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
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Decision Reference DRN4261982
26 Feb 2015 MKDP LLP Not upheldBanking and creditMiss D complains MKDP LLP wrongly recorded a default against her credit file. And she would like compensation for the trouble and upset she experienced as a result. backgroundIn 2013 MKDP contacted Miss D about a debt it had bought from a third party lender. And she became aware tha... (2 pages)View decision -
Decision Reference DRN-4891874
8 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4891874 The complaint Mr C says that HSBC UK Bank Plc lost some of the cash he deposited. What happened On 4 July 2023, Mr C used two cash deposit machines at an HSBC branch. He says he walked in with £18,000 from the sale of one or more vehicles. Mr C was warned by the branch staff th... (4 pages)View decision -
Decision Reference DRN4381407
31 Mar 2014 Clifton Compliance Services Ltd Not upheldInvestment and pensionsMr B’s complaint concerns the advice he received from Clifton Compliance Services Ltd(Clifton) to transfer his existing pension arrangements into a self-invested personal pension(SIPP). He is also unhappy with the events which unfolded following this course of action.backgroundThe back... (6 pages)View decision -
Decision Reference DRN-3347694
6 Apr 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3347694 The complaint X complains that she did not give her consent to Nationwide Building Society (Nationwide) upgrading her account to a fee-paying Flex Plus Account (FPA) in 2017. What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (2 pages)View decision -
Decision Reference DRN1777950
29 Mar 2018 HSBC Bank plc Not upheldBanking and creditMr R complains that HSBC Bank Plc, trading as first direct, will not take responsibility for delay’s he experienced in receiving cashback payments.backgroundMr R complained to first direct about the cashback delays but he says he was told to contact the card scheme o... (2 pages)View decision -
Decision Reference DRN4374249
23 Jan 2018 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr B complains that Royal & Sun Alliance Insurance Plc (RSA) hasn’t returned his excess after a non-fault claim made on his motor insurance policy. He’s also unhappy with its level of customer service and delays in handling the claim.backgroundMr B sais he was in... (2 pages)View decision -
Decision Reference DRN3167014
11 Oct 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr R has complained about Zurich Insurance plc’s handling of a third party claim made against his motor insurance policy.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld. She was satisfied that Zurich had investigated the claim and that there w... (2 pages)View decision -
Decision Reference DRN7271194
31 Jan 2014 Domestic & General Insurance Plc Not upheldInsurance (excluding PPI)Mrs E complains about Domestic & General Insurance Plc’s (“D&G”) refusal to provide cover for a children’s tablet device under an extended warranty insurance policy sold by a third party.background Mrs E’s extended warranty was provided as part of a packaged bank account. She re... (2 pages)View decision -
Decision Reference DRN6011794
7 Aug 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr V complains that AXA Insurance UK plc did not arrange for the proper repair of his car when he made a claim on his motor insurance policy.backgroundMr V’s car left the road after a lorry hit it in the side. AXA arranged for its repair. But Mr V later complained that AXA should have r... (2 pages)View decision -
Decision Reference DRN1876402
23 May 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr Q complains that Tesco Underwriting Limited cancelled his motor insurance policy.backgroundMr Q dealt with a letter from Tesco asking for proof of his no claims discount (NCD). But he says he did not receive letters asking him for further information. Tesco sent a seven-day notice ... (2 pages)View decision
