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 119142 results
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Decision Reference DRN-3146467
13 Apr 2022 AWP P&C SA UpheldInsuranceDRN-3146467 The complaint Mrs F complains about AWP P&C SA’s handling of her claim about rainwater entering through her roof, under her home emergency policy. What happened In October 2020 Mrs F contacted AWP to make a claim for damage to her home following a period of heavy rain. She ... (3 pages)View decision -
Decision Reference DRN-3340066
13 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3340066 The complaint S, a limited company complains that HSBC UK Bank Plc failed to open a foreign currency account on its behalf. S is represented in its complaint by a director, Mr K. What happened In around mid-July 2021, S enquired with HSBC about opening a foreign currency accoun... (2 pages)View decision -
Decision Reference DRN-3293363
13 Apr 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3293363 The complaint Mr V complains that PayPal (Europe) Sarl et Cie SCA refused to refund him for a purchase that wasn’t delivered to him under its Buyer Protection policy. What happened In mid-2021, Mr V purchased an item online. The next day he received notification from the courie... (3 pages)View decision -
Decision Reference DRN-3186109
13 Apr 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3186109 The complaint Mr S has complained that J D Williams & Company Limited trading as Jacamo irresponsibly lent to him. What happened Mr S opened a shopping account with J D Williams in May 2013. His account limit was initially low - £175. Over the course of the next three years... (3 pages)View decision -
Decision Reference DRN-3386548
13 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3386548 The complaint Mr K complains that HSBC UK Bank Plc have reported adverse information on his credit file. What happened Mr K had a HSBC credit card. When he reported his credit card as lost/stolen, HSBC placed a gone away indicator on his account. This led to his online access t... (4 pages)View decision -
Decision Reference DRN-3401418
13 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3401418 The complaint Mrs K complains that British Gas Insurance Services Limited (“British Gas”) mishandled her claim. The details of this complaint are well known to both parties and have also been set out extensively by the investigator before me, so I don’t intend to repeat everyth... (2 pages)View decision -
Decision Reference DRN-3187278
13 Apr 2022 Morses Club PLC UpheldConsumer CreditDRN-3187278 The complaint Mrs B, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information from Morses, here is a brief table of the three approved loans for Mrs B. Loan Start Date End Date Capital Amount Interest amount Term Repa... (4 pages)View decision -
Decision Reference DRN-3209965
13 Apr 2022 One Insurance Limited UpheldInsuranceDRN-3209965 The complaint Mr B has complained about his motor insurer One Insurance Limited in respect of how it handled a claim he made when his car was stolen. What happened Mr B’s car was stolen and recovered in March 2020, and One Insurance took it in for repair. In June 2020 One Insur... (2 pages)View decision -
Decision Reference DRN-3430386
12 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3430386 The complaint Mr H complains that Nationwide Building Society didn’t process a chargeback for him when he requested it. And it didn’t do enough to help him send the information it needed to process the chargeback. What happened I issued my provisional decision on this case – it... (3 pages)View decision -
Decision Reference DRN-3388030
12 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3388030 The complaint Mr B complained that Loans 2 Go Limited lent to him irresponsibly and provided him with an unaffordable loan. What happened Loans 2 Go provided a loan to Mr B as follows: Date taken Amount Term Monthly repayment Total amount repayable over loan term Date repaid 3/... (4 pages)View decision
