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 4385 results
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Decision Reference DRN-4439877
19 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4439877 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) failed to prevent the use of his identity for fraudulent applications which adversely affected his credit report. What happened Mr G reported that he first noted a problem with his financial situation when he saw two c... (5 pages)View decision -
Decision Reference DRN7765009
16 Jun 2017 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr F’s complaint is about the handling of the cancellation of his motor insurance policy by Be Wiser Insurance Services Ltd.backgroundI issued a provisional decision on this matter in May 2017, part of which is copied below:“Mr F bought his policy in May 2016.In J... (5 pages)View decision -
Decision Reference DRN3752367
3 Jul 2019 Santander UK Plc UpheldPayment protection insurance (PPI)ComplaintMr and Mrs P say Santander UK Plc (trading at the time as Alliance & Leicester) mis-sold them a payment protection insurance (PPI) policy for their mortgage.BackgroundThis complaint is about a PPI policy taken out with a mortgage in late 1997. It was ... (3 pages)View decision -
Decision Reference DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 pages)View decision -
Decision Reference DRN-1852052
25 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-1852052 The complaint Mr K says esure Insurance Limited didn’t deal properly with a claim he made on his motor insurance policy and that it repaired his car when it should have been written-off. What happened On 3 March 2020 Mr K’s car was damaged in an accident. He contacted esure whe... (2 pages)View decision -
Decision Reference DRN-2985799
13 Sep 2021 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2985799 The complaint Mr S has complained about Watford Insurance Company Limited’s decision to decline his claim under his motor insurance policy. What happened Mr S took out a policy with Watford through and an insurance broker in April 2019. He then changed the car insured under the... (3 pages)View decision -
Decision Reference DRN2264578
22 Jun 2018 BUPA Insurance Limited Not upheldInsurance (excluding PPI)Mr A’s complaint is that BUPA Insurance Limited (‘BUPA’) has unfairly changed its terms and so he hasn’t been able to take over his late wife’s health care policy.backgroundMr A’s son has brought the complaint on his behalf. I will reference all points made by ... (2 pages)View decision -
Decision Reference DRN-3095587
8 Oct 2021 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3095587 The complaint Mr J bought a car with the aid of a loan provided by Santander Consumer (UK) Plc. He says that it did not have all the features he was told it would have. Because Santander provided the finance for the car, he says that it is equally liable with the dealership tha... (2 pages)View decision -
Decision Reference DRN4674324
12 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC wrongly assured her that her repayment plan would not result in her loan going into default.backgroundMiss B was experiencing financial difficulty and felt she would not be able to keep up the repayments for the loan she had ... (3 pages)View decision -
Decision Reference DRN9898879
5 Jul 2016 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr J’s complained that One Call Insurance Services Limited didn’t change his motor insurance policy when he told it he’d changed his car. Mr J’s car was impounded by the police. backgroundMr J bought his motor insurance policy with One Call. He changed his car an... (3 pages)View decision
