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 4385 results
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Decision Reference DRN9804110
9 Aug 2013 HSBC Bank plc Not upheldBanking and creditMrs T, who is represented by one of the attorneys she has appointed to act on her behalf, complains that HSBC Bank Plc (HSBC) has frozen her account. background Mrs T signed an enduring power of attorney appointing two of her daughters to act jointly and severally on her behalf. The ... (1 page)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN3808199
17 Oct 2014 GE Money Home Lending Limited Not upheldBanking and creditMr and Ms T make a number of complaints about the administration of their mortgage GE Money Home Lending Limited (‘GEMHL’)backgroundIn 2007 Mr and Ms T took out an interest-only mortgage with GEMHL. They fell into arrears and GEMHL started legal proceedings for possession through GE Mo... (2 pages)View decision -
Decision Reference DRN-3184839
28 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3184839 The complaint Mr M complains that Barclays Bank UK PLC failed to refund transactions he didn’t recognise. What happened Mr M explained that he received two calls that appeared to be from Barclays and was suspicious because they asked for his three-digit security number from the... (4 pages)View decision -
Decision Reference DRN-5339429
18 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5339429 The complaint Mr L complains that Alwyn Insurance Company Limited (Alwyn) voided his motor insurance policy and didn’t pay his claim. What happened Mr L held a motor insurance policy with Alwyn. He contacted them in October 2024 to report a claim after being involved in a r... (4 pages)View decision -
Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (4 pages)View decision -
Decision Reference DRN1250210
27 Sep 2019 Sainsbury's Bank Plc Not upheldBanking and creditMr A complains that he was mis-sold a travel money card by Sainsbury’s Bank Plc.backgroundOn 28 June 2018 Mr A loaded $3,000 US dollars (USD) onto a multi-currency cash passport card he obtained from Sainsbury’s. He now feels this was mis-sold to him. He was told by a Sainsbury’s advisor t... (4 pages)View decision -
Decision Reference DRN-3517438
26 Mar 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-3517438 The complaint Mr L has complained about a transfer of his stakeholder pension scheme by Scottish Widows Limited (Scottish Widows) to an occupational scheme in 2013. Mr L’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pe... (5 pages)View decision -
Decision Reference DRN-5015332
28 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5015332 The complaint Mr A complains about how his insurer, U K Insurance Limited trading as Advantage (Advantage), valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened Mr A was involved in an ac... (4 pages)View decision -
Decision Reference DRN0684187
24 Jul 2020 Career Finance 4 Trade Skills Limited UpheldBanking and creditMr K complains that Career Finance 4 Trade Skills Limited (“CF4TS”) won’t refund him for atraining course. He says there are various issues with what he was told about the coursewhen he agreed to undertake it. The course was funded using a fixed sum loan provided byCF4TS.background In Marc... (8 pages)View decision
