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
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Decision Reference DRN-3453165
29 Apr 2022 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-3453165 The complaint Mr S complains that Atlanta 1 Insurance Services Limited (trading as Autonet) mishandled his van insurance policy. Where I refer to Autonet, I include employees and others insofar as I hold Autonet responsible for their acts or omissions. What happened On 2 June 2... (5 pages)View decision -
Decision Reference DRN7572660
8 Apr 2020 TSB Bank plc Not upheldBanking and creditMr R complains that TSB Bank plc lost his telephone banking security code. He is unhappy that he has been unable to use telephone banking services.background Mr R called TSB on 2 August 2018 to ask whether a cheque had cleared. He was unhappy that he was not asked for digits from his telep... (4 pages)View decision -
Decision Reference DRN-4735260
27 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4735260 The complaint Mr V complains that HSBC UK Bank Plc unfairly registered a default on his credit file, and they provided him with incorrect information. What happened Mr V says when he was working in England he held a HSBC credit card, and he continued to make repayments when liv... (4 pages)View decision -
Decision Reference DRN0673595
20 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr W has complained that National Westminster Bank Plc (“NatWest”) mis-sold several packaged bank accounts to him under one account number – an Advantage Gold in 1998, an Advantage Gold in 2010 and a Select Platinum in 2013. He paid a monthly fee for the Advantage Gol... (5 pages)View decision -
Decision Reference DRN-2711616
26 Mar 2021 Calpe Insurance Company Limited UpheldInsuranceDRN-2711616 The complaint Miss G has complained that Calpe Insurance Company Limited (Calpe) has refused to settle her motor insurance claim. What happened On 15 December 2019 Miss G was involved in and road traffic accident, there were no other parties or vehicles involved and no third pa... (4 pages)View decision -
Decision Reference DRN-4148637
19 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4148637 The complaint Mr H has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (4 pages)View decision -
Decision Reference DRN-2329672
12 Feb 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-2329672 The complaint Mr M is unhappy about the way National Westminster Bank Plc handled his fraud claim. He’s also unhappy that NatWest closed his account. What happened In April 2019, Mr M was the victim of a distraction fraud. Mr M used his bank card in a machine to pay for parking... (4 pages)View decision -
Decision Reference DRN-2858299
29 Jun 2021 Insurance Factory Ltd Not upheldInsuranceDRN-2858299 The complaint Mr S is unhappy with the amount Insurance Factory Ltd (trading as Lancaster Insurance Services) says he owes after he cancelled his car insurance policy. What happened Mr S took out a car insurance policy through Lancaster – a broker. He applied for the policy thr... (4 pages)View decision -
Decision Reference DRN4626961
28 Mar 2018 Suffolk Life Pensions Limited UpheldInvestment and pensionsMr J has complained to Suffolk Life Pensions Limited about the delay in transferring his Self- Invested Personal Pension (SIPP). He’s also unhappy he’s been charged an annual fee and drawdown fee.background Mr J has a SIPP with a provider (from herein referred to as E) ... (4 pages)View decision -
Decision Reference DRN1769941
3 Jul 2020 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) unfairly terminated his hire purchase agreement for a car.background In October 2016 Mr C acquired a car via a four year hire purchase agreement. Unfortunately, his financial circumstances changed leading to missed pay... (4 pages)View decision
