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 125299 results
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Decision Reference DRN-3418830
8 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3418830 The complaint Mr and Ms B complain that Great Lakes Insurance SE hasn’t paid their travel insurance claim and about its service. My references to Great Lakes include its agents. What happened Mr and Ms B had a travel insurance policy insured by Great Lakes dated 4 February 2020... (4 pages)View decision -
Decision Reference DRN-3691518
8 Sep 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3691518 The complaint Miss P was unhappy with Admiral Insurance Company Limited’s handling of her claim. What happened After Miss P had an accident Admiral decided that her car was uneconomical to repair and paid her its market value. But she felt she’d had to do too much to help Admir... (4 pages)View decision -
Decision Reference DRN-3687799
8 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3687799 The complaint Mr J complains that HSBC UK Bank Plc sent his account statements to a third party. What happened Mr J says he was involved in a difficult divorce involving solicitors and court proceedings. He says HSBC told him it had received a court order in which it was ordere... (3 pages)View decision -
Decision Reference DRN-3687513
8 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3687513 The complaint Ms B complains that NewDay Ltd lent to her irresponsibly. What happened In November 2016, Ms B applied to NewDay for a retailer branded credit card. NewDay approved Ms B’s application and agreed a credit limit of £1,000. In or around August 2017, NewDay increased ... (5 pages)View decision -
Decision Reference DRN-3630245
8 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3630245 The complaint Ms G complains about the way that U K Insurance Limited (UKI) handled a claim she made on a travel insurance policy. What happened Ms G holds travel insurance as a benefit of a packaged account with her building society. In October 2018, Ms G was abroad on holiday... (3 pages)View decision -
Decision Reference DRN-3689815
8 Sep 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3689815 The complaint Miss B complains about the level of service she received from Telefonica UK Limited trading as O2 after she made it aware she’d been a victim of fraud. What happened Miss B contacted Telefonica on 12 February 2022 as she suspected someone had applied for lending w... (3 pages)View decision -
Decision Reference DRN-3577837
8 Sep 2022 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-3577837 The complaint Mr K is unhappy with the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied, when he handed back a car he acquired under a hire agreement. What happened In October 2019, Mr K entered into a two-year hire agreement to acquire a new car. The car wa... (3 pages)View decision -
Decision Reference DRN-3660252
8 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3660252 The complaint Mr T is unhappy because HSBC UK Bank Plc (‘HSBC’) did not reimburse the money he transferred to a fraudster. What happened In December 2021 Mr T saw an investment opportunity on social media and contacted the individual who posted it. She said she was a freelance ... (5 pages)View decision -
Decision Reference DRN-3405183
8 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3405183 The complaint Mr and Mrs D complain that Santander UK Plc hasn’t updated their address, closed an account, or sent tax deduction certificates following their requests. What happened Mr and Mrs D held a ‘Not Ordinarily Resident Account’ (NORA) savings account with Santander. A d... (4 pages)View decision -
Decision Reference DRN-3652363
8 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3652363 The complaint Mrs M and Mr M complain that Barclays Bank UK PLC didn’t deal with a claim of fraud on their account and provided poor service. What happened Mrs M explains that she contacted Barclays when she saw five payments of £1,000 made with her card details. She disputed t... (3 pages)View decision
