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 125299 results
-
Decision Reference DRN-4492656
20 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4492656 The complaint Mr M says Acromas Insurance Company Limited provided poor service when he made a claim on his motor insurance policy and that there was excessive delay in carrying out repairs. Any reference to Acromas in this decision includes its agents. What happened Mr M’s car... (3 pages)View decision -
Decision Reference DRN-4607973
20 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4607973 The complaint The trustees of a trust I’ll refer to as E complain about the service that they received from National Westminster Bank Plc. In particular, they complain that it took an unreasonable amount of time to release E’s funds and didn’t return E’s trust deed. The trust w... (3 pages)View decision -
Decision Reference DRN-4633736
20 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4633736 The complaint Mrs M complains Santander Consumer (UK) Plc trading as Volvo Car Financial Services (SCUK) supplied her with a car that she believes wasn’t of satisfactory quality at supply. What happened In January 2021, Mrs M entered into a 48 month hire agreement for a new car... (5 pages)View decision -
Decision Reference DRN-4571847
20 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4571847 The complaint A company which I’ll refer to as O, complains that AXA Insurance UK Plc (AXA) caused unreasonable delays when repairing its vehicle, which resulted in a consequential loss to its business. What happened O took out a Goods Carrying Vehicle Insurance policy with AXA... (3 pages)View decision -
Decision Reference DRN-4506130
20 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4506130 The complaint Mr A complains Barclays Bank UK PLC blocked his card while he was trying to make a payment. He says he was treated unfairly. What happened Mr A attempted to purchase a train ticket on 6 October 2023. But the payment was declined. He couldn’t understand why and spo... (2 pages)View decision -
Decision Reference DRN-4633523
20 Feb 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4633523 The complaint Miss M is complaining about Moneybarn No.1 Limited (Moneybarn). She says they were irresponsible in lending to her as the loan was unaffordable. What happened In July 2019, Miss M took out a conditional sale agreement with Moneybarn to finance the purchase of a c... (4 pages)View decision -
Decision Reference DRN-4633492
20 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4633492 The complaint Mr P is unhappy with the service he received from British Gas Insurance Limited (British Gas) after making a claim under his boiler breakdown insurance policy. What happened Mr P owns a property which he lets out to tenants. He has an insurance policy provided by ... (4 pages)View decision -
Decision Reference DRN-4609284
20 Feb 2024 ManyPets Ltd UpheldInsuranceDRN-4609284 The complaint Miss B complains about how ManyPets Ltd administered her policy. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Miss B took out a pet insurance policy in October 2022. Having noticed that the first pre... (3 pages)View decision -
Decision Reference DRN-4617979
20 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4617979 The complaint Ms J complains that HSBC UK Bank Plc made an unauthorised reversal of a direct debit payment on her account, and she complains about the service she received in trying to resolve HSBC’s mistake. What happened Ms J called HSBC for advice and called back later the s... (3 pages)View decision -
Decision Reference DRN-4633307
20 Feb 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4633307 The complaint Mr S complains that his debit card from State Bank Of India (UK) Limited (‘SBI’) didn’t work. What happened On 23 July 2023, Mr S tried to use his debit card in a retailer to pay for goods. The debit card didn’t work. Mr S used the PIN number and contactless payme... (3 pages)View decision
