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 4563 results
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Decision Reference DRN9235570
23 Aug 2018 Tradewise Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complains that Tradewise Insurance Company Limited (“Tradewise”) won’t pay a claim he made under his motor insurance policy after the van he had insured was stolen.backgroundI issued a provisional decision on this complaint on 16 July 2018, a copy of which is att... (6 pages)View decision -
Decision Reference DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN-4815264
9 May 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4815264 The complaint Mr T complains that Hargreaves Lansdown Asset Management trading as Hargreaves Lansdown (HL) requested unnecessary personal information, gave misleading information, and threatened and implemented blocks on his accounts. He says this caused him inconvenience an... (8 pages)View decision -
Decision Reference DRN-2946048
6 Sep 2021 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-2946048 The complaint Ms J complains that TRANSUNION INTERNATIONAL UK LIMITED (TransUnion) reported incorrect data on her credit file. What happened In August 2020, Ms J discovered a default reported by a business I will refer to as “C” on her TransUnion credit file. Ms J didn’t recogn... (3 pages)View decision -
Decision Reference DRN6538568
8 Oct 2019 Calpe Insurance Company Limited Not upheldInsurance (excluding PPI)Mr R complains that Calpe Insurance Company Limited cancelled his motor insurance policy wrongly and without giving him due notice after a disputed traffic incident.backgroundMr R told us that after an incident with another driver in February 2018 his broker - on behalf of Calpe - asked hi... (4 pages)View decision -
Decision Reference DRN-2951566
30 Jul 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2951566 The complaint Mr D is unhappy that HSBC UK Bank Plc won’t refund all of the money he lost after falling victim to an investment scam. What happened Both parties are aware of the circumstances of the complaint and the details were clearly set out by our Investigator when she wro... (4 pages)View decision -
Decision Reference DRN-4044868
19 Apr 2023 Experian Limited Not upheldConsumer CreditDRN-4044868 The complaint Ms E complains that she wasn’t recorded on the electoral roll with Experian Limited and was declined for a credit card as a result. What happened In 2021, Ms E moved home and has told us she updated her details with the local authority. Ms E went on to apply for a... (4 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)View decision -
Decision Reference DRN1712175
3 Apr 2018 BMW Financial Services (GB) Limited Not upheldBanking and creditMr W complains about the refurbishment charges BMW Financial Services (GB) Limited, trading as Alphera levied when he handed his car back. He also complains that they failed to update his address details. backgroundMr W took receipt of his new vehicle in January 2014. ... (3 pages)View decision -
Decision Reference DRN-3294463
23 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3294463 The complaint Mrs V is unhappy that HSBC UK Bank Plc won’t refund all the money she’s lost to a scam. What’s happened? Mrs V saw a private advert for a motorhome on a well-known online marketplace. She contacted the seller and was told that she was selling the motorhome at a re... (3 pages)View decision
