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 4196 results
-
Decision Reference DRN8224854
30 Sep 2014 Barclays Bank Plc Not upheldBanking and creditMr and Mrs K complain that Barclays Bank Plc unfairly closed their personal and business accounts and also registered information against them with a fraud prevention database.backgroundBarclays wrote to Mr and Mrs K to tell them that it was unwilling to continue as their bankers, and... (1 page)View decision -
Decision Reference DRN6404857
9 Aug 2016 Volkswagen Financial Services (UK) Limited Not upheldBanking and creditMr R complains about errors in the hire purchase agreement for a car he has with Volkswagen Financial Services (UK) Limited. backgroundMr R took out a hire purchase agreement with Volkswagen. It wrote to him explaining that it wanted to modify the agreement and change... (2 pages)View decision -
Decision Reference DRN-2834579
28 Jun 2021 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-2834579 The complaint Mr P complains that Sainsbury’s Bank Plc failed to send him account statements which resulted in a default being unfairly registered on his credit file. What happened Mr P says he didn’t receive regular credit card account statements from Sainsbury’s and as a resu... (3 pages)View decision -
Decision Reference DRN-3274192
8 Feb 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3274192 The complaint Miss M has complained through a representative that she wasn’t provided with a hard copy of the policy document for the breakdown policy Hastings Insurance Services Limited arranged for her. I’ll refer to Miss M’s representative as Mr S. What happened Miss M took ... (3 pages)View decision -
Decision Reference DRN-5128043
6 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128043 The complaint Mr R, who is a director of K, complains on their behalf that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr R says he saw an advertisement for an investment with a company I’ll refer to as B, and at... (6 pages)View decision -
Decision Reference DRN-3461099
28 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3461099 The complaint Mr W has complained about a transfer of his Scottish Widows Limited (“SWL”) personal pension to an occupational scheme in 2013. Mr W’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed in ... (5 pages)View decision -
Decision Reference DRN0076257
11 Feb 2020 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Calpe Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and charged him for another driver’s costs following a collision.background Mr A was involved in an accident with another driver. He made a claim, but Calpe then found that h... (3 pages)View decision -
Decision Reference DRN8743404
8 May 2019 Omni Capital Retail Finance Limited Not upheldBanking and creditMr R complains that Omni Capital Retail Finance Limited (“Omni”) have refused to allow him to cancel a finance agreement for his daughters training, despite the request being made within the relevant cooling off period.He also complains that: they failed to make rea... (3 pages)View decision -
Decision Reference DRN6626382
20 Oct 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr B and his representative are unhappy with the way Calpe Insurance Company Limited has dealt with and settled a claim on his motor insurance policy. backgroundCalpe received notification that Mr B’s car had been involved in an accident and was to blame for what’d ... (3 pages)View decision -
Decision Reference DRN4808646
1 Dec 2020 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society (“Nationwide”) refused his claim for a refund under Section 75 Consumer Credit Act 1974 (“Section 75”). background In May 2018 Mr A attended a presentation, during which a 3-day course was offered. He says he was told that if two people signe... (3 pages)View decision
