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-4041291
21 Apr 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4041291 The complaint Mr T complains about Admiral Insurance (Gibraltar) Limited’s handling of his car insurance claim. What happened Mr T had car insurance underwritten by Admiral. He made a claim after he was very unfortunately involved in an accident in early October 2022. Admiral a... (4 pages)View decision -
Decision Reference DRN-4090011
21 Apr 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4090011 The complaint Mr and Mrs M complain that HSBC UK Bank Plc offered them a mortgage, but when they asked for a little more lending, said it would no longer lend to them at all. They say they’re paying much more on the mortgage they got elsewhere, as mortgage rates rose in this ti... (3 pages)View decision -
Decision Reference DRN-4090186
21 Apr 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4090186 The complaint Mr B complains about the service he received from Clydesdale Bank Plc trading as Virgin Money in relation to an outstanding balance on his credit card account. What happened Mr B held a credit card account with Virgin Money. In 2022 he received letters about an ou... (4 pages)View decision -
Decision Reference DRN-4043169
21 Apr 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4043169 The complaint Mr W complains about the quality of a car he has been financing through an agreement with Marsh Finance Ltd, who I’ll call Marsh. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on ... (2 pages)View decision -
Decision Reference DRN-4024402
21 Apr 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4024402 The complaint Mrs R is unhappy that Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG (HSV) declined her accidental damage claim under her furniture warranty. What happened Mrs R took out a five-year insurance policy to cover accidental damage and staining w... (3 pages)View decision -
Decision Reference DRN-4091002
21 Apr 2023 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4091002 The complaint Miss R complains Ikano Bank AB (publ) didn’t set up the direct debit for repayments to her loan, leading to her going into arrears with a default ultimately being recorded. I can see a representative supported Miss R in bringing this complaint, but for simplicity ... (4 pages)View decision -
Decision Reference DRN-4040942
21 Apr 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4040942 The complaint Ms T complains that Barclays Bank UK PLC (Barclays) restricted access to funds in her account and then closed the account. She would like more compensation than the £250 Barclays has offered. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-4000991
21 Apr 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4000991 The complaint Ms O has complained about the quality of a car she acquired, using finance from BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (‘BMWFS’). What happened In July 2021, Ms O entered into a hire purchase agreement with BMWFS, for a new car.... (2 pages)View decision -
Decision Reference DRN-3931009
21 Apr 2023 Right Choice Insurance Brokers Ltd UpheldInsuranceDRN-3931009 The complaint Mr S has complained about his car insurance broker Right Choice Insurance Brokers Ltd regarding its actions in respect of a policy he set up via it. What happened Mr S arranged cover via Right Choice in July 2022, to commence on 9 August 2022. Shortly after making... (2 pages)View decision -
Decision Reference DRN-4090413
21 Apr 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4090413 The complaint Mr L is unhappy with the service provided by Nationwide Building Society following several declined credit card transactions. What happened Mr L attempted to book a hire car using an online broker/comparison site. He tried to pay using his Nationwide credit card b... (4 pages)View decision