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 4393 results
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Decision Reference DRN-5106459
14 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5106459 The complaint Miss B has complained that First Central Underwriting Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss B took out a motor insurance policy with First Central through an online price... (4 pages)View decision -
Decision Reference DRN8954460
25 Jun 2019 HSBC UK Bank Plc Not upheldBanking and creditMr and Mrs W have complained that HSBC UK Bank Plc (“HSBC”) mis-sold them a fee- paying Advance account.They say they were talked into agreeing to the account when they were on the phone to HSBC discussing a fraud that happened on their credit card.backgroundMr and Mrs W held a fee-free ac... (4 pages)View decision -
Decision Reference DRN9076796
2 Feb 2018 Lloyds Bank PLC Not upheldBanking and creditMr L and Mrs B have complained that Lloyds Bank Plc (“Lloyds”) mis-sold them a fee-paying Platinum packaged bank account.backgroundI issued a provisional decision on this complaint, detailing my thoughts on why the complaint shouldn’t be upheld, on 16 January 2018 and invi... (4 pages)View decision -
Decision Reference DRN-4210840
31 Aug 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4210840 The complaint Mr H complains about Advantage Insurance Company Limited’s handling of his motor insurance claim. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is accountable f... (4 pages)View decision -
Decision Reference DRN-4541404
11 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4541404 The complaint Mrs C complains that Advantage Insurance Company Limited mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a saloon car, made by a premium-brand car maker and first registered in March 2011. It has... (5 pages)View decision -
Decision Reference DRN-1517208
12 Feb 2020 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-1517208 The complaintMr M complains about the way Tesco Personal Finance PLC handled his claim under Section 75 of the Consumer Credit Act 1974. What happenedIn January 2019, Mr M purchased an electric bicycle for £799.99. He paid with his Tesco credit card. The bike developed a fault ... (4 pages)View decision -
Decision Reference DRN-2437377
16 Dec 2020 Calpe Insurance Company Limited UpheldInsuranceDRN-2437377 The complaint Miss N’s unhappy Calpe Insurance Company Limited have turned down her claim on her motor insurance policy – and have avoided the policy as well. A representative has been used to help bring this complaint, but for simplicity I’ll just refer to Miss N in this decis... (4 pages)View decision -
Decision Reference DRN-4703468
2 May 2024 Wakam UpheldInsuranceDRN-4703468 The complaint Mr O complains about how Wakam handled a claim made on his commercial motor insurance policy. What happened Mr O’s car was damaged in an accident, and he made a claim to Wakam. He said he couldn’t contact Wakam and he needed his car for work. So after a few weeks ... (3 pages)View decision -
Decision Reference DRN-5175394
14 Jan 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5175394 The complaint Mrs S complains about the amount Sabre Insurance Company Limited paid to settle a claim she made on her motor insurance policy. What happened Mrs S’s vehicle was damaged after being involved in an accident in October 2023. She tried to contact Sabre to make a ... (4 pages)View decision -
Decision Reference DRN-5534426
16 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5534426 The complaint Mr H and Miss W have complained about the way Shawbrook Bank Limited responded to claims they’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140... (4 pages)View decision
