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 128535 results
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Decision Reference DRN-4858527
18 Jun 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4858527 The complaint This complaint is about a mortgage Mr and Ms M hold with The Royal Bank of Scotland Plc (RBS). Mr and Ms M complain that RBS wrongly advised them to keep the mortgage on an offset basis long after it would have been to their advantage to switch to a “core” mortgag... (4 pages)View decision -
Decision Reference DRN-4833254
18 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4833254 The complaint Mr W has complained about the amount Aviva Insurance Limited has paid in settlement of his motor insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll f... (2 pages)View decision -
Decision Reference DRN-4831404
18 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4831404 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. She wants all interest and charges applied to her accounts refunded and her accounts to be frozen so no further interest or charges are applied. What happene... (4 pages)View decision -
Decision Reference DRN-4840584
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4840584 The complaint Mr S complains about the quality of a car he was supplied under a hire purchase agreement (agreement) with BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMWFS”). What happened In October 2019 Mr S entered into an agreement with BMWFS for a... (5 pages)View decision -
Decision Reference DRN-4845608
18 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4845608 The complaint C has complained about the way UK Insurance Limited (UKI) handled a claim under a van insurance for damage to a van belonging to it. C is represented by Mr B, who is a director. What happened A van belonging to C was damaged when another vehicle reversed into the ... (2 pages)View decision -
Decision Reference DRN-4831752
18 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4831752 Complaint Mrs P has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to her Advance current account. She’s said the charges added were unfair and caused her financial hardship. Background Mrs P had two current accounts with HSBC. Her Advance account, whi... (4 pages)View decision -
Decision Reference DRN-4854454
17 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4854454 The complaint Miss H complained that Santander UK Plc (“Santander”) irresponsibly granted an overdraft, with the limit then increasing over time, that she couldn’t afford to repay. What happened In December 2022, Miss H was granted an overdraft of £200 on her current account. J... (3 pages)View decision -
Decision Reference DRN-4856613
17 Jun 2024 Financial Management (U.K.) Limited UpheldInsuranceDRN-4856613 The complaint Mr and Mrs G are complaining that Financial Management (U.K.) Limited (trading as Commercial Direct) didn’t provide their insurer with accurate information when arranging a buildings insurance policy for them. They said this meant the insurer subsequently avoided ... (5 pages)View decision -
Decision Reference DRN-4844948
17 Jun 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4844948 The complaint Miss C complains about the quality of a used car that was supplied through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge). Miss C has been represented on this complaint. But to keep things simple I’ll only refer to... (5 pages)View decision -
Decision Reference DRN-4779369
17 Jun 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4779369 The complaint Ms C complains Hastings Insurance Services Limited mis-sold her a motor insurance policy. What happened In July 2023 Ms C contacted Hastings to take out a motor insurance policy. She added her son – who at the time was learning to drive - as a named driver. When M... (3 pages)View decision