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 125399 results
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Decision Reference DRN-4337799
14 Sep 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4337799 The complaint Mrs M has complained that Tesco Underwriting Limited declined her claim for water damage following a leak from her fridge freezer. What happened Mrs M contacted Tesco under her policy in April 2023 when her integrated fridge freezer broke down. Water had leaked ou... (2 pages)View decision -
Decision Reference DRN-4339712
14 Sep 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4339712 The complaint Mrs P complains that Nationwide Building Society failed to set up a direct debit to make payments to her new credit card and failed to provide her with credit card statements. What happened In January 2022 Mrs P opened a credit card account with Nationwide. She di... (2 pages)View decision -
Decision Reference DRN-4344885
14 Sep 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-4344885 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out the proper checks and had it done so it would’ve discovered his poor credit history. What happened Mr P was advanced three lo... (5 pages)View decision -
Decision Reference DRN-4331048
14 Sep 2023 Devitt Insurance Services Ltd UpheldInsuranceDRN-4331048 The complaint Mr M complains that Devitt Insurance Services Ltd unfairly cancelled his motor insurance policy and charged him the full year’s premiums. What happened In February 2023 Mr M took out a motor insurance policy through Devitt. He was asked to provide proof of his no ... (2 pages)View decision -
Decision Reference DRN-4003418
14 Sep 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4003418 The complaint Mr B complains that Metro Bank Ltd hasn’t refunded all the money he lost when he fell victim to a friendship scam in 2021. Mr B has a representative who has made submissions on his behalf, but for clarity in what follows I will refer only to Mr B. What happened In... (6 pages)View decision -
Decision Reference DRN-4188731
14 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4188731 The complaint Mr B complains that esure Insurance Limited hasn’t offered a fair settlement for the total loss of his vehicle after a claim was made on his motor insurance policy. What happened Mr B had an accident in his car, so he made a claim under his motor insurance policy... (3 pages)View decision -
Decision Reference DRN-4309205
14 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4309205 The complaint Mr M complains about the level of service he received when he applied for a credit card with HSBC UK Bank Plc. What happened In December 2022 Mr M applied for a credit card with HSBC. Due to some issues uploading his information to the system Mr M cancelled the ap... (2 pages)View decision -
Decision Reference DRN-4159562
14 Sep 2023 Studio Retail Limited UpheldConsumer CreditDRN-4159562 The complaint Ms B complains that Studio Retail Limited (“Studio”) provided her with increasing credit that she couldn’t afford and which led to her having money problems. What happened In October 2019 Studio approved Ms B for a catalogue shopping account with a limit of £300. ... (3 pages)View decision -
Decision Reference DRN-4208183
14 Sep 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4208183 The complaint Mrs W is a sole trader, trading as L. She complains that Clearbank Limited (trading as Tide) hasn’t refunded money that was lost from L’s account as the result of a scam. Tide branded accounts are provided by Clearbank Limited, but for convenience and clarity in w... (4 pages)View decision -
Decision Reference DRN-4164670
14 Sep 2023 Close Brothers Limited UpheldConsumer CreditDRN-4164670 The complaint Mrs D complains that a car acquired with finance from Close Brothers Limited wasn’t of satisfactory quality. What happened In November 2022 Mrs D was supplied with a car and entered into a conditional sale agreement with Close Brothers. In December 2022 – and with... (3 pages)View decision
