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 121115 results
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Decision Reference DRN-5258550
24 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5258550 The complaint Miss B is unhappy with how esure Insurance Limited (esure) handled a claim made on her motor insurance policy. Any references to esure include its agents. What happened In September 2023 a named driver on Miss B’s policy was involved in an accident in her car... (4 pages)View decision -
Decision Reference DRN-5348698
24 Feb 2025 TSB Bank plc UpheldConsumer CreditDRN-5348698 The complaint Mr S complains that TSB Bank plc was irresponsible in its lending to him. What happened Mr S was provided with a £8,000 fixed sum loan agreement by TSB in September 2023. The loan term was 60 months and Mr S was required to make monthly repayments of £215.53. H... (4 pages)View decision -
Decision Reference DRN-5269030
24 Feb 2025 BISL Limited UpheldInsuranceDRN-5269030 The complaint Mr B complains about BISL Limited trading as Budget Insurance Services (“BISL”) and the handling of the claim he made following his involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both part... (3 pages)View decision -
Decision Reference DRN-5344670
24 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5344670 Complaint Ms F says Frasers Group Financial Services Limited (trading as “Ace”) irresponsibly increased the credit limit on her catalogue shopping account. Background This complaint is about a catalogue shopping account Ace initially provided to Ms F in January 2012. Due to... (4 pages)View decision -
Decision Reference DRN-5296222
24 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5296222 Complaint Mr H has complained that The Royal Bank of Scotland Plc (“RBS”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our invest... (3 pages)View decision -
Decision Reference DRN-5347610
22 Feb 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5347610 The complaint Mr K has complained about the advice provided to him by AFH Independent Financial Services Limited (‘AFH’). Mr K has stated that the advice to transfer a Scottish Widows Group Personal Pension (‘GPP’) into a Scottish Widows Personal Pension (‘PP’) was unsuitabl... (8 pages)View decision -
Decision Reference DRN-5343062
21 Feb 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5343062 The complaint Mr K complains that Halifax Share Dealing Limited trading as IWeb Share Dealing (“IWeb”) unfairly restricted his access to his trading account. He argues they have incorrectly applied European sanctions regulations and wants his access restored. What happened M... (6 pages)View decision -
Decision Reference DRN-5344421
21 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5344421 The complaint Mr C has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) had incorrectly made reference to cancellation of his home insurance policy. What happened Mr C considered that Admiral purported to cancel a policy that hadn’t been purchased, as he ha... (3 pages)View decision -
Decision Reference DRN-5286372
21 Feb 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5286372 The complaint Ms I and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (20 pages)View decision -
Decision Reference DRN-5349395
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5349395 The complaint Mrs B has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to an impersonation scam, and hasn’t refunded the money she lost. What happened I issued my provisional decision (“PD”) earlier this month explaining why I intended t... (6 pages)View decision
