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 360264 results
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Decision Reference DRN-5030896
22 Oct 2024 Collingwood Insurance Company Ltd Not upheldInsuranceDRN-5030896 The complaint Mr S is unhappy with costs he faced when he cancelled his car insurance policy with Collingwood Insurance Company Ltd (“Collingwood Insurance”). Mr S had representation for the complaint, but for ease and simplicity, I’ve only referred to Mr S. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4826198
22 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4826198 The complaint Mr H has complained that American Express Services Europe Limited (AESEL) (‘Amex’) has closed his credit card account. What happened Mr H had an account with Amex, but it decided to close it. Mr H feels this was unfair, particularly as it had recently made two ... (1 page)View decision -
Decision Reference DRN-5077477
22 Oct 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5077477 The complaint Mr and Mrs A have complained about their home insurance policy with Zurich Insurance PLC. What happened In 2023, Mr and Mrs A made a claim under the legal expenses section of their home insurance policy. The claim was declined for lack of reasonable prospects, ... (3 pages)View decision -
Decision Reference DRN-5066922
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5066922 The complaint Mr R complains that Tesco Personal Finance PLC trading as Tesco Bank sent him a Notice of Sums in Arrears letter even though he’d set up a direct debit for his monthly minimum payment. What happened Mr R holds a Tesco Bank credit card. On 21 June 2024 Tesco Ban... (3 pages)View decision -
Decision Reference DRN-4784117
22 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4784117 The complaint Mr M has complained that HSBC UK Bank Plc closed his credit card account without telling him. What happened In December 2023, Mr M contacted HSBC to ask it to reissue his credit card, and was told this was being processed. However, he later discovered that his ... (2 pages)View decision -
Decision Reference DRN-5096564
22 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-5096564 The complaint Mr B complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (7 pages)View decision -
Decision Reference DRN-4782172
22 Oct 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4782172 The complaint Mrs R complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on her crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan b... (7 pages)View decision -
Decision Reference DRN-4716544
22 Oct 2024 Pay Later Financial Services Limited UpheldConsumer CreditDRN-4716544 The complaint Miss C complains that Pay Later Financial Services Limited, trading as Fly Now Pay Later, has treated her unfairly in relation to some flights. What happened In March 2020 Miss C used finance from Pay Later Financial Services Limited (PLFS) in th... (2 pages)View decision -
Decision Reference DRN-5094181
22 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5094181 The complaint Mr C has complained that Tesco Personal Finance PLC trading as Tesco Bank acted irresponsibly when it provided him with a credit card in 2017. The limit of the card was increased twice in 2018 and 2019, Mr C has said that all lending decisions made by Tesco in ... (3 pages)View decision -
Decision Reference DRN-4979104
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4979104 The complaint Mr E is unhappy with several aspects of the service he’s received from Nationwide Building Society surrounding a review they conducted on his accounts. What happened Mr E received a letter from Nationwide which said that they urgently needed to know more about ... (3 pages)View decision
