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 4282 results
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Decision Reference DRN-5185207
3 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5185207 The complaint Mr P complains that Wise Payments Limited (Wise) won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and... (3 pages)View decision -
Decision Reference DRN0118013
14 May 2014 Lloyds Bank PLC Not upheldPayment protection insurance (PPI)Mr C complains that Lloyds Bank PLC (Lloyds) mis-sold him a payment protection insurance (PPI) policy when he arranged a credit card with Lloyds in December 1998.backgroundBoth parties agree that this sale took place during a branch meeting and that Lloyds recommended the policy to Mr ... (3 pages)View decision -
Decision Reference DRN4095559
16 Apr 2014 Home Retail Group Insurance Services Limited Not upheldPayment protection insurance (PPI)and backgroundThis complaint relates to the sale of a regular premium Payment Protection Insurance (‘PPI’) policy sold in connection with a store card in May 2007. Mr B complains Home Retail Group Insurance Services Limited (‘HRG’) mis-sold the policy.Our adjudicator did not conside... (3 pages)View decision -
Decision Reference DRN8871320
12 Feb 2016 International Insurance Company of Hannover SE Not upheldInsurance (excluding PPI)Mr K has complained about the way International Insurance Company of Hannover SE dealt with a claim it received from a third party under his motor policy.backgroundMr K’s car was reported as being involved in an accident. The other driver and passenger reported the a... (3 pages)View decision -
Decision Reference DRN3609203
12 Dec 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Advantage Insurance Company Limited cancelled his motor insurance policy from the start (voided it) and declined his claim for the theft of his bike. He wants it to uphold the policy and pay the claim.backgroundMr S took out his policy online throug... (3 pages)View decision -
Decision Reference DRN5802989
23 Nov 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Miss H is unhappy Calpe Insurance Company Limited has recorded a claim on her motor insurance policy as being her ‘fault’. She’s also unhappy Calpe is pursuing her for the full cost of the claim as it said she didn’t cooperate with it. backgroundThe terms and condi... (3 pages)View decision -
Decision Reference DRN-3838336
31 Jan 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3838336 The complaint Ms K complains that HSBC UK Bank Plc did not do enough to protect her from the financial harm caused by an investment scam company. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of som... (3 pages)View decision -
Decision Reference DRN-3478504
13 May 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3478504 The complaint Mrs B has complained that Tesco Personal Finance Plc (“Tesco Bank”) has unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr and Mrs B had an existing membership with C and were invited to Tenerife for a “free holi... (9 pages)View decision -
Decision Reference DRN-4628086
23 Feb 2024 The Energy Saving Trust Limited Not upheldConsumer CreditDRN-4628086 The complaint Mr T has complained about the quality of a car he bought using a fixed sum loan agreement from The Energy Saving Trust Limited (EST). What happened EST provided Mr T with £35,000 credit under a fixed sum loan agreement for him to put towards a new plug-in hybrid c... (10 pages)View decision -
Decision Reference DRN1214752
17 Jul 2017 Pinnacle Insurance Plc Not upheldInsurance (excluding PPI)Miss D has complained about the way Pinnacle Insurance Plc dealt with a claim made under her car insurance policy. For the purposes of my decision, any agent acting on behalf of Pinnacle dealing with the claim is one in the same.backgroundMiss D’s car was involved i... (3 pages)View decision
