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 DRN4043172
11 Jun 2018 HSBC Bank plc Not upheldBanking and creditMr H complains that HSBC Bank Plc hasn’t done a chargeback request for him.backgroundMr H said that between May and December 2016, he made a number of payments to a merchant that he then understood to be a binary options broker. The amounts he transferred totalled £41,... (4 pages)View decision -
Decision Reference DRN3971607
4 Sep 2019 British Gas Insurance Limited UpheldInsurance (excluding PPI)Mrs P complains that British Gas Insurance Limited (BG) won’t pay her claim under her Homecare insurance policy. My references to BG include its agents.backgroundMrs P has Homecare insurance with BG that includes plumbing cover.On 3 March 2018 after heavy snowfalls a pipe burst at Mrs P’s ... (3 pages)View decision -
Decision Reference DRN-4307402
17 Nov 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-4307402 The complaint Mr S complains that Advantage Insurance Company Limited (Advantage) unfairly avoided his motor insurance policy and refused to pay his claim. What happened Mr S took out a motor insurance policy with Advantage through an online price comparison website. When his c... (3 pages)View decision -
Decision Reference DRN-4997762
25 Nov 2024 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4997762 The complaint Mr O is unhappy with RBS Collective Investment Funds Limited. When his Child Trust Fund (CTF) matured Mr O struggled to set up another account to transfer the money from his CTF. What happened Mr O made several attempts to set up an account so he could transfe... (2 pages)View decision -
Decision Reference DRN6636105
17 Aug 2015 Redcats (Brands) Limited Not upheldBanking and creditMiss M had a catalogue account with Redcats (Brands) Limited, trading as La Redoute. She complains that La Redoute defaulted this account and placed adverse information on her credit file. She says that she did not receive any correspondence about an outstanding balance,... (2 pages)View decision -
Decision Reference DRN6327164
26 Apr 2016 TSB Bank plc UpheldBanking and creditMiss C complains that TSB Bank plc has wrongly returned unpaid a number of direct debits. She wants compensation.backgroundOur adjudicator recommended that this complaint be upheld. Having checked with a number of Miss C’s creditor’s she found that there had been ... (2 pages)View decision -
Decision Reference DRN-2779511
2 Jul 2021 ATLANTA 1 INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-2779511 The complaint Mr B complains that Atlanta1 Insurance Services Limited applied charges when he cancelled his motor insurance policy after eight days on cover. What happened Mr B wanted to cancel his policy after it had run for eight days. He sent Atlanta an email, but it wanted ... (2 pages)View decision -
Decision Reference DRN0002811
27 Apr 2017 Credit 4 Cars Ltd Not upheldBanking and creditMrs T complains that the car Credit 4 Cars Ltd supplied to her under a hire purchase agreement wasn’t the one described in the agreement,backgroundMrs T entered into a three year HP agreement with Credit 4 Cars in August 2014 for a used car which was then some six a... (2 pages)View decision -
Decision Reference DRN0151294
18 Dec 2013 Mortgage Express Not upheldBanking and creditMr B complains that Mortgage Express did not;1.respond to his request for copies of his loan application and legal charge;2.confirm that a loan was arranged;3. confirm that it had not exploited the time period between completion of the legal charge and its registration at the Land Regis... (2 pages)View decision -
Decision Reference DRN3635668
19 Sep 2019 Bank of Ireland (UK) Plc UpheldBanking and creditMr L and Miss T are unhappy that Bank of Ireland (UK) Plc sent their mortgage offer containing personal information to the wrong address. They want BOI to pay them substantial compensation and monitor their credit file.backgroundMr L and Miss T submitted a mortgage application to BOI in Oc... (3 pages)View decision
