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 DRN-4195508
27 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4195508 Complaint Mr R is unhappy that HSBC UK Bank Plc didn’t do more to help him when he was the victim of a scam. He has brought this complaint with the assistance of a representative, but for simplicity’s sake I’ve referred to Mr R throughout. Background Between late 2019 and mid-2... (6 pages)View decision -
Decision Reference DRN-2585950
19 Feb 2021 Provident Personal Credit Limited UpheldConsumer CreditDRN-2585950 The complaint Miss F complains that she does not think that Provident Personal Credit Limited, trading as Satsuma, should charge her interest on an approved loan as she was denied the opportunity to cancel that loan. Miss F says that she did not sign or approve the contract at... (5 pages)View decision -
Decision Reference DRN-4138904
28 Jul 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4138904 The complaint Miss D complains National Westminster Bank Plc has not helped her in a dispute over money she paid using her debit card for a course of dental alignment. Miss D considers she has been the victim of a scam. What happened A considerable amount of evidence has been s... (5 pages)View decision -
Decision Reference DRN-4887123
8 Jul 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4887123 The complaint Mr C complains that Watford Insurance Company Europe Limited mishandled his claim on a commercial vehicle insurance policy. What happened Mr C was a decorator. The subject matter of the claim and the complaint is a van, first registered in about 2013. Mr C acquire... (7 pages)View decision -
Decision Reference DRN-3573663
29 Jul 2022 GE Money Home Lending Limited Not upheldConsumer CreditDRN-3573663 The complaint Mrs B and Mr B complain that GE Money Home Lending Limited (GE Money), unfairly turned down their claim under the Consumer Credit Act (CCA). What happened Mrs B and Mr B bought a timeshare membership from a company, (Company A) in May 2004. The timeshare cost £11,... (6 pages)View decision -
Decision Reference DRN-3490040
26 May 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3490040 The complaint Mrs D complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs D is represen... (8 pages)View decision -
Decision Reference DRN1930679
2 Mar 2020 FirstRand Bank Limited UpheldBanking and creditMr C complains that a used car he got with finance provided by FirstRand Bank Limited (trading as MotoNovo Finance) is of unsatisfactory quality. Mr C has been represented at times by a third party but I’ve referred to anything that’s been said on his behalf as if Mr C had said it himself,... (5 pages)View decision -
Decision Reference DRN-2663364
9 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2663364 The complaint Mrs G has complained that Admiral Insurance Company Limited (Admiral) has both undervalued her vehicle and imposed a proportional settlement of this valuation following a total loss claim when her van was deemed a write-off after an accident. What happened Mrs G w... (5 pages)View decision -
Decision Reference DRN5045917
5 Jun 2020 Zurich Assurance Ltd Not upheldInvestment and pensionsMr W has complained that Zurich Assurance Ltd won’t allow him to transfer his pension with them to an overseas pension plan as he’s not able to provide a UK National Insurance number, or confirmation that HMRC is unable to issue him with one.background Mr W, who isn’t a UK citizen, took ou... (5 pages)View decision -
Decision Reference DRN-3088707
7 Mar 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3088707 The complaint Mr K and Mrs K have complained about the way Shawbrook Bank Limited (“Shawbrook”) has dealt with a claim they made under section 75 of the Consumer Credit Act 1974 (“s.75”). Background In June 2016 Mr K and Mrs K entered into an agreement for the supply and instal... (6 pages)View decision
