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 4569 results
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Decision Reference DRN-3025344
2 Nov 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-3025344 The complaint Mr H (represented by his solicitor, Mr L) says Admiral Insurance Company Limited wrongly declined the claim he made on his motor insurance policy after his car was stolen. What happened Mr H bought a car that was on sale for £15,000 from a private seller for £12,8... (6 pages)View decision -
Decision Reference DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN-3317344
22 Feb 2022 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-3317344 The complaint Mr I has raised a number of concerns over the arrangements relating to a car he acquired using a hire-purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”). What happened In July 2018 Mr I got a used BMW X6 he’d seen at a dealership. The arrangemen... (5 pages)View decision -
Decision Reference DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)View decision -
Decision Reference DRN-3184839
28 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3184839 The complaint Mr M complains that Barclays Bank UK PLC failed to refund transactions he didn’t recognise. What happened Mr M explained that he received two calls that appeared to be from Barclays and was suspicious because they asked for his three-digit security number from the... (4 pages)View decision -
Decision Reference DRN-3810885
28 Nov 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3810885 The complaint Mr D complains The Royal Bank of Scotland Plc (RBS) wouldn’t accept a Continuing Power of Attorney (CPOA) from him. Mr D brings this complaint with the assistance of his attorneys who are also his parents. For ease of read I shall mostly refer to these representat... (4 pages)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN2290498
6 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr L complains that after his car was damaged, Tesco Underwriting Limited: voided his motor insurance policy – that is cancelled it from the outset; and scrapped his car without paying him the full value of his car.background I set out the circumstances leading to this complaint, and ... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision
