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 4790 results
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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 -
Decision Reference DRN-4179969
30 Jun 2023 One Call Insurance Services Limited Not upheldInsuranceDRN-4179969 The complaint Mrs K is unhappy with how One Call Insurance Services Limited (“One Call”) has administered her car insurance policy. She says she informed it she had points on her licence, but this information wasn’t passed to the insurer resulting in a claim settlement being re... (2 pages)View decision -
Decision Reference DRN6812837
4 Dec 2013 Clydesdale Financial Services Limited Not upheldBanking and creditMr Y complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) allowed someone to take out finance in his name. He says Barclays should remove his name from its records, apologise to him and refund his telephone costs backgroundBarclays wrote to Mr Y sa... (1 page)View decision -
Decision Reference DRN4075436
20 Jun 2013 Black Horse Limited Not upheldBanking and creditMiss A bought a car on hire-purchase through Black Horse Limited in February 2009. She complains that she was misled about its previous owner. She says she only found out it was previously owned by a rental company when she tried to sell it. That sale fell through and she has been una... (5 pages)View decision -
Decision Reference DRN-4481379
19 Dec 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4481379 The complaint Mr P and Mrs P complain about Advantage Insurance Company Limited’s (“Advantage”) handling of their claim under their car insurance policy. Mr P has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to... (4 pages)View decision -
Decision Reference DRN-3297196
3 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3297196 The complaint Mr A complains that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim he made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system he says were misrepresented to him by the supplier. Mr A is represented by his... (6 pages)View decision -
Decision Reference DRN-4038228
24 Mar 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4038228 Complaint Mr H complains that he fell victim to a rogue trader scam, but HSBC UK Bank Plc won’t reimburse him. Background In January 2021, Mr H needed repairs to be carried out in his home. He’d noticed a leak in his bathroom ceiling and so he consulted a popular online directo... (5 pages)View decision -
Decision Reference DRN-1557448
12 Jun 2020 Royal & Sun Alliance Insurance Plc Not upheldInsuranceThe complaint Mr D is unhappy Royal & Sun Alliance Insurance Plc (‘RSA’) avoided his motor insurance policy. This meant his claim for theft wasn’t covered. What happened Mr D bought a car insurance policy with RSA in February 2019. He bought the policy online through a price comparison... (3 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 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