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 122183 results
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Decision Reference DRN-4045929
9 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4045929 The complaint Mrs S complains about how Advantage Insurance Company Limited handled her motor insurance claim. Mrs S is a named driver under the policy with Advantage and owner of the vehicle insured. What happened The details of the claim are well known to both parties, so I w... (4 pages)View decision -
Decision Reference DRN-4177686
9 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4177686 The complaint Mr K complains that HSBC UK Bank Plc, trading as first direct (“first direct”) won’t refund him the money he’s lost after he fell victim to a scam. What happened Mr K was expecting to complete a purchase of a property. He told us the aimed completion date was 1 Au... (5 pages)View decision -
Decision Reference DRN-4291626
9 Aug 2023 Oplo PL Ltd UpheldConsumer CreditDRN-4291626 The complaint Mr M has complained that Oplo PL Ltd (“Oplo”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. While Mr M’s finance was originally with a different finance provider, Oplo is now responsible for this case. To keep things simple, I’ll ... (5 pages)View decision -
Decision Reference DRN-4278084
9 Aug 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4278084 The complaint Mrs G complains Barclays Bank UK Plc lost a ‘Barclaysafe wallet’ that it had been holding for her. Mrs G brings this complaint with the help of her daughter who is also her attorney under a Power of Attorney (POA). Mrs G doesn’t think Barclays has compensated her ... (3 pages)View decision -
Decision Reference DRN-4199230
9 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4199230 The complaint Mrs H complains that Advantage Insurance Company Limited declined to renew her motor insurance policy. Mrs H is represented in this matter by Mr H, a named driver on her policy. What happened Mrs H’s policy came up for renewal and Mr H called Advantage’s agent to... (2 pages)View decision -
Decision Reference DRN-4286995
9 Aug 2023 Euroins AD UpheldInsuranceDRN-4286995 The complaint Mr and Mrs L and Ms L are unhappy with how Euroins AD (Euroins) handled their medical emergency claim on their travel insurance policy. Any reference to Euroins includes all its agents. What happened The details of this complaint are well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-4278801
9 Aug 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4278801 The complaint Miss H is unhappy with several aspects of the service she received from The Royal Bank of Scotland Plc (“RBS”) surrounding an international transfer she instructed them to make. What happened In July 2022, Miss H instructed a transfer of £40,000 from her RBS accou... (6 pages)View decision -
Decision Reference DRN-4252148
9 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4252148 The complaint Mr M complains a credit for £400,000 to his account with Metro Bank PLC (Metro) went missing. What happened Mr M was a beneficiary under his late father’s will. Following the sale of his late father’s home, £400,000 was sent by CHAPS to Mr M’s account with Metro o... (4 pages)View decision -
Decision Reference DRN-4291205
9 Aug 2023 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-4291205 The complaint Mr A complains about the way that Legal and General Assurance (Pensions Management) Limited (L&G) managed his pension, including the way that it processed a requested investment fund switch causing Mr A to suffer losses. What happened Mr A has a stakeholder pe... (6 pages)View decision -
Decision Reference DRN-4131929
9 Aug 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4131929 The complaint Mr O has complained about the quality of a car he acquired using finance from Volkswagen Financial Services (UK) Limited (‘VWFS’). Mr O has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on his behalf, as having bee... (3 pages)View decision
