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 4373 results
-
Decision Reference DRN-3247483
25 Mar 2022 British Gas Insurance Limited Not upheldInsuranceDRN-3247483 The complaint Mrs O is unhappy that British Gas Insurance Limited (BG) charged her for renewal of her Homecare boiler cover after the first year. What happened BG installed a new boiler for Mrs O when parts for her existing boiler became obsolete. Mrs O believed she also had a ... (2 pages)View decision -
Decision Reference DRN-4439926
18 Dec 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4439926 The complaint Mr H complains that NewDay Ltd (NewDay) has been unhelpful to him when he has been trying to use and activate his credit card. What happened Mr H has a NewDay credit card account which he opened in January 2021. He never activated or used the card. In March 2023 N... (2 pages)View decision -
Decision Reference DRN-2015819
6 Sep 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2015819The complaintMr C’s son (R) brings a complaint on behalf of his father against HSBC Bank PLC (HSBC). It relates to him providing an Enduring Power of Attorney (EPA) to HSBC in respect of his father, and having done so HSBC freezing his father’s account, resulting in 2 direct deb... (3 pages)View decision -
Decision Reference DRN8809392
16 Jan 2015 Black Horse Limited Not upheldBanking and creditMr L complains about a hire purchase agreement Black Horse Limited is asking him to repay. He says the vehicle that the hire purchase agreement relates to was bought for cash and he should not therefore have to repay the hire purchase agreement. backgroundMr L says he went to a supplier... (2 pages)View decision -
Decision Reference DRN1011063
29 May 2015 MKDP LLP Not upheldBanking and creditMr B complains that MKDP LLP is wrongly pursuing him for a debt on a credit card account, when it has not been able to produce adequate documentation about it. He is also concerned that a default was registered on the account when he says he never received a defa... (2 pages)View decision -
Decision Reference DRN-3122268
2 Nov 2021 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-3122268 The complaint Mr and Mrs M complain that The Mortgage Works (UK) Plc (TMW) lost the title deeds to their property. What happened Mr and Mrs M took out a mortgage with Morgan Stanley Bank International Limited, trading as Advantage, on 22 March 2007. In July 2007, the mortgage ... (2 pages)View decision -
Decision Reference DRN-3153088
24 Jan 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3153088 The complaint Mr K complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) didn’t pay the first three months’ instalments on his hire purchase agreement (HPA) as had been agreed. What happened Mr K entered into a HPA with VWFS in Sept... (2 pages)View decision -
Decision Reference DRN-2599489
9 Jul 2021 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-2599489 The complaint Ms A has complained that Automobile Association Insurance Services Limited (AA) unreasonably refused to pay her partner’s claim under this breakdown repair policy. Ms A is represented by her partner Mr A so I shall just refer to him throughout. What happened Mr A ... (2 pages)View decision -
Decision Reference DRN5960481
3 Jun 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mrs E complains that Allianz Insurance plc mishandled a third party’s claim against her motor insurance policy.backgroundA third party told Allianz that Mrs E’s vehicle had caused damage to his. Mrs E said she had not been involved. She complained after Allianz dec... (2 pages)View decision -
Decision Reference DRN3974555
29 Nov 2018 NewDay Ltd UpheldBanking and creditMrs P complains about the service she’s received from NewDay Ltd (“ND”) in relation to her credit card account.background Mrs P says she received a phone call from a third party business that I’ll call Business A, during which she agreed to buy three web addresses ... (2 pages)View decision
