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 118878 results
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Decision Reference DRN-3282428
23 Jun 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3282428 The complaint Ms K and Mr S complain that delays by Barclays Bank UK PLC caused them to lose a favourable interest rate on their new product as the mortgage offer lapsed before they could draw down the loan. They also had to pay a higher interest rate whilst they waited for the... (4 pages)View decision -
Decision Reference DRN-3470766
23 Jun 2022 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-3470766 The complaint Mr and Mrs M complain that CIGNA Life Insurance Company of Europe SA-NV didn’t pay a medical emergency claim they made on an international medical insurance policy. What happened In October 2017, CIGNA sold Mr and Mrs M a ‘Global Health Options’ international medi... (5 pages)View decision -
Decision Reference DRN-3558645
23 Jun 2022 Wesleyan Assurance Society UpheldPensions and AnnuitiesDRN-3558645 The complaint Ms K has complained to Wesleyan Assurance Society (Wesleyan) about the sale of her freestanding additional contribution (FSAVC) plan. Wesleyan has upheld the complaint but Ms K doesn’t agree with the redress methodology it’s used to calculate the loss she’s suffer... (8 pages)View decision -
Decision Reference DRN-3558859
23 Jun 2022 Black Horse Limited UpheldConsumer CreditDRN-3558859 The complaint Mr H complained to Black Horse Limited when he had problems with a car he acquired through a hire purchase agreement. What happened Black Horse entered into a hire purchase agreement for a car with Mr H in January 2020. He let the dealership know shortly afterward... (5 pages)View decision -
Decision Reference DRN-3542825
23 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3542825 The complaint Mr C complains about the way that Barclays Bank UK PLC dealt with direct debits on his account that he didn’t authorise. What happened Mr C says he contacted Barclays about unauthorised new direct debits on his account. He says it didn’t notify him about them bein... (2 pages)View decision -
Decision Reference DRN-3546759
23 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3546759 The complaint Mr B complains about information MotoNovo Finance (MotoNovo) reported to his credit file. What happened Mr B entered a hire purchase agreement with MotoNovo in December 2018 to acquire a used car. In April 2020, Mr B was given a payment holiday because he’d been ... (3 pages)View decision -
Decision Reference DRN-3551324
23 Jun 2022 QIC Europe Ltd UpheldInsuranceDRN-3551324 The complaint Mrs M has complained about QIC Europe Limited’s decision to decline a claim she made under her home and buildings insurance policy for storm damage to a greenhouse. What happened Mrs M made a claim to her insurer, QIC following a storm. She said it had caused dama... (2 pages)View decision -
Decision Reference DRN-3439627
23 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3439627 The complaint Mr T is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What happened On 16 December 2021, Mr T made a payment of £125 towards what he thought was a video game console from a seller on a social media marketplace. Mr T saw the games console ... (4 pages)View decision -
Decision Reference DRN-3555393
23 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3555393 The complaint Mr S complains about the way a chargeback claim was handled by HSBC UK Bank Plc. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr S paid a £250 deposit using his credit card to a car deal... (3 pages)View decision -
Decision Reference DRN-3534723
23 Jun 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3534723 The complaint Mrs C and Mr R complain that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim they made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs C a... (7 pages)View decision
