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 4212 results
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Decision Reference DRN9897285
31 Jan 2017 Santander UK Plc Not upheldBanking and creditMr L’s unhappy that Santander UK Plc won’t remove adverse information he thinks it’s unfairly recorded on his credit file. The information relates to an unauthorised overdraft that Mr L ran up when buying a laptop. He says the retailer told him his Santander debit card ... (2 pages)View decision -
Decision Reference DRN2383877
10 Jan 2019 Mortgage Compare Limited Not upheldBanking and creditMs A complains that Mortgage Compare Limited trading as Mortgage and Insurance Professionals (“MIP”) acted unfairly and unreasonably when acting as her mortgage broker. She wants a county court judgment (“CCJ”) removed from her credit records.backgroundMs A wanted a mortgag... (2 pages)View decision -
Decision Reference DRN7407223
30 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs C complains that HSBC Bank Plc won’t accept she’s a UK resident. And because her daughter is registered as Power of Attorney (“POA”) and lives in the United States (“US”), it insists she completes some US tax paperwork. Mrs C is represented by Ms C.backgroundMs C... (2 pages)View decision -
Decision Reference DRN8405660
5 Sep 2014 Experian Limited Not upheldBanking and creditMr T complains that Experian Limited will not comply with his instruction to remove financial associations with his wife that are showing on his credit report. background Mr T accepts that, for the purposes of credit reference information, some limited registration of financial associat... (2 pages)View decision -
Decision Reference DRN1572392
12 Feb 2019 FirstRand Bank Limited UpheldBanking and creditMr D is unhappy with a car he bought on credit provided by FirstRand Bank Limited.backgroundMr D entered into a hire purchase agreement with FirstRand in March 2017 to finance the purchase of a car. He chose the car in question in reliance on an advert placed on line.... (2 pages)View decision -
Decision Reference DRN1388611
19 Aug 2015 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr A complains that AXA Insurance UK Plc paid a third party claim made under his motor insurance policy despite him saying he wasn’t involved in the incident. He also says that AXA won’t release his No Claims Discount (NCD).backgroundMr A complained immediately af... (2 pages)View decision -
Decision Reference DRN-4763125
26 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4763125 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In November 2018, Mr D fell victim to a scam. He wanted to buy private registration plates and found some for sale on a well-known online platform. He agreed a price,... (2 pages)View decision -
Decision Reference DRN1741168
26 Jun 2013 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr R complains that, following a claim made against his motor insurance policy by a third party, Liverpool Victoria Insurance Company Limited (‘LV’) gave him incorrect information about the incident. Mr R is of the view that this prejudiced his position when the matter went to court.bac... (2 pages)View decision -
Decision Reference DRN0851470
9 Jul 2014 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that CIS General Insurance Limited unreasonably declined a claim he made under his motor insurance policy following an accident.backgroundMr H was involved in a collision with a third party. CIS became concerned about aspects of the third party’s claim so instructed solicit... (2 pages)View decision -
Decision Reference DRN1863629
24 Oct 2014 HSBC Bank plc UpheldBanking and creditMr Q complains that he did not authorise a number of transactions that were made from his account with HSBC Bank Plc. As a result, his account became overdrawn and the bank passed this information to credit reference agencies.background Mr Q said that between May and July 2010 a number... (2 pages)View decision
