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-3996317
24 Jun 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3996317 The complaint Mrs P has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair rela... (5 pages)View decision -
Decision Reference DRN-4870061
24 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4870061 The complaint Mrs B complains that Barclays Bank UK PLC closed her current account in error, causing her difficulties in reinstating her direct debits and standing orders. What happened The late Mr B sadly died at the end of October 2023. On 1 November Mrs B visited the branch ... (3 pages)View decision -
Decision Reference DRN-4526018
24 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4526018 The complaint Mrs T complains that National Westminster Bank Plc didn’t handle her fraud claim appropriately. What happened Mrs T has a representative in bringing this complaint – for simplicity I’ll refer to Mrs T in relation to comments made by her and on her behalf. The deta... (2 pages)View decision -
Decision Reference DRN-4870014
24 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4870014 The complaint Mr E complained that U K Insurance Limited (“UKI”) unfairly amalgamated two claims into one, which resulted in his settlement been lower for his treated pet due to a settlement cap in place on the policy. What happened Mr E’s pet was vomiting, so he had his pet ex... (3 pages)View decision -
Decision Reference DRN-4863409
24 Jun 2024 Hemmings Howe Associates Limited UpheldClaims ManagementDRN-4863409 The complaint Mr S complains about Hemmings Howe Associates Limited (“HHA”) and the service they provided when he contacted them to explore making a claim relating to historical vehicle finance. What happened Towards the end of 2023, Mr S contacted HHA to enquire about making a... (3 pages)View decision -
Decision Reference DRN-4712960
24 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4712960 The complaint Mr S complains about a car he acquired with finance provided by Creation Consumer Finance Limited. What happened In October 2022 Mr S entered into a regulated hire purchase agreement with Creation in relation to a used car. The car was two years old, its mileage w... (3 pages)View decision -
Decision Reference DRN-4798107
24 Jun 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4798107 The complaint Mr W complains Astrenska Insurance Limited caused unnecessary delays in handling his claim for property lost abroad. What happened Mr W travelled on holiday abroad in June 2023 to a country I will refer to as ‘S’, and while he was away, had several items stolen in... (2 pages)View decision -
Decision Reference DRN-4869212
24 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4869212 The complaint Mr and Mrs R complain that HSBC UK Bank Plc (“HSBC”) won’t refund money they lost to an investment scam. They are being represented by solicitors in this complaint. Mr and Mrs R hold a joint account with HSBC. But as the disputed payments were made by Mr R, for ea... (6 pages)View decision -
Decision Reference DRN-4852566
24 Jun 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4852566 The complaint Mr and Mrs C complain that Mortgage Agency Services Number Five Limited (MAS5) have charged them an unfairly high interest rate on their mortgage account. They say increases were made to the rate for reasons that weren’t permitted under the terms and conditions. T... (7 pages)View decision -
Decision Reference DRN-4859518
24 Jun 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4859518 The complaint Mr W complains Astrenska Insurance Limited unfairly settled his claim and made an error when making the payment to his bank account. What happened Mr W travelled on holiday abroad in June 2023 to a country I will refer to as ‘S’. While he was away, he had several ... (3 pages)View decision