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 DRN-5113777
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5113777 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (‘First Direct’) won’t refund the money she says was lost as the result of a scam. What happened In August 2019, Mrs O heard a radio advertisement for an investment with a company I’ll refer to as B... (5 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 -
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-3980989
13 Mar 2023 Extracover Limited Not upheldInsuranceDRN-3980989 The complaint Mr J has complained that Extracover Limited refused to provide motor insurance for him. He bought a flexible car hire and reward policy for courier drivers. What happened Mr J bought a commercial vehicle policy with Extracover. Extracover provide cover for up to 3... (2 pages)View decision -
Decision Reference DRN3724211
28 Aug 2015 Santander UK Plc UpheldBanking and creditMiss W complains that Santander UK Plc caused damage to her credit profile by incorrectly recording a default on her credit file.backgroundSantander incorrectly registered a default against Miss W and did not remove it. Miss W says it meant she had difficulty obtain... (1 page)View decision -
Decision Reference DRN-3443217
13 May 2022 Charter Court Financial Services Limited Not upheldMortgagesDRN-3443217 The complaint Mr Y complains about problems with the secured bridging loan he took out with Charter Court Financial Services Limited trading as Precise Mortgages. He asks that it accepts its processes need improvement and puts this in place, refunds excess charges and compensat... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision -
Decision Reference DRN2427777
6 May 2016 1st Stop Car Finance Ltd Not upheldBanking and creditMr J complains that 1st Stop Car Finance Ltd failed to put right faults in his car and then failed to return the car to him.backgroundMr J obtained a used car in March 2016 under a finance agreement with 1st Stop. He says that a number of serious faults became appa... (3 pages)View decision -
Decision Reference DRN-2561498
4 Mar 2021 Nationwide Building Society Not upheldBanking and PaymentsDRN-2561498 The complaint Mr S complains that Nationwide Building Society didn’t do enough to help him when he sent money to one of their customers to purchase what turned out to be a stolen car. What happened The detailed background to this complaint is well known to both parties. So, I’l... (3 pages)View decision -
Decision Reference DRN-3918652
4 Apr 2023 First Central Insurance Management Limited Not upheldInsuranceDRN-3918652 The complaint Miss L complains that First Central Insurance Management Limited (“First Central”) unfairly cancelled her motor insurance policy. What happened For the year from mid-June 2022, Miss L took out a policy through First Central. The policy covered her as policyholder ... (3 pages)View decision
