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 4282 results
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Decision Reference DRN0733633
30 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr and Mrs R complain about problems and delays they experienced when trying to transfer funds to an account abroad. BackgroundMr and Mrs R’s pensions were paid into a Bank of Scotland account. Mr and Mrs R live abroad and have previously been able to instruct Bank of Scotland to ... (2 pages)View decision -
Decision Reference DRN1455219
20 Mar 2018 Well Dunn Limited Not upheldInsurance (excluding PPI)Mr H complains that Well Dunn Limited (WDL) unfairly cancelled his car insurance policy.backgroundWhen Mr H set up the policy through WDL, it asked him to send copies of documents including proof of his no claims discount (NCD) and V5 registration document. Mr H ... (2 pages)View decision -
Decision Reference DRN3424115
12 Jun 2013 QBE Insurance (Europe) Limited Not upheldInsurance (excluding PPI)Mr K has complained about QBE Insurance Europe Limited (“QBE”)’s valuation of his vehicle, following a total loss claim made under his motor insurance policy. He also believes that QBE has failed to deal with his claim in a satisfactory way, including reimbursing his travel costs.backg... (2 pages)View decision -
Decision Reference DRN-3082329
2 Nov 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3082329 The complaint Mr C complains about the way that HSBC UK Bank Plc dealt with a query about a payment showing on his account that he said had been cancelled. What happened Mr C bought an item using his bank card for £1,619 on 7 November 2020. He found out that the retailer cancel... (2 pages)View decision -
Decision Reference DRN4480554
4 Aug 2017 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr A and his brother - Mr A2 - complain that Be Wiser Insurance Services Ltd didn’t handle the cancellation of Mr A’s motor insurance policy properly.backgroundMr A took the policy out through Be Wiser in April 2015. He was asked if he was the car’s registered kee... (2 pages)View decision -
Decision Reference DRN5581088
29 Sep 2017 Kapama Limited UpheldBanking and creditMr H complains that Kapama Limited has placed a default on his credit file when it had no right to do so.He asks that the default be removed.background Mr H initially suggested he knew nothing about this debt. He told us that Kapama, out of the blue, had registered ... (3 pages)View decision -
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-3826051
25 Nov 2022 Care by Volvo Car UK Limited UpheldConsumer CreditDRN-3826051 The complaint Mr C complains that Care by Volvo Car UK Limited (CBVC) didn’t provide the service it should have regarding the delivery of a new car under his hire car agreement. What happened Mr C entered into a hire agreement for a new car in July 2021. The car was due to be d... (2 pages)View decision -
Decision Reference DRN3659823
10 Feb 2016 The Car Finance Company (2007) Ltd Not upheldBanking and creditMr H complains about a car he obtained from The Car Finance Company (2007) Ltd through a hire purchase agreement. He refers to damage to the car and believes it wasn’t of satisfactory quality when it was supplied to him. Mr H is represented in the complaint by his p... (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
