited (HR) delayed the advice and transfer process for his defined benefits he held with an occupational pension scheme (OPS). The representative has said that this resulted in the ex... (9 pages)View decision -
Decision Reference DRN-4884298
2 Jul 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4884298 The complaint Mr R complains about the quality of a car he acquired through a conditional sale agreement financed by Moneybarn No.1 Limited (Moneybarn). What happened In October 2022 Mr R acquired a used car through a conditional sale agreement financed by Moneybarn. Mr R said ... (4 pages)View decision -
Decision Reference DRN-4601936
2 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4601936 The complaint Mr and Mrs D complain that HSBC UK Bank Plc wrote to Mrs D to say she had opted to receive online statements of their account, when this was incorrect. What happened Mr and Mrs D hold a joint account with HSBC. Mr D opted for online banking several years ago, but... (2 pages)View decision -
Decision Reference DRN-4884169
2 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4884169 The complaint Mr B has complained about Royal & Sun Alliance Insurance Limited (RSA) as he feels it handled his water leak claim badly, including causing delays which resulted in costs being incurred. What happened Mr B suffered a bereavement in 2022 and around that time he... (3 pages)View decision -
Decision Reference DRN-4785737
2 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4785737 The complaint Ms J has complained about her car insurer esure Insurance Limited (Esure). She feels it undervalued her car, which had been declared a total loss, and delayed paying her the settlement it did offer. What happened Ms J had an accident, made a claim and Esure felt t... (3 pages)View decision -
Decision Reference DRN-4857337
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4857337 The complaint Miss J complains that Nationwide Building Society was irresponsible when it offered her two credit card accounts. What happened Nationwide opened a credit card account for Miss J on 14 February 2019 with a credit limit of £750. It increased her credit limit to £1,... (5 pages)View decision