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 128535 results
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Decision Reference DRN-3853831
25 Apr 2023 QIC Europe Ltd UpheldInsuranceDRN-3853831 The complaint Mr and Mrs M complain QIC Europe Ltd have unfairly declined their buildings insurance claim. All references to QIC also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Ins... (2 pages)View decision -
Decision Reference DRN-4066697
25 Apr 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4066697 The complaint Mr F complains about the quality of a car he has been financing through an agreement with Blue Motor Finance Ltd, who I’ll call “BMF”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focu... (3 pages)View decision -
Decision Reference DRN-4090055
25 Apr 2023 Retail Money Market Ltd UpheldConsumer CreditDRN-4090055 The complaint Mrs P is unhappy she’s being held liable for a loan taken out in her name through Retail Money Market Ltd (RateSetter) as part of a scam. She’s also concerned about how the loan has been reported on her credit file. What happened The background to this complaint i... (3 pages)View decision -
Decision Reference DRN-3988222
25 Apr 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3988222 The complaint Mr S is unhappy with Mulsanne Insurance Company Limited’s decision to decline his claim. What happened Mr S had motor insurance with Mulsanne. He had an accident on 24 April 2022 and his car was deemed uneconomical to repair. An independent engineer assessed the d... (2 pages)View decision -
Decision Reference DRN-4070880
25 Apr 2023 TM Advances Limited UpheldConsumer CreditDRN-4070880 The complaint Mr D says TM Advances Limited irresponsibly lent to him. What happened Mr D took out a 40-month instalment loan from TM Advances on 27 September 2021. It was for £3000 and the monthly repayments were £249. The total repayable was £9,960. Mr D says TM Advances didn... (3 pages)View decision -
Decision Reference DRN-4085525
25 Apr 2023 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4085525 The complaint Mr F complains that Aviva Life & Pensions UK Limited has turned down an incapacity claim he made on an income protection insurance policy. What happened The background to this complaint is well-known to both parties and so I’m not going to repeat it in detail ... (7 pages)View decision -
Decision Reference DRN-4042199
25 Apr 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4042199 The complaint Mr B complains that Marks &Spencer Financial Services Plc (M&S) have unfairly refused to refund a payment of £4,251.52 made from his credit card in July 2017 that he says he lost as part of an investment scam. What happened The details of this complaint ar... (4 pages)View decision -
Decision Reference DRN-4097210
25 Apr 2023 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4097210 The complaint Ms P complains that The Royal Bank of Scotland Plc (RBS) sent bank statements in her sole name to her ex-husband’s solicitor. What happened In January 2022 solicitors acting for Ms P’s ex-husband sent RBS a court order and request for bank statements for an accoun... (2 pages)View decision -
Decision Reference DRN-4077872
25 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4077872 The complaint M, a limited company, complains that HSBC UK Bank Plc won’t refund payments that were made in error. What happened The director of M explains that he didn’t have access to online banking for M’s account in April 2022. So, he asked a branch to set up payments for a... (3 pages)View decision -
Decision Reference DRN-4088565
25 Apr 2023 Halifax Share Dealing Limited UpheldInvestmentsDRN-4088565 The complaint Mr B complained about the service provided by Halifax Share Dealing Limited (‘HSDL’) during the process of arranging an ISA transfer to a third party. He said HSDL was responsible for a delay during the transfer which had caused him a great deal of worry and resul... (4 pages)View decision