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 4245 results
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Decision Reference DRN-3306237
29 Sep 2022 Studio Retail Limited UpheldConsumer CreditDRN-3306237 The complaint Miss K complains about how Studio Retail Limited have administered her account with it. What happened Miss K’s complaint centres on how Studio Retail have handled her account. She says errors by Studio Retail have led to a default being unfairly recorded; which ha... (3 pages)View decision -
Decision Reference DRN0954548
27 Mar 2019 Cofunds Limited UpheldInvestment and pensionsMr F complains about Cofunds Limited’s inability to carry out his instructions to transfer assets to his and his sister’s account, which has resulted in loss. background Mr F was the executor, and beneficiary together with his sister, Mrs S, of his late mother’s investme... (3 pages)View decision -
Decision Reference DRN-4072565
3 Jul 2023 Admiral Financial Services Limited UpheldConsumer CreditDRN-4072565 The complaint Miss S has complained about Admiral Financial Services Ltd holding her liable for a debt which she says was the result of ID theft. What happened This complaint surrounds an unsecured personal loan of £10,000, taken out in Miss S’s name in mid-2022. Miss S has exp... (3 pages)View decision -
Decision Reference DRN5212685
11 Apr 2018 Hastings Insurance Services Limited UpheldInsurance (excluding PPI)Mrs B bought a motor insurance policy through Hastings Insurance Services Limited. She complains that she was left driving without insurance as a result of its poor service.backgroundMrs B renewed her policy through Hastings in December 2016. A mid-term adjustment m... (3 pages)View decision -
Decision Reference DRN-3206880
13 Dec 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3206880 The complaint Miss A is unhappy that HSBC UK Bank Plc allowed a current account to be fraudulently opened in her name. She’s also unhappy with how HSBC handled matters after first reporting the fraud and the knock-on effect this caused. What happened Both Miss A and HSBC are ac... (3 pages)View decision -
Decision Reference DRN-4428050
9 Nov 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4428050 The complaint Mrs W complains that she fell victim to a rogue trader scam, but Lloyds Bank PLC won’t refund the payments she made. What happened In December 2022 and January 2023 Mrs W made four faster payments totalling £7,822.16 to a sole trader electrician. Mrs W says the el... (3 pages)View decision -
Decision Reference DRN-5220786
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5220786 The complaint Mr A complains about how Aviva Insurance Limited handled a claim on his motor insurance. Mr A’s policy was sold and is administered by a third party company on Aviva’s behalf. However, Aviva is the policy underwriter, so his complaint is against Aviva. Any refe... (3 pages)View decision -
Decision Reference DRN-3829196
2 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3829196 The complaint Mrs R and Mr R complain about how QIC Europe Ltd settled a claim on their motor insurance policy and disposed of their car’s salvage. Mr R is a named driver on Mrs R’s policy. What happened Mrs R’s car was involved in a collision and declared to be beyond economic... (3 pages)View decision -
Decision Reference DRN-5068042
25 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5068042 The complaint Mrs R complains that Acromas Insurance Company Limited is responsible for delay and damage in connection with her claim on a breakdown insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a campervan, first regist... (3 pages)View decision -
Decision Reference DRN-4054857
16 May 2023 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4054857 The complaint Mrs S complains that Capital One (Europe) plc failed to refund transactions she didn’t recognise. What happened Mrs S saw there were several transactions on her Capital One credit card that she didn’t recognise and spoke to them about it. These unrecognised transa... (3 pages)View decision
