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 DRN-3470646
4 Nov 2022 Studio Retail Limited Not upheldConsumer CreditDRN-3470646 The complaint Mr J complains that he’s not been able to access his account with Studio Retail Limited via its app. What happened In August 2021, Mr J found he couldn’t log on to his account through the Studio app, which made it difficult to make his payments. He says Studio had... (2 pages)View decision -
Decision Reference DRN-4003149
7 Mar 2023 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-4003149 The complaint Mr B has complained about the broker Herts Insurance Consultants Ltd trading as Sterling Insurance Services (Sterling). He says it failed to properly advise him about the market value when he applied for a car insurance policy online through a comparison website. ... (2 pages)View decision -
Decision Reference DRN-4256460
25 Oct 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4256460 The complaint Mr E complains that he wasn’t offered better exchange rates by HSBC UK Bank Plc (HSBC). What happened In January 2023, Mr E made transfers from his USD currency account to his GBP Premier account with HSBC. The transfers were: 23 January 2023: USD100,000 24 Januar... (3 pages)View decision -
Decision Reference DRN-4421297
6 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4421297 The complaint Mr M1 complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline claims made on his motor insurance policy. What happened Mr M1 held a motor insurance policy, underwritten by LV. Mr M2, the son of Mr M1, was listed as a named... (4 pages)View decision -
Decision Reference DRN-4222324
4 Jul 2023 Wakam Not upheldInsuranceDRN-4222324 The complaint Mr C complains that Wakam undervalued his car when handling a claim on his motor insurance policy. Mr C is also unhappy that Wakam didn’t give him the opportunity to retrieve his personal belongings from the car before moving it to a different location. Reference ... (5 pages)View decision -
Decision Reference DRN6224256
2 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr R1 brings this complaint in his capacity as Executor of the estate of his father, Mr R2. His complaint is that Bank of Scotland plc (trading as Halifax) has failed in its duty of care to his mother, Mrs R, when it granted a lifetime equity release mortgage ... (5 pages)View decision -
Decision Reference DRN-3444715
21 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3444715 The complaint Mr G complains that a car he acquired via a conditional sale agreement with Santander Consumer (UK) Plc was mis-sold to him. What happened In January 2019 Mr G saw an advertisement for a used car. The supplying dealer stated that its policy was to provide cars wit... (4 pages)View decision -
Decision Reference DRN7163941
20 Nov 2015 Markerstudy Insurance Company Limited UpheldInsurance (excluding PPI)Mrs O has complained that Markerstudy Insurance Company Limited unfairly cancelled her policy and refused to deal with a claim she made under her motor policy. Mrs O made a claim to Markerstudy following the theft of her car.backgroundMrs O bought a short term moto... (2 pages)View decision -
Decision Reference DRN-3997438
2 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3997438 The complaint Ms A complains that TSB Bank plc unfairly restricted and closed her accounts. What happened Ms A is the owner and director of a company, which I’ll refer to as “M”. Both Ms A and M banked with TSB. Ms A held a current account and savings account with the bank. M o... (3 pages)View decision -
Decision Reference DRN-4899231
28 Aug 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4899231 The complaint Ms O complains that she was mis-sold household warranty policies by Domestic & General Insurance Plc (D&G). What happened Ms O moved into a new home in 2021 and contacted D&G to register the warranties on several new appliances. She says its agent a... (2 pages)View decision