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-3422982
8 Apr 2022 Assurant General Insurance Limited UpheldInsuranceDRN-3422982 The complaint Mr S complains that Assurant General Insurance Limited (Assurant) unfairly declined part of his claim for two lost phones under his gadget insurance policy. What happened Mr S has gadget insurance with Assurant through his bank account. This provides cover for two... (4 pages)View decision -
Decision Reference DRN-3340456
8 Apr 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3340456 The complaint Mr J and Mrs J complain that a car they acquired via a hire purchase agreement with Blue Motor Finance Ltd was misrepresented to them by the supplying dealer. What happened In November 2021 Mr and Mrs J wanted to acquire a used car. They had certain criteria that ... (4 pages)View decision -
Decision Reference DRN-3328191
8 Apr 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3328191 The complaint Mrs O complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim on her pet insurance policy due to a pre-existing condition and added a back-dated exclusion clause to her policy. What happened Mrs O said she’d purchased a puppy in April... (3 pages)View decision -
Decision Reference DRN-3418676
8 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3418676 The complaint Mr J has complained that HSBC UK Bank Plc (HSBC) continued charging him excessive amounts for his overdraft when he was in financial difficulty. What happened Our adjudicator thought the complaint should be not upheld. Mr J disagreed with the adjudicator’s opinion... (3 pages)View decision -
Decision Reference DRN-3424038
8 Apr 2022 Black Horse Limited UpheldConsumer CreditDRN-3424038 The complaint Mr O complains about the quality of a used car that was supplied through a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (BHL). What happened The circumstances surrounding this complaint and my initial findings were set ... (5 pages)View decision -
Decision Reference DRN-3416304
8 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3416304 The complaint Mr C complains Barclays Bank UK PLC (“Barclays”) is refusing to refund transactions that were carried out fraudulently on his account by his brother (“Mr D”) who had been impersonating him for over 25 years. Mr C is represented by his partner, Miss K. Where approp... (11 pages)View decision -
Decision Reference DRN-3325217
8 Apr 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3325217 The complaint Mr C complains that Mitsubishi HC Capital (UK) Plc incorrectly reported missed payments on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll ... (2 pages)View decision -
Decision Reference DRN-3242753
8 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3242753 The complaint Ms H and Mr M complain that Barclays Bank UK PLC misled them about the costs of an international money transfer resulting in them receiving less than expected. What happened Ms H and Mr M visited a Barclays Bank in February 2021 to discuss making an international ... (3 pages)View decision -
Decision Reference DRN-3409657
8 Apr 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3409657 The complaint Mr J complains that Moneybarn No. 1 Limited irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2016, Mr J acquired a used car financed by a conditional sale agreement from Moneybarn. Mr J made an advance payme... (3 pages)View decision -
Decision Reference DRN-3416249
8 Apr 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3416249 The complaint Mr R complains that Royal & Sun Alliance Insurance Limited is responsible for mishandling a claim on the insurance policy for his motor vehicle. Where I refer to RSA, I include claims-handlers and others insofar as I hold RSA responsible for their acts or omis... (3 pages)View decision
