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 4212 results
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Decision Reference DRN8929224
23 Jul 2018 HSBC Bank plc Not upheldBanking and creditThis complaint is about a mortgage Mr and Mrs K have with HSBC Bank Plc. They’re unhappy that when they remortgaged to HSBC Mrs K was added to the mortgage account, but not added to the property title.backgroundMr and Mrs K applied for a mortgage online with HSBC on... (2 pages)View decision -
Decision Reference DRN-3210118
16 Dec 2021 One Call Insurance Services Limited Not upheldInsuranceDRN-3210118 The complaint Mr A complains that One Call Insurance Services Limited renewed his commercial motor insurance policy without his consent. He wants a refund of the premiums it took from his father, Mr D’s, credit card. Mr D is a named driver on Mr A’s, policy and is representing ... (2 pages)View decision -
Decision Reference DRN7252699
12 Jul 2016 MD Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr C complains that MD Insurance Services Ltd failed to return all the money he’d paid for a building warranty, when he cancelled it. MDIS act for a branded policy but I shall for convenience refer to MDIS throughoutbackgroundMr C arranged through MDIS to obtain a build... (2 pages)View decision -
Decision Reference DRN-4554533
25 Jan 2024 KGM Underwriting Services Limited Not upheldInsuranceDRN-4554533 The complaint Mr N has complained about KGM Underwriting Services Limited trading as KGM Motor (KGM)’s decision to reject a theft claim he made under his car insurance policy. What happened Mr N bought a car insurance policy with KGM in September 2020 which he subsequently rene... (2 pages)View decision -
Decision Reference DRN2294893
23 Jan 2018 Lloyds Bank PLC Not upheldBanking and creditMr O complains that he is being asked to pay charges which he thinks are unfair. He would like Lloyds Bank PLC, trading as Lloyds Bank Cardnet, to refund these to him.Mr O brings this complaint on behalf of his company – T.backgroundAs part of an agreement Mr O h... (2 pages)View decision -
Decision Reference DRN-3302817
9 Feb 2022 Close Brothers Limited UpheldConsumer CreditDRN-3302817 The complaint Mr P complains that Close Brothers Limited, trading as Close Brothers Motor Finance (“Close Brothers”) have made an unreasonable offer to resolve a complaint he made to them. What happened I issued my provisional decision on this complaint in January of this year.... (5 pages)View decision -
Decision Reference DRN-1884769
1 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-1884769 The complaintMr P complains about the service he received from HSBC Bank UK Plc when he bought a used car, transferring money from his HSBC account. What happenedIn July 2019 Mr P agreed to buy a used car in a private sale. He went to see the car and the seller, and they agreed... (2 pages)View decision -
Decision Reference DRN6200856
8 May 2013 HSBC Bank plc Not upheldBanking and creditMr and Mrs N complain about HSBC Bank Plc’s (trading as ‘first direct’) refusal to agree to two requests for a second charge on their property.our initial conclusionsThe adjudicator did not recommend that the complaint be upheld, because first direct was entitled to refuse its... (2 pages)View decision -
Decision Reference DRN-4100290
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4100290 The complaint A company that I’ll refer to as R has complained about Aviva Insurance Limited’s decision to turn down its claim following the theft of an insured vehicle under its Mini Fleet insurance policy, on the basis it did not have an insurable interest in it. R is represe... (3 pages)View decision -
Decision Reference DRN9750719
28 Jul 2014 BISL Limited Not upheldInsurance (excluding PPI)Ms A has complained that she was referred to an accident management company when reporting a claim to BISL Limited, her insurance broker, when she was under the impression that she was claiming through her own motor insurance policy. background Ms A is unhappy that BISL Limited referred... (2 pages)View decision
