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-4876231
28 Jun 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4876231 The complaint Mr and Mrs B complain about what happened when they applied to HSBC UK Bank Plc trading as first direct (“fd”) for a mortgage. They said fd withdrew their offer, and they thought this happened because rates had risen significantly. What happened In early 2023 Mr a... (7 pages)View decision -
Decision Reference DRN-4843805
28 Jun 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4843805 Complaint Miss A has complained about the quality of a car that Zopa Bank Limited (“Zopa”) supplied to her through a hire-purchase agreement. Background Miss A’s agreement In August 2023, Zopa provided Miss A with finance for a used car. The cash price of the vehicle was £8,600... (8 pages)View decision -
Decision Reference DRN-4824112
28 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4824112 The complaint Mr L complains about esure Insurance Limited’s handling of and decision on his motor insurance claim. What happened The following is intended only as a brief summary of events. Mr L has a motor insurance policy underwritten by esure. After being involved in an acc... (3 pages)View decision -
Decision Reference DRN-4831816
28 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4831816 The complaint Mr K complains Santander UK Plc did not raise a Data Subject Access Request (DSAR) for him. What happened Mr K says that he raised a DSAR with Santander, but they did not raise this for him, despite him trying to get this for several months. He says he has been se... (4 pages)View decision -
Decision Reference DRN-4739598
28 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4739598 The complaint Mrs B complains about how Haven Insurance Company Limited (Haven) dealt with a claim under her home contents insurance policy for loss of jewellery. Haven use agents to administer the policy and to assess claims. References to Haven include these agents. Mrs B was... (5 pages)View decision -
Decision Reference DRN-4879141
28 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4879141 The complaint M, a limited company, complains that Santander UK Plc (‘Santander’) blocked its business account for three weeks which impacted its ability to trade and cost it at least £5,000. M’s complaint was brought to us by its director, Mr S. What happened M has had a busin... (3 pages)View decision -
Decision Reference DRN-4876689
28 Jun 2024 Bank of Scotland Plc UpheldMortgagesDRN-4876689 The complaint Mr and Mrs F complain that they asked Bank of Scotland plc trading as Halifax for a payment holiday, during a time of financial difficulty. But they said the arrangement they ended up with damaged their credit rating, and left them with a lump sum to repay. What h... (8 pages)View decision -
Decision Reference DRN-4848468
28 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4848468 The complaint Mr M has complained about the handling of his motor insurance claim by Admiral Insurance (Gibraltar) Limited. What happened The following is intended only as a brief summary of events. For the sake of simplicity, I have just referred to Admiral, even where other p... (3 pages)View decision -
Decision Reference DRN-4473778
28 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4473778 The complaint Ms R complains that Nationwide Building Society (Nationwide) is refusing to refund her the full amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summ... (3 pages)View decision -
Decision Reference DRN-4776268
28 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4776268 The complaint Mr A complains about the settlement payment One Insurance Limited (One Insurance) paid following the total loss of his car, under his motor insurance policy. What happened Mr A was involved in a car accident. His car was written off as a result of the damage that ... (2 pages)View decision