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 360982 results
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Decision Reference DRN-5334662
17 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5334662 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank 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’) and (2)... (23 pages)View decision -
Decision Reference DRN-5330661
17 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5330661 The complaint Miss R complained because: - she believed there were fraudulent transactions on her account with HSBC UK Bank Plc; and - HSBC dealt with her concerns as a complaint, not as a fraud investigation. What happened On 3 April 2024, Miss R contacted HSBC by online c... (6 pages)View decision -
Decision Reference DRN-5322411
17 Feb 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5322411 The complaint Mrs C complains Frasers Group Financial Services Limited (Frasers) caused difficulties regarding a billing dispute relating to the non-receipt of goods. What happened In November 2023, via an online retailer who I will refer to as K, Mrs C placed two orders fo... (4 pages)View decision -
Decision Reference DRN-5302555
17 Feb 2025 Elderbridge Limited Not upheldMortgagesDRN-5302555 The complaint This complaint is about a loan that Mr L and Miss M hold with Elderbridge Limited. The essence of the complaint is that Mr L and Miss M believe Elderbridge has illegally charged interest on their loan balance, which they did not know about. As far as they are c... (3 pages)View decision -
Decision Reference DRN-5225665
17 Feb 2025 Canada Life Limited Not upheldInsuranceDRN-5225665 The complaint Mr R is unhappy that Canada Life Limited declined a claim made on a group income protection insurance policy. Although Mr R is represented in this complaint, I’ve referred to him throughout. What happened Mr R had the benefit of a group income protection insu... (6 pages)View decision -
Decision Reference DRN-5306586
17 Feb 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5306586 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in October 2015. Mr D says Zurich failed in its responsibilities when ... (12 pages)View decision -
Decision Reference DRN-5210648
17 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5210648 The complaint Mrs M and Mrs S as trustees of the D Trust complained about Scottish Widows Limited (Scottish Widows). They have said that Scottish Widows has provided the wrong information which has delayed the encashment of the investment held in the trust. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5291911
17 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5291911 The complaint Mr F is unhappy that Admiral Insurance (Gibraltar) Limited automatically renewed and charged him for his motor insurance policy, for several years, without properly notifying him, despite him having sold the car. Reference to Admiral includes its agents or repr... (2 pages)View decision -
Decision Reference DRN-5050291
17 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5050291 The complaint Mr S and Miss W complain about delays Advantage Insurance Company Limited (‘Advantage’) caused when dealing with a claim made on their home insurance policy. What happened Both parties will be familiar with the background to this complaint. So, I’ll only briefly s... (6 pages)View decision -
Decision Reference DRN-5322363
17 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5322363 The complaint Miss C has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Miss C made a claim under her motor insurance po... (2 pages)View decision
