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 121262 results
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Decision Reference DRN-3458087
17 Aug 2022 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-3458087 The complaint Mrs S is unhappy that a car supplied to her under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Aston Martin Financial Services (BMW) was of an unsatisfactory quality. She’s also unhappy that interest was charged on a payment deferr... (5 pages)View decision -
Decision Reference DRN-3653749
17 Aug 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3653749 The complaint Mr B and Mr M’s complaint is about the level of service they received when they made a mortgage application to Barclays Bank UK PLC in 2021. They have said they were told they would be eligible for rates available to premier banking customers, but when they applie... (6 pages)View decision -
Decision Reference DRN-3653599
17 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3653599 The complaint Miss M complains that Bank of Scotland plc, trading as Halifax, won’t reimburse the funds she lost when she fell victim to a cryptocurrency investment scam. What happened Miss M was looking for an investment opportunity and, in February 2020, was contacted by a re... (4 pages)View decision -
Decision Reference DRN-3400362
17 Aug 2022 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3400362 The complaint Mr C complains that Aviva Life & Pensions UK Limited (Aviva) misrepresented to him the spouse’s benefits payable from his policy on death. What happened Mr C said his financial adviser received confirmation in 2012 that in the event of his death his long-term ... (3 pages)View decision -
Decision Reference DRN-3645190
17 Aug 2022 H.P.A.S. Limited UpheldConsumer CreditDRN-3645190 The complaint Miss G complains about H.P.A.S Limited, trading as Safestyle (U.K) (HPAS) and the data breach that saw some of her personal information sent to another customer in error. What happened In February 2022, Miss G was contacted by another customer of HPAS unknown to h... (3 pages)View decision -
Decision Reference DRN-3614371
17 Aug 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3614371 The complaint Mr K complains that TSB Bank plc blocked his account and refused to release his funds. Mr K would like substantial compensation. What happened Mr K had an account with TSB. On 20 October 2020 Mr K received an HMRC payment into the account of £3,119. TSB requested ... (3 pages)View decision -
Decision Reference DRN-3429046
17 Aug 2022 Happy Customers Group Ltd UpheldConsumer CreditDRN-3429046 The complaint Mr P complains about a conditional sale agreement he has with Happy Customers Group Ltd trading as Pay As You Go Carpets (“HCGL”). What happened In September 2020 Mr P entered into a conditional sale agreement with HCGL. Under this agreement HCGL was meant to supp... (3 pages)View decision -
Decision Reference DRN-3478724
17 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3478724 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (HSBC) won’t refund the money they lost when they were the victims of a scam. What happened The payments in this case were made from an account in Mr and Mrs P’s name but Mr P dealt with the scammer and the payments, so ... (6 pages)View decision -
Decision Reference DRN-3604934
17 Aug 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3604934 The complaint Mr and Mrs H have complained about a delay in the service they received from Admiral Insurance (Gibraltar) Limited (Admiral) under the Home Emergency section of their Home Insurance policy. References in this decision to Admiral include its claims managers and con... (3 pages)View decision -
Decision Reference DRN-3653455
17 Aug 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3653455 The complaint A company, that I’ll call G, complains that AXA Insurance Plc (AXA) has declined a claim made under its commercial and residential landlords insurance policy. What happened G made a claim to AXA for damage caused to a property they own. AXA appointed a surveyor to... (2 pages)View decision
