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 4196 results
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Decision Reference DRN-3946920
14 Feb 2023 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-3946920 The complaint Mr B complains that The National Farmers’ Union Mutual Insurance Society Limited mishandled his claim on an agricultural vehicle insurance policy. Where I refer to NFUM, I refer to the above-named insurance company and I include employees and others insofar as I h... (5 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 DRN2607514
9 May 2017 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr E complains that when he renewed his breakdown repair insurance policy with Automobile Association Insurance Services Limited (AA) he wasn’t told of changes he could make to his cover which would have been of benefit to him.backgroundMr E first took out breakdow... (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 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 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 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 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 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
