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 DRN5003936
9 Oct 2015 HSBC Bank plc Not upheldBanking and creditMr K complains that HSBC Bank plc will not refund three card transactions which he says he did not authorise.backgroundDuring an overseas trip Mr K visited a club and used his debit card for an initial purchase. However, he says he did not authorise two subsequent debit... (2 pages)View decision -
Decision Reference DRN5549781
9 Oct 2015 TSB Bank plc UpheldBanking and creditMr C complains that TSB Bank plc delayed in the transfer of his accounts to a new bank, breached data protection by referring to a family member in the transfer and that one of its employees was rude on the telephone. He wants compensation.backgroundMr C was switchi... (2 pages)View decision -
Decision Reference DRN3165784
9 Oct 2015 FirstRand Bank Limited Not upheldBanking and creditMiss M complains that a car she bought with finance from FirstRand Bank Limited (trading as MotoNovo Finance) did not include the 12-month warranty that she was promised.background When Miss M bought a car in May 2015, she says she was told there was a 12-month warr... (1 page)View decision -
Decision Reference DRN7556856
9 Oct 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr H has complained about Allianz Insurance Plc. He isn’t happy that it turned down a claim under his motor insurance policy.backgroundMr H made a claim for the theft of his car on his motor insurance policy in December 2014. Allianz declined the claim as the l... (2 pages)View decision -
Decision Reference DRN5782792
9 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr A complained about the way Advantage Insurance Company Limited dealt with his motor insurance claim. Mr A was insured with Hastings Direct, but the insurance company behind them is Advantage. So that’s why I’ve referred to Advantage in this decision. background On 31 Octo... (2 pages)View decision -
Decision Reference DRN6073153
9 Oct 2015 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr N has complained that Admiral Insurance Company Limited refused to settle a claim he made under his motor policy when he said his car was stolen.backgroundMr N said his car was stolen from his home while he was away visiting friends and he made a claim to Admira... (3 pages)View decision -
Decision Reference DRN9582764
9 Oct 2015 NewDay Ltd UpheldBanking and creditMiss B complains that NewDay Ltd harassed her when she missed payments to her account, provided poor customer service and handled her complaint badly. backgroundMiss B fell into arrears on a store card provided by NewDay. She felt harassed when it phoned chasing pay... (3 pages)View decision -
Decision Reference DRN6755882
9 Oct 2015 Santander UK Plc Not upheldBanking and creditMr J complains that Santander UK plc will not refund two cash withdrawals, totalling £280, which he says he did not make.backgroundMr J says that his debit card was stolen during a night out. Two cash machine withdrawals, totalling £280, were subsequently made. Santander’... (2 pages)View decision -
Decision Reference DRN9195391
9 Oct 2015 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Miss S complains that Legal and General Insurance Limited (L&G) has unreasonably declined a claim for storm damage to her chimney stack.backgroundIn October 2014 Miss S made a claim under the buildings cover in her household insurance. Miss S said that strong wind... (2 pages)View decision -
Decision Reference DRN7440385
9 Oct 2015 Black Horse Limited Not upheldBanking and creditMr J complains that Black Horse Limited mis-sold a finance agreement to him. He wanted it to be in the name of his business rather than his name. Mr J says that the finance arrangement has affected his credit rating. backgroundMr J entered into a hire purchase agre... (3 pages)View decision
