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 121479 results
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Decision Reference DRN-3880157
4 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3880157 The complaint Miss B complains about an HSBC UK Bank Plc data breach when dispatching her debit card. What happened I issued my provisional decision on this complaint on 6 December 2022. This is what I said: What happened In the past, Miss B had held a joint HSBC account with h... (4 pages)View decision -
Decision Reference DRN-3836588
3 Jan 2023 The Royal Bank of Scotland Plc UpheldInsuranceDRN-3836588 The complaint Mr F has complained about the way in which The Royal Bank of Scotland Plc (RBS) resolved the mis-sale of some payment protection insurance (PPI) policies. What happened Mr F complained to RBS about the sale of PPI on a series of loans. RBS agreed the PPI policies ... (2 pages)View decision -
Decision Reference DRN-3791811
3 Jan 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-3791811 The complaint Miss B complains that Aioi Nissay Dowa Insurance UK Limited won’t take responsibility for the fitting of a telematics box installed for her motor insurance policy. She wants it to reimburse her costs caused because of this. What happened Aioi Nissay Dowa’s technic... (2 pages)View decision -
Decision Reference DRN-3879544
3 Jan 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3879544 The complaint Mrs L complains about a decision by Clydesdale Bank Plc, trading as Virgin Money, not to uphold a claim she made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint in December 2... (5 pages)View decision -
Decision Reference DRN-3794423
3 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3794423 The complaint Miss J complains that NewDay Ltd (“NewDay”), irresponsibly granted her an Aqua credit card account she says she couldn’t afford to repay. What happened Miss J entered into an agreement with NewDay to have access to credit with an Aqua account that was first opened... (2 pages)View decision -
Decision Reference DRN-3744334
3 Jan 2023 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3744334 The complaint Mr G says the advice given and the arrangements made by Portal Financial Services LLP (Portal), to switch his personal pensions into a Novia Self-invested Personal Pension (SIPP) and the investments recommended was unsuitable. What happened In 2014 Mr G was introd... (9 pages)View decision -
Decision Reference DRN-3878058
3 Jan 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3878058 The complaint Mr N complains about damage charges and an excess mileage charge Mercedes-Benz Financial Services UK Limited (“MBFS”) is asking him to pay. What happened In June 2018 Mr N entered into a hire purchase agreement (“agreement”) with MBFS for a new car costing £34,295... (7 pages)View decision -
Decision Reference DRN-3879430
3 Jan 2023 U K Insurance Limited UpheldInsuranceDRN-3879430 The complaint Mr A complains that UK Insurance Limited (UKI) unfairly avoided his home insurance policy after he made a claim. References to UKI include its agents. What happened In early 2020, Mr A took out a home insurance policy with UKI. The policy was renewed in March 2021... (3 pages)View decision -
Decision Reference DRN-3878969
3 Jan 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3878969 The complaint Miss T complains that TSB Bank plc unfairly declined to refund transactions she didn’t recognise. What happened What Miss T says At the time of the disputed transactions, Miss T had a TSB savings account. She didn’t use it often because she was saving for a mortga... (6 pages)View decision -
Decision Reference DRN-3612223
3 Jan 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3612223 The complaint Mr H complains Everyday Lending Limited trading as GeorgeBanco.com irresponsibly lent to him. Mr H is represented by a claims management company. For ease of reference I’ll refer to all submissions as if they were made directly by him. What happened Everyday Lendi... (3 pages)View decision
