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 370904 results
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Decision Reference DRN-4849329
2 Sep 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4849329 The complaint Mrs W complains that Marks & Spencer Financial Services Plc (M&S) won’t remove her data from their systems. What happened Mrs W had an account with M&S which was later passed to a debt management company (DMC). Mrs W has since settled this debt and ... (2 pages)View decision -
Decision Reference DRN-4941710
2 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4941710 The complaint Miss M has complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim she made against her car insurance policy. What happened Miss M made a claim to her insurer Admiral when she was involved in an incident. Miss M complained to Admiral a... (2 pages)View decision -
Decision Reference DRN-4967897
2 Sep 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4967897 The complaint Mrs S complains that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) have irresponsibly lent to her. What happened Mrs S was approved for a £7,000 personal loan in February 2024 by MCB. Mrs S says that MCB irresponsibly lent to her. Mrs S m... (4 pages)View decision -
Decision Reference DRN-4840611
2 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4840611 The complaint Mr H is being represented by his wife. He’s complaining about American Express Services Europe Limited (AESEL) because it applied interest to his credit card account that he wasn’t aware of. What happened Mr H had a credit card with AESEL. His wife was a second... (2 pages)View decision -
Decision Reference DRN-4970953
2 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4970953 The complaint Miss P complains HSBC UK Bank plc trading as first direct (HSBC) haven’t fairly compensated her for its mistake when dealing with a balance transfer. What happened Miss P says in late September 2023 she arranged with HSBC to instruct two balance transfers to tw... (2 pages)View decision -
Decision Reference DRN-4865129
2 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4865129 The complaint Mr G has complained about Ageas Insurance Limited’s decision to reject a claim he made under his car insurance telematics policy. What happened Mr G bought a telematics car insurance policy with Ageas. He was involved in an incident and made a claim to Ageas. A... (2 pages)View decision -
Decision Reference DRN-4946679
2 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4946679 The complaint Miss H complains that NewDay Ltd trading as Aqua have irresponsibly lent to her. Miss H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by ... (4 pages)View decision -
Decision Reference DRN-4883553
2 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4883553 The complaint Mr and Mrs I complain AXA Insurance UK Plc unfairly removed subsidence cover from their home insurance policy. AXA’s been represented by an agent. For simplicity I’ve referred to the agent’s actions as being AXA’s own. Mr and Mrs I are joint policyholders. But... (3 pages)View decision -
Decision Reference DRN-4943752
2 Sep 2024 U K Insurance Limited Not upheldInsuranceDRN-4943752 The complaint Mrs W has complained that U K Insurance Limited trading as Churchill (UKI) registered a default against her credit file but didn’t send her a default notice. Mrs W wants UKI to remove the default. What happened Mrs W held a car insurance policy with UKI in 2020... (2 pages)View decision -
Decision Reference DRN-4938118
2 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4938118 The complaint Ms O complains Bank of Scotland plc trading as Halifax won’t assist her with her financial difficulties. What happened Ms O called Halifax and explained the severe difficulties she was experiencing, and asked for some financial support. Halifax suggested food... (2 pages)View decision
