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 122183 results
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Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-5299073
31 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5299073 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr R entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-5104035
31 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5104035 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (“First Direct”) won’t refund the money he lost when he fell victim to a scam. What happened Mr B invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in August 2019. Mr B’s unders... (7 pages)View decision -
Decision Reference DRN-5299274
31 Jan 2025 Gresham Insurance Company Limited UpheldInsuranceDRN-5299274 The complaint Mr G complains about the repairs Gresham Insurance Company Limited (“Gresham”) arranged when his shower was damaged, under his home buildings insurance policy. Mr G is represented by his daughter, but I’ll refer to Mr G in my decision for ease. What happened ... (4 pages)View decision -
Decision Reference DRN-5296175
31 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296175 The complaint Mrs M is unhappy with the way AXA Insurance UK Plc (AXA) have handled the claim she made under her home insurance policy. What happened The details of this complaint are well known to both parties and so I’ve summarised events. In December 2022 Mrs M submitted ... (4 pages)View decision -
Decision Reference DRN-5298086
31 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5298086 The complaint Mr E complains that St. James’s Place Wealth Management Plc (SJPWM) failed to provide him with any advice or support in relation to his Self-Invested Personal Pension (SIPP) and removed itself as his servicing agent without any prior warning. What happened In 2... (5 pages)View decision -
Decision Reference DRN-5299352
31 Jan 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5299352 The complaint Mr and Mrs D complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their storm claim for damage to their flat roof and internally within their home. Mr and Mrs D were also unhappy with the delays and poor communication received with... (3 pages)View decision -
Decision Reference DRN-5269572
31 Jan 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5269572 The complaint Mr and Mrs B’s complaint is about the actions HSBC UK Bank Plc took to recover an outstanding mortgage debt. Mr and Mrs B believe HSBC put undue pressure on them, as a result of which they accepted a lower price for the property. Mr and Mrs B are also unhappy a... (4 pages)View decision -
Decision Reference DRN-5170944
31 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5170944 The complaint Mr R and Mrs R are unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled the claim they submitted under their home insurance policy. As Mr R has been leading on this complaint, and for ease, I’ve referred to him throughout. What happened... (4 pages)View decision -
Decision Reference DRN-5125095
31 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5125095 The complaint Mr R complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) unfairly charged him for damage on a vehicle he had returned at the end of a hire agreement. What happened In May 2020 Mr R entered into a four-year hire agreement with MBFS for a commerci... (4 pages)View decision
