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 4323 results
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Decision Reference DRN-4580292
1 May 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4580292 The complaint Mr P complains about American Express Services Europe Limited (AESEL) unfairly refusing him access to a promotional offer on his credit card account. What happened Mr P made a purchase using his credit card on 7 September 2023 and expected to benefit from an offer... (2 pages)View decision -
Decision Reference DRN-2099936
19 Aug 2020 Inspop.com Ltd UpheldInsuranceDRN-2099936The complaintMr B complains about the motor insurance policy he took out via Inspop.com Ltd trading asConfused.com.What happenedMr B wanted to take out insurance for his car. He used Confused.com and entered information to generate a number of quotes. He was offered a number of ... (4 pages)View decision -
Decision Reference DRN-1844216
20 May 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-1844216The complaintMrs M complains about a claim made against her under her motor insurance policy she has with Calpe Insurance Company Limited. What happenedOn 17 April 2020 I issued a provisional decision in relation to this complaint. In summary, I thought that Mrs M needed to pay... (3 pages)View decision -
Decision Reference DRN2962339
1 Dec 2015 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss K is unhappy because Admiral Insurance Company Limited won’t pay out on her motor insurance claim after her car was stolen. Admiral won’t pay because the car was cloned. It says Ms K was not the true owner.backgroundMiss K bought a second hand car which was then s... (1 page)View decision -
Decision Reference DRN3642914
20 Feb 2015 Marks & Spencer Financial Services plc Not upheldBanking and creditMr N complains that Marks & Spencer Financial Services plc unfairly closed his credit card account.backgroundMr N had a credit card with M&S. Two cheques were paid into the account and subsequently discovered to be fraudulent. M&S told Mr N that it would allow the account to ... (2 pages)View decision -
Decision Reference DRN2480166
8 Oct 2014 Clydesdale Bank Plc Not upheldBanking and creditMr K complains that Clydesdale Bank Plc (trading as Yorkshire Bank) delayed releasing its charges over his properties, and has lost the title deeds to two of those properties.background Since 1996 Mr K had an overdraft with Yorkshire Bank (‘YB’), which was secured over his ten properti... (1 page)View decision -
Decision Reference DRN8565636
24 Oct 2016 Express Finance (Bromley) Limited Not upheldBanking and creditMr N complains that Express Finance (Bromley) Limited (trading as “Payday Express”) misled him into taking four payday loans.backgroundMr N took out four payday loans with Payday Express prior to December 2013. He says he took out these loans because he saw an advert s... (1 page)View decision -
Decision Reference DRN1765588
27 Apr 2017 Mortgage Express Not upheldBanking and creditMs J complains that Mortgage Express made several errors in the administration of her accounts. Ms J would like to be compensated for those errors.background Ms J wrote to Mortgage Express to make the following complaints: Mortgage Express wrote to her at one of her p... (2 pages)View decision -
Decision Reference DRN-2310558
6 Jan 2021 TSB Bank plc Not upheldMortgagesDRN-2310558 The complaint Mr A has complained that TSB Bank plc wrongly registered an entry against his name on a fraud prevention database following an application he made for a mortgage. To settle the complaint Mr A wants the entry removed and for the bank to pay compensation. What happe... (2 pages)View decision -
Decision Reference DRN-2867412
10 Jun 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2867412 The complaint Mr A and Mr B complain, as trustees of a trust, about the service they received from HSBC Bank UK Plc when setting up internet banking. What happened Mr A and Mr B are trustees of a trust that banks with HSBC. Mr A and Mr B approached HSBC with a view to setting u... (4 pages)View decision
