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 4269 results
-
Decision Reference DRN0022487
5 Jun 2020 Clydesdale Financial Services Limited Not upheldBanking and creditMiss P complains about a finance agreement with Clydesdale Financial Services Limited T/A Barclays Partner Finance (BPF) that was fraudulently opened in her name.backgroundIn August 2019, Miss P found out she was a victim of fraud. Miss P says she received a letter from BPF letting her kno... (3 pages)View decision -
Decision Reference DRN-3251270
19 Apr 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3251270 The complaint Mr W complains about AXA Insurance UK Plc and their decision to decline his car insurance application. What happened In February 2021, Mr W took a car insurance policy with AXA for a separate car, which I’ll refer to as “Car A”. In June of that year, Mr W submitte... (3 pages)View decision -
Decision Reference DRN-1726586
30 Nov 2020 Ultimate Insurance Solutions Limited Not upheldInsuranceDRN-1726586 The complaint Mr P says he was mis-sold a pet insurance policy by Ultimate Insurance Solutions Limited (UIS) as the limits of the cover were not made clear to him when he bought the policy. What happened Mr P told us that in April 2019 he researched arranging a new pet insuranc... (3 pages)View decision -
Decision Reference DRN7085437
22 Dec 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr B has complained Mercedes-Benz Financial Services UK Limited didn’t sort out the problem he had with his car. background Mr B bought a car in July 2013 and got a TV tuner fitted which cost him an additional £855. He took out a hire purchase agreement with Mercedes... (3 pages)View decision -
Decision Reference DRN-2147098
6 Oct 2020 Caravan Guard Limited Not upheldInsuranceDRN-2147098 The complaint Mr W complains about Caravan Guard Limited (“CGL”) and their insured value of his motorhome. What happened Mr W’s motorhome was stolen from their home address while he weas on holiday, so he made a successful claim on his insurance policy with Insurer R. But he wa... (3 pages)View decision -
Decision Reference DRN8472157
25 Oct 2016 UK Insurance Limited Not upheldInsurance (excluding PPI)Miss R has complained that U K Insurance Limited (UKI) incorrectly repaired her car under her breakdown assistance policy. References to UKI include the actions of their agents.background Miss R broke down in February 2016 and called UKI. UKI replaced her car’s battery ... (3 pages)View decision -
Decision Reference DRN-2980158
30 Mar 2022 TSB Bank plc UpheldBanking and PaymentsDRN-2980158 The complaint Mr S complains he was unable to set up online banking with TSB Bank plc (TSB). What happened Mr S says in May 2020 with the help of his daughter, he attempted to set up an online banking facility with TSB so he could access his bank accounts, rather than visiting ... (3 pages)View decision -
Decision Reference DRN9311579
15 Oct 2015 HSBC Bank plc Not upheldBanking and creditMrs W has complained that HSBC Bank Plc (“HSBC”) mis-sold an HSBC Plus (known as HSBC Advance since 2010) packaged bank account to her in 2007. She pays a monthly fee for the account and is offered several benefits in return.Mrs W has used a claims management co... (4 pages)View decision -
Decision Reference DRN-3567133
14 Sep 2022 Plata Finance Limited Not upheldConsumer CreditDRN-3567133 The complaint Mr T is unhappy that Zopa Limited recorded a default marker on his credit file at the credit reference agencies. He would like them to remove it. What happened Mr T was granted a loan of £5,000 by Zopa in February 2020 over a term of five years with monthly repaym... (3 pages)View decision -
Decision Reference DRN6128061
19 Dec 2013 Barrington Lewis Limited UpheldBanking and creditMr H complains that Barrington Lewis Limited failed to distribute his payments to his creditors as agreed.backgroundIt appears Mr H entered into a combined claims management and debt management agreement with Bankfair Limited at the beginning of 2010. A full copy of the signed agreement... (4 pages)View decision
