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 367300 results
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Decision Reference DRN-5114032
31 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5114032 The complaint Mr N complains about the way Nationwide Building Society dealt with a claim he sought to raise with it in connection with a used car he bought. Mr N used his Nationwide credit card to make part-payment for the car along with the cost of a warranty on the vehicl... (8 pages)View decision -
Decision Reference DRN-5118521
31 Oct 2024 First Central Underwriting Limited UpheldInsuranceDRN-5118521 The complaint Miss O complains First Central Underwriting Limited hasn’t handled a claim against her motor insurance policy fairly. What happened Miss O notified First Central of a motor incident in March 2023. First Central accepted the claim. Several complaints were made ... (2 pages)View decision -
Decision Reference DRN-5015045
31 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5015045 The complaint Mr O complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) declined his claim for the theft of a watch, jewellery, and clothing, under his home contents insurance policy. All references to Admiral include its agents and contractors. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4876990
31 Oct 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4876990 The complaint Mrs K complains that West Bay Insurance Plc (West Bay) unfairly accepted liability and recorded a fault claim against her when she made a claim on a motor insurance policy. Mrs K is represented in her correspondence with our service by her husband, Mr K. Where ... (3 pages)View decision -
Decision Reference DRN-4978880
31 Oct 2024 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4978880 The complaint Mr S has complained about a car he acquired through a Hire Purchase agreement with CA AUTO FINANCE UK LTD (‘CA’). He says the car was not of satisfactory quality. What happened Mr S acquired the vehicle on 12 May 2023. When it was sold, it was just over two ye... (6 pages)View decision -
Decision Reference DRN-4755247
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4755247 The complaint Mr and Mrs H complain that Santander UK Plc (‘Santander’) won’t refund the money they lost when they say they fell victim to a scam. What happened What Mr and Mrs H say Mr and Mrs H say that in early 2018 they were looking at potential investment opportunities... (4 pages)View decision -
Decision Reference DRN-4778782
31 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4778782 The complaint L complain that HSBC UK Bank Plc (“HSBC”) failed to prevent fraudulent payments from leaving their account. What happened L employed an accountant to manage their financial arrangements, including the operation of their accounts. I’ll refer to the accountant as... (3 pages)View decision -
Decision Reference DRN-5039090
31 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5039090 The complaint Mr W complains Nationwide Building Society (“Nationwide”) haven’t paid him the incentive promised on the switching of his current account. What happened Mr W opened an account with Nationwide and completed a full switch of his existing account with another bank... (3 pages)View decision -
Decision Reference DRN-5064643
31 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5064643 The complaint Mr K has complained that Bank of Scotland plc (trading as “Halifax”) failed to protect him from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (3 pages)View decision -
Decision Reference DRN-5044975
31 Oct 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5044975 The complaint Mrs T has complained about the way Inter Partner Assistance SA (IPA) handled a claim that she made on a travel insurance policy. What happened Mrs T sustained an injury on a ski trip in February 2024. As her leg was immobilised, she was unable to use the coach... (2 pages)View decision
