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 366874 results
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Decision Reference DRN-5100750
6 Nov 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5100750 The complaint Mr R’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (17 pages)View decision -
Decision Reference DRN-4810954
6 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4810954 The complaint Ms C has complained that HSBC UK Bank Plc (trading as First Direct) won’t refund a withdrawal where she says the cash was retracted. What happened In February 2024, Ms C withdrew £100 in cash from her First Direct account using another bank’s ATM. She’s explain... (2 pages)View decision -
Decision Reference DRN-4897382
6 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4897382 The complaint A company which I’ll call ‘S’ complains that HSBC UK Bank Plc behaved unreasonably when it returned a payment made to the company’s account without warning. The complaint is brought on S’s behalf by its director, Mr S. What happened S holds a business current... (3 pages)View decision -
Decision Reference DRN-4869851
6 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4869851 The complaint Mr M is unhappy with the way AXA Insurance UK Plc handled an escape of water claim under a buildings insurance policy. Mr M is being represented in this case. For ease of reading, I’ll refer to Mr M, and his representative, as “Mr M”. What happened Mr M held bu... (3 pages)View decision -
Decision Reference DRN-5128900
6 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5128900 The complaint Mr D’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (10 pages)View decision -
Decision Reference DRN-5087852
6 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5087852 The complaint Mr E complains about delays in Watford Insurance Company Europe Limited’s (Watford) handling of a claim following the total loss of his car, and the settlement offer it made, under his motor insurance policy. What happened Mr E says he was involved a carjackin... (5 pages)View decision -
Decision Reference DRN-5128652
6 Nov 2024 Vacation Finance Limited UpheldConsumer CreditDRN-5128652 The complaint Mr and Mrs L’s complaint is, in essence, that Vacation Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) ... (12 pages)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN-5067920
6 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5067920 The complaint Mr S and his daughter Miss S complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a luxury saloon car, first registered in 2016. M... (3 pages)View decision -
Decision Reference DRN-5088180
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5088180 The complaint Mr L’s complained that Aviva Life & Pensions UK Limited have declined to pay his claim following a terminal cancer diagnosis. What happened In 2009, Mr L bought a life insurance policy with a term of 15 years. In 2011, he bought a second policy, also with ... (3 pages)View decision
