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 125716 results
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Decision Reference DRN-4359512
29 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4359512 The complaint Mr and Mrs B’s complaint is about a mortgage they had with Barclays Bank UK PLC. They are unhappy that Barclays mis-managed an interest rate switch on the mortgage and so they paid over £3,000 of additional interest before the mortgage was paid off. In addition, t... (4 pages)View decision -
Decision Reference DRN-4243197
28 Sep 2023 Ald Automotive Limited UpheldConsumer CreditDRN-4243197 The complaint Mrs C complains about a car she hired from ALD Automotive Limited, trading as Kia Contract Hire (“Kia”). What happened In March 2020 Mrs C hired a brand new car from Kia for four years, under a regulated hire agreement. The car’s cash price was £25,940. There was ... (3 pages)View decision -
Decision Reference DRN-4370971
28 Sep 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4370971 The complaint Mr M and Mr S complain that Barclays Bank UK PLC caused delays with their application for a consumer buy to let mortgage and the valuation carried out on its behalf was incorrect. They ask for compensation of about £12,000. What happened Mr M and Mr S had a reside... (4 pages)View decision -
Decision Reference DRN-4374320
28 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4374320 The complaint Mrs B and Miss B have complained about the fact Admiral Insurance (Gibraltar) Limited failed to properly update Miss B’s licence details under a car insurance policy when she passed her driving test. What happened Mrs B called Admiral to let them know Miss B had p... (2 pages)View decision -
Decision Reference DRN-4344676
28 Sep 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4344676 The complaint Mr C complains about the settlement he received from Admiral Insurance (Gibraltar) Limited after he made a claim under his motor insurance policy. What happened In April 2023, Mr C made a claim under his motor insurance policy with Admiral after his car was stolen... (2 pages)View decision -
Decision Reference DRN-4340484
28 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4340484 The complaint Mr B and Mrs B have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under a home insurance policy. What happened Mr B and Mrs B contacted Lloyds to make a claim for storm damage. Lloyds declined the claim for the external d... (3 pages)View decision -
Decision Reference DRN-4214004
28 Sep 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4214004 The complaint Miss W is unhappy with Lloyds Bank General Insurance Limited’s (Lloyds) handling of a claim for storm damage made under her buildings insurance policy. Any references to Lloyds include its agents. What happened In November 2022, Miss W made a claim to Lloyds, say... (4 pages)View decision -
Decision Reference DRN-4271622
28 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4271622 The complaint Mrs S complains that HSBC UK Bank Plc (HSBC) defaulted her account. What happened Mrs S had a credit card from HSBC. In 2022, she was made redundant and couldn’t easily find another job. She ran into financial difficulty and in January 2023, HSBC agreed a payment ... (3 pages)View decision -
Decision Reference DRN-4341768
28 Sep 2023 Vitality Corporate Services Limited UpheldInsuranceDRN-4341768 The complaint Mrs L complains that, when her policy with Vitality Corporate Services Limited (“Vitality”) renewed, she stopped receiving its partner reward vouchers. She says she received poor service when she tried to resolve the matter. What happened Mrs L has a whole of life... (2 pages)View decision -
Decision Reference DRN-3873948
28 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3873948 The complaint Mrs A complains that HSBC UK Bank Plc won’t refund money she lost to a scam. What happened Mrs A fell victim to an investment scam. She believed that a third party was helping her to successfully trade cryptocurrency. Under instructions from the fraudster and allo... (3 pages)View decision
