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 121876 results
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Decision Reference DRN-4088553
18 Jul 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4088553 The complaint Mr P complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him when he became the victim of a scam and would like HSBC to refund him the money he has lost as a result of the scam. What happened Mr P was searching online for an investment ... (6 pages)View decision -
Decision Reference DRN-4219522
18 Jul 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4219522 The complaint Mr B is unhappy that NewDay Ltd, trading as Amazon Platinum Mastercard, enabled an unauthorised third-party to gain access to his account and with several aspects of the service he received from NewDay surrounding this matter. What happened On 28 January 2022, Mr ... (3 pages)View decision -
Decision Reference DRN-4032861
18 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4032861 The complaint Mr P and Mr G complain that Advantage Insurance Company Limited mishandled a claim on a motor insurance policy. What happened Mr P or his mother had a small hatchback car, first registered in about 2018. For the year from mid-August 2021, Mr P had the car insured ... (4 pages)View decision -
Decision Reference DRN-4253186
18 Jul 2023 Tesla Financial Services Limited UpheldConsumer CreditDRN-4253186 The complaint Mrs L is unhappy with a car supplied under a conditional sale agreement with Tesla Financial Services Limited trading as Tesla Financial Services (‘Tesla’). What happened In December 2022 Mrs L acquired a new car under a conditional sale agreement with Tesla. The ... (6 pages)View decision -
Decision Reference DRN-4116115
18 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4116115 The complaint Ms N complains about how U K Insurance Limited trading as NIG (UKI) handled and settled her claim on her home insurance policy. What happened Ms N is the leaseholder of a property that benefits from a home insurance policy that’s underwritten by UKI. In February 2... (4 pages)View decision -
Decision Reference DRN-4211788
18 Jul 2023 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4211788 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Redline Finance was of an unsatisfactory quality. What happened In June 2022, Mr C was supplied with a used car through a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-4252981
18 Jul 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4252981 The complaint Mrs M is unhappy with what happened when she returned a car financed by a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance. Mrs M says she thought she paid a larger deposit than was returned to her. What happened In... (4 pages)View decision -
Decision Reference DRN-4235040
18 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4235040 The complaint Mr O complains that Aviva Life & Pensions UK Limited (Aviva) failed to provide the online service he relied on for his pension plan for a period of five months. And that this caused him financial loss. What happened Mr O has a pension plan with Aviva. He said ... (6 pages)View decision -
Decision Reference DRN-4085205
18 Jul 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4085205 The complaint Miss B complains about the quality of a used car she acquired under a hire purchase agreement (“agreement”) with Blue Motor Finance Ltd (“BMFL”). What happened On 8 September 2020 the car was subject to an MOT test (recorded milage 51,301). An MOT test certificate... (4 pages)View decision -
Decision Reference DRN-4230799
18 Jul 2023 U K Insurance Limited UpheldInsuranceDRN-4230799 The complaint Ms X complains about the way that U K Insurance Limited (UKI) dealt with her various home insurance and home emergency claims for water damage to her property. What happened Ms X has a number of medical issues and should be regarded as a vulnerable consumer. She m... (6 pages)View decision
