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-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-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-3678604
16 Sep 2022 MD Insurance Services Limited UpheldInsuranceDRN-3678604 The complaint G complain that MD Insurance Services Limited unfairly withdrew an offer to provide a buildings warranty for a new build property they had developed. What happened The background to the complaint is well known to both parties, so I’ll provide only a brief summary ... (5 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN2869199
13 Jun 2019 Whitehead Group Limited UpheldInvestment and pensionsMiss A complains that advice from Whitehead Group Limited (‘Whitehead’) to transfer her final salary occupational pension (“OPS”) benefits to a personal pension plan (‘PPP’) in 1994 was not reviewed as part of the industry-wide pensions review directed by the then indu... (5 pages)View decision -
Decision Reference DRN-3491866
7 Jun 2022 Standard Life Assurance Limited Not upheldInvestmentsDRN-3491866 The complaint Mr P complains that Standard Life Assurance Limited won’t consider a claim under a term assurance policy he held with his late wife. What happened Mr and Mrs P met with an independent financial adviser (‘IFA’) in 1999 and agreed to take out the Standard Life polic... (4 pages)View decision -
Decision Reference DRN-3802234
30 Jun 2023 MoneyGram International Limited Not upheldBanking and PaymentsDRN-3802234 The complaint Mrs J complains that MoneyGram International Limited (MoneyGram) won’t refund the money she lost after falling victim to an investment scam. What happened Mrs J was the victim of a scam in which she was told she was investing in a trading platform making trades in... (5 pages)View decision
