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 4257 results
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Decision Reference DRN-4027527
21 Mar 2023 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4027527 The complaint Mr O complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled and recorded a notification he made about an incident under his motor insurance policy. What happened Mr O had a motor insurance policy with Admiral covering his car. In June 2022 h... (4 pages)View decision -
Decision Reference DRN4427438
20 Apr 2018 @SIPP LIMITED Not upheldInvestment and pensionsThe complaint concerns the service provided by @SIPP LIMITED (SL) when Ms B, Mr B1 and Mr B2 (the complainants) transferred the pension to another provider. It is submitted that problems with SL providing a lease, insisting on a lengthy contract, delays caused by a... (4 pages)View decision -
Decision Reference DRN-3585674
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3585674 The complaint Mrs G complains that HSBC UK Bank Plc are trying to force her to use technology she does not wish to use in order to verify that her online transactions are genuine. What happened HSBC informed Mrs G that new payment regulations had been introduced to keep custome... (3 pages)View decision -
Decision Reference DRN6016691
22 May 2014 Santander UK Plc Not upheldBanking and creditMrs F says that Santander UK Plc trading as Cahoot acted unfairly in three ways, specifically:-when it increased the interest rate on his flexible loan;-when it withdrew a facility to enable her to borrow further money. She also says that her credit files shows that she has available c... (4 pages)View decision -
Decision Reference DRN-5143086
12 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5143086 The complaint Mr H complains that Black Horse Limited acted unfairly when it repossessed a motorbike that had been supplied to him under a hire purchase agreement it had decided to terminate. What happened In February 2019, Mr H was supplied with a used motorbike through a h... (3 pages)View decision -
Decision Reference DRN-4891115
19 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4891115 The complaint Miss W complains that Barclays Bank UK PLC trading as Barclaycard hasn’t added her 100,000 Avios points welcome offer to her account. What happened In October 2022 Barclaycard were running an Avios points promotional offer. The terms of the offer were as follow... (4 pages)View decision -
Decision Reference DRN7680141
17 Nov 2016 R. Raphael & Sons Plc Not upheldBanking and creditMiss M complains that the car she financed by a hire purchase agreement (HPA) with R. Raphael & Sons Plc (the business) was not of satisfactory quality.backgroundMiss M entered into HPA with the business in August 2015 to finance the acquisition of a used car. At ... (3 pages)View decision -
Decision Reference DRN1558684
29 Jan 2020 Honda Finance Europe Plc Not upheldBanking and creditMrs L complains Honda Finance Europe Plc (Honda) misrepresented a hire purchase agreement she entered into.backgroundIn June 2016, Mrs L took out a hire purchase agreement to acquire a used car. Mrs L says she took out the agreement to enable her son to acquire the vehicle; he has failed a... (4 pages)View decision -
Decision Reference DRN5967092
27 Oct 2020 State Bank Of India (UK) Limited Not upheldBanking and creditMr C complains that the State Bank of India (UK) Limited (SBI) won’t refund payments made using his debit card that he says he didn’t make or authorise. background Mr C disputed 16 transactions totalling over £18,000, which took place over three weeks starting at the end of August 2018. He... (3 pages)View decision -
Decision Reference DRN-3357128
9 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3357128 The complaint Mr T complains that Ageas Insurance Limited (Ageas) has unfairly voided his policy. What happened I issued my provisional decision on this case on 22 February 2022. It was my intention to come to a different outcome to our investigator, and so I wanted to give bot... (4 pages)View decision
