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-4862800
20 Jun 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4862800 The complaint Ms P complains that One Call Insurance Services Limited (One Call) are pursuing her for an outstanding balance relating to a car insurance policy which wasn’t renewed. What happened Ms P had a car insurance policy purchased via One Call between May 2022 and May 20... (3 pages)View decision -
Decision Reference DRN-4859771
20 Jun 2024 Advantage Finance Ltd UpheldConsumer CreditDRN-4859771 The complaint Mrs C complains Advantage Finance Ltd (AFL) didn’t sufficiently check whether she could sustain the repayments. And so acted irresponsibly in lending to her as she said the loan was unaffordable. In bringing her complaint Mrs C is represented by a third party. For... (5 pages)View decision -
Decision Reference DRN-4618349
19 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4618349 The complaint Mr W has complained about the advice given by Quilter Financial Services Ltd (‘Quilter’) to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’). Mr W has stated the advice was unsuitable and has caused fin... (8 pages)View decision -
Decision Reference DRN-4862420
19 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4862420 The complaint Mr and Mrs D have complained that Santander UK Plc won’t refund transactions they say they didn’t make or otherwise authorise. What happened While abroad in 2023, Mr D’s wallet was stolen, with his Santander debit and credit card inside. He contacted Santander as ... (4 pages)View decision -
Decision Reference DRN-4862338
19 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4862338 The complaint Mr B is complaining about HSBC UK Bank Plc because he says it lent irresponsibly by providing him with two credit cards he couldn’t afford. What happened In March 2013, Mr B applied for two credit cards with HSBC. Both applications were accepted and he was issued ... (3 pages)View decision -
Decision Reference DRN-4785337
19 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4785337 The complaint Mr S complains about the way in which Sainsburys Bank Plc handled his complaint about interest which was applied to an interest free credit card account. What happened In late 2022 Mr S opened a Sainsburys credit card account with an interest free credit limit of ... (3 pages)View decision -
Decision Reference DRN-4806028
19 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4806028 The complaint E complains about the very poor customer service it has received from Barclays Bank UK PLC. In particular it says Barclays: - failed to update its records to reflect that a director had died; - failed to respond to E about the personal guarantee its directors had ... (2 pages)View decision -
Decision Reference DRN-4818489
19 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4818489 The complaint Mr B has complained that esure Insurance Limited’s market value of his car given his claim under his motor policy was unreasonably low. What happened Mr B was involved in an accident. The car he bought merely 112 days previously was deemed a total loss by esure. I... (3 pages)View decision -
Decision Reference DRN-4629456
19 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4629456 The complaint Mr and Mrs M are unhappy with how Inter Partner Assistance SA (IPA) settled their claim. What happened Mr and Mrs M had a travel insurance policy underwritten by IPA. They travelled abroad with their three children. Unfortunately, on 4 June their return flight was... (3 pages)View decision -
Decision Reference DRN-4291143
19 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4291143 The complaint Mr K complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) in respect of a holiday booking. What happened In September 2021, Mr K arranged a group booking for a stay at a hotel. Initially, he booked 24 units of accommod... (4 pages)View decision