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 120469 results
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Decision Reference DRN-3610523
19 Aug 2022 HDI Global Specialty SE UpheldInsuranceDRN-3610523 The complaint Mr R complains HDI Global Specialty SE unfairly declined his building warranty claim. What happened Mr R’s new-build property is covered by a ten-year ‘Checkmate Castle 10’ building warranty policy. The cover started in August 2018. Within the first two years of t... (4 pages)View decision -
Decision Reference DRN-3652529
19 Aug 2022 TM Advances Limited UpheldConsumer CreditDRN-3652529 Complaint Mr S has complained that TM Advances Limited (“TM Advances”) provided him with an unaffordable loan. Background TM Advances provided Mr S with a loan of £4,000.00 in May 2018. This loan had an APR of 121.7% and a 45-month term. This all meant the total amount repayabl... (4 pages)View decision -
Decision Reference DRN-3657073
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3657073 The complaint Company A complains about HSBC’s decision to review and block its account. What happened In August 2020, company A sold goods to a third-party customer for around £3,800. The money was transferred to company A’s account, and the goods were delivered the next day. ... (3 pages)View decision -
Decision Reference DRN-3657037
18 Aug 2022 Leeds Building Society UpheldBanking and PaymentsDRN-3657037 The complaint Mr P complains about incorrect advice he was given by Leeds Building Society (Leeds) in relation to the opening of a cash ISA. He feels Leeds have treated him unfairly and have been discriminatory. What happened In late December 2021, Mr P called Leeds to ask abou... (3 pages)View decision -
Decision Reference DRN-3656823
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3656823 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) has refused to refund payments he made to what he believed was a legitimate investments trading company (RTC Finance). Mr L made these payments using his HSBC Visa debit card. What happened The circumstances of this c... (6 pages)View decision -
Decision Reference DRN-3613340
18 Aug 2022 Marsh Finance Ltd UpheldConsumer CreditDRN-3613340 The complaint Mr C is unhappy with the service provided by Marsh Finance Ltd when he settled a hire purchase agreement. What happened In May 2021 Mr C took a hire purchase agreement with Marsh over five years to acquire a used car. In March 2022 Mr C contacted Marsh and asked f... (2 pages)View decision -
Decision Reference DRN-3647988
18 Aug 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3647988 The complaint Mr B complains that National Savings and Investments (“NS&I”) didn’t pay Premium Bond winnings into his bank account between 2019 and 2020. What happened Mr B says he’d been receiving winnings relating to his Premium Bond holding with NS&I into his persona... (4 pages)View decision -
Decision Reference DRN-3542554
18 Aug 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3542554 The complaint Mr H complains about how Fairmead Insurance Limited settled his claim on his holiday home insurance following a flood. What happened Mr H had home insurance for a property he owned and rented out as a holiday let, that was underwritten by Fairmead. In February 202... (4 pages)View decision -
Decision Reference DRN-3642191
18 Aug 2022 Aviva Insurance Limited UpheldInsuranceDRN-3642191 The complaint Mr W has complained that Aviva Insurance Limited avoided (treated it as if it never existed) his motor insurance policy and refused to pay his claim following the theft of his car. What happened Mr W took out a motor insurance policy with Aviva through a broker. W... (3 pages)View decision -
Decision Reference DRN-3277476
18 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3277476 The complaint Mr S complains that HSBC UK Bank Plc won’t refund money he lost as the result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties,... (4 pages)View decision
