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 375119 results
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Decision Reference DRN-5240086
17 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5240086 The complaint Mr and Mrs H complain that Lloyds Bank plc has treated them unfairly by threatening to take their property into possession when they’ve been trying to sell the property themselves. What happened Mr and Mrs H took out their mortgage with Cheltenham & Glouces... (2 pages)View decision -
Decision Reference DRN-5224200
17 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5224200 The complaint Miss D complains about how Tesco Underwriting Limited (Tesco) handled a claim under her motor insurance policy for damage to her vehicle in an accident. Any reference to Tesco in this decision includes their agents. What happened In November 2023 Miss D’s veh... (7 pages)View decision -
Decision Reference DRN-5209138
17 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5209138 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) took too long to send him loan closure statements. What happened Mr C requested loan closure statements on 27 September 2024. He complained to HSBC as he said it had taken them too long to send them and the delay had ... (2 pages)View decision -
Decision Reference DRN-4899652
17 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4899652 The complaint Ms P complains about the way Royal & Sun Alliance Insurance Limited trading as RSA [“RSA”] has handled a claim she’s made on her buildings insurance policy following subsidence damage to her property. What happened Ms P is represented by a third party in br... (3 pages)View decision -
Decision Reference DRN-5219490
17 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5219490 The complaint Mr L complains U K Insurance Limited (UKI) gave a poor level of service when he contacted it for a motor insurance policy quote and that it didn’t offer a clear explanation in the price differences from a previous quote. UKI are the underwriters of this policy... (3 pages)View decision -
Decision Reference DRN-5026522
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5026522 The complaint Mr B complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In April 2022, Mr B made a payment of £6,000 from his HSBC account to pay for an online training course. He understood the cou... (4 pages)View decision -
Decision Reference DRN-4698092
17 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4698092 The complaint Mr S complains that Nationwide Building Society failed to pay out on a claim he made to it about the failure of a supplier to provide and install a fit for purpose solar panel system, the deposit for which he paid for with credit Nationwide provided. What happe... (3 pages)View decision -
Decision Reference DRN-5232400
17 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5232400 The complaint Mrs R has complained about U K Insurance Limited because when she tried to take a policy out with it, it refused to assist her with answering a question. What happened Mrs R was looking for new insurance cover. She tried to complete an application with UKI onl... (3 pages)View decision -
Decision Reference DRN-5091119
17 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5091119 The complaint Mr M complains about the quality of a used vehicle he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited trading as PSA Finance UK (‘PSA’) Mr M says the vehicle was faulty from the start and he wants to now reject it. He... (4 pages)View decision -
Decision Reference DRN-5267945
17 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5267945 Complaint Mr O has complained that National Westminster Bank Plc (“NatWest”) unfairly provided him with unaffordable loans. Background Mr O has also complained about credit cards which NatWest provided to him. We’ve explained that we’re considering the credit card complaint... (12 pages)View decision
