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 380824 results
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Decision Reference DRN-5562114
16 Jun 2025 Mercantile Claims Management Solutions Limited Not upheldClaims ManagementDRN-5562114 The complaint Mrs S and Mr S are unhappy with the service provided by Mercantile Claims Management Solutions Limited (MCMS) when dealing with a timeshare complaint. Mrs S and Mr S are both party to this complaint. Mrs S has primarily dealt with this service. For ease of ref... (3 pages)View decision -
Decision Reference DRN-5062669
16 Jun 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5062669 The complaint Mr G complains that a car supplied to him under a hire purchase agreement with Oodle Financial Service Limited (Oodle) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisiona... (6 pages)View decision -
Decision Reference DRN-5612059
16 Jun 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5612059 The complaint Mr H has complained that Domestic & General Insurance Plc (D&G) unfairly declined a claim under an appliance warranty. What happened Mr H took out a D&G policy for his TV. About 10 days later, Mr H contacted D&G to make a claim for damage to th... (3 pages)View decision -
Decision Reference DRN-5553336
16 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5553336 The complaint Mrs S complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined a claim she made under her home insurance policy. What happened Mrs S held a motor insurance policy underwritten by Admiral. She contacted them in April 2024 to report a t... (3 pages)View decision -
Decision Reference DRN-5285034
16 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5285034 The complaint Mrs P has complained that HSBC UK Bank Plc won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-5558244
16 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5558244 The complaint Miss B complains Barclays Bank UK PLC trading as Barclaycard (Barclays) failed to carry out appropriate financial checks before approving a credit card account for her. What happened Miss B says she applied for a credit card account with Barclays which was appr... (3 pages)View decision -
Decision Reference DRN-5592427
16 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5592427 The complaint Miss J complains that Topaz Finance Limited (trading as Siberite Mortgages) hasn’t given her the option over the years to move onto a fixed interest rate. She feels she has been overcharged interest on her mortgage as a result, making her monthly payments exces... (4 pages)View decision -
Decision Reference DRN-5545550
16 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5545550 The complaint Mr B and Mrs B complain that esure Insurance Limited gave them ambiguous information about a motor insurance policy. What happened The subject matter of the insurance and the complaint is a car, made by a premium-brand car-maker and first registered in 2020. M... (3 pages)View decision -
Decision Reference DRN-5607368
16 Jun 2025 West Bay Insurance Plc UpheldInsuranceDRN-5607368 The complaint JBT Equine Transport Limited (“J”) complain about West Bay Insurance Plc (“WBI”) and the service it received following a claim made on its commercial vehicle insurance policy. The director of J, Miss J, has acted as the main representative during the claim and ... (4 pages)View decision -
Decision Reference DRN-5595894
16 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5595894 The complaint Ms O complains that Nationwide Building Society (‘Nationwide’) reported two months of arrears to her credit file, when she wasn’t aware she had a credit card balance to pay. Ms O wants Nationwide to amend her credit file and pay compensation for the distress a... (2 pages)View decision
