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-4837361
20 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4837361 The complaint Mr and Mrs H complain that Royal & Sun Alliance Insurance Limited (RSA) hasn’t either dealt with or settled a claim fairly. What happened Mr and Mrs H have a home insurance policy with RSA. It provides cover for their home and its contents, and includes cover ... (3 pages)View decision -
Decision Reference DRN-4863163
20 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4863163 The complaint Mr and Mrs W have complained that HSBC UK Bank Plc (‘HSBC’) blocked their account and left them without access to any money. They don’t think this was fair and would like compensation. What happened I issued a provisional decision on this complaint earlier this mo... (5 pages)View decision -
Decision Reference DRN-4819897
20 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4819897 The complaint Mr M complains that Inter Partner Assistance SA didn’t settle his travel insurance claim in full. What happened Mr M booked a villa for himself and family members and paid for it. Unfortunately, shortly before the trip a close family member died and the trip was c... (2 pages)View decision -
Decision Reference DRN-4859219
20 Jun 2024 Close Brothers Limited UpheldConsumer CreditDRN-4859219 The complaint Mr H complains about the quality of a car he has been financing through an agreement with Close Brothers Limited, trading as Close Brothers Motor Finance (who I’ll call Close Brothers). What happened Mr H took receipt of a used car on 19 June 2023. The car was a l... (3 pages)View decision -
Decision Reference DRN-4752101
20 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4752101 The complaint Miss E complains that Bank of Scotland plc trading as Halifax hasn’t provided the service it should have regarding issues with her payments. She says this issue has affected her credit score. What happened Miss E made direct debit payments towards her credit card,... (3 pages)View decision -
Decision Reference DRN-4728700
20 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4728700 The complaint Miss L complains about the quality of a car she acquired through a hire purchase agreement financed by Creation Consumer Finance Limited (CCF). What happened In January 2022 Miss L acquired a used car through a hire purchase agreement financed by CCF. In November ... (4 pages)View decision -
Decision Reference DRN-4816554
20 Jun 2024 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-4816554 The complaint Mr Y complains that Acorn Insurance & Financial Services Ltd trading as Haven Claims (Acorn) mishandled his request to suspend the motor insurance policy he’d arranged through them. What happened Mr Y bought a motor insurance policy through Acorn in March 2023... (3 pages)View decision -
Decision Reference DRN-4862126
20 Jun 2024 Convex Insurance UK Limited UpheldInsuranceDRN-4862126 The complaint Ms N’s complaint is about a claim she made on her Convex Insurance UK Limited (‘Convex’) equine insurance policy, which was declined. Ms N feels that Convex treated her unfairly. What happened Ms N took out an equine insurance policy for her horse with Convex in 2... (6 pages)View decision -
Decision Reference DRN-4819390
20 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4819390 The complaint Mrs S is being represented by solicitors. She’s complaining about NewDay Ltd trading as Aqua because she says it lent irresponsibly by providing a credit card she couldn’t afford and then going on to increase the credit limit further. What happened In July 2020, M... (4 pages)View decision -
Decision Reference DRN-4862878
20 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4862878 The complaint Mrs C complains about the service she received from Barclays Bank UK PLC (“Barclays”) when trying to retrieve her funds from accounts she held with it. In particular, she says Barclays failed to respond and provided incorrect information about the funds held and d... (4 pages)View decision