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 380824 results
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Decision Reference DRN-4712343
13 Nov 2024 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4712343 The complaint Mrs R complains about the quality of a car supplied to her by Hyundai Capital UK Limited (“Hyundai”) under a conditional sale agreement (“agreement”). What happened In October 2022 Mrs R entered into an agreement with Hyundai for a used car costing £11,833 and ... (4 pages)View decision -
Decision Reference DRN-5099710
13 Nov 2024 BUPA Insurance Limited UpheldInsuranceDRN-5099710 The complaint Miss B is unhappy with the service she received from BUPA Insurance Limited (BUPA) in relation to a claim she made under her private medical insurance policy. What happened Miss B has a private medical insurance policy with BUPA. On 13 August 2024, Miss B conta... (3 pages)View decision -
Decision Reference DRN-4999781
13 Nov 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4999781 The complaint Miss S complains that Frasers Group Financial Services Limited made mistakes when investigating her claim for a refund for a payment she had made. What happened In November 2023, Miss S made an order using her revolving credit facility with Frasers. The order t... (3 pages)View decision -
Decision Reference DRN-5069498
13 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5069498 The complaint Mr J complains that NatWest are in breach of the Equality Act 2010 and that they have discriminated against him by displaying Pride related materials in their branches. What happened In July 2024 Mr J visited his local NatWest branch and was upset to see that ... (3 pages)View decision -
Decision Reference DRN-5020147
13 Nov 2024 Phoenix Life Limited Not upheldInsuranceDRN-5020147 The complaint The Trustees inc Mr K complain about how Phoenix Life Limited administered the Guaranteed Insurability Option (GIO) of some life insurance policies. The Trustees inc Mr K are using a representative to bring the complaint. For ease I will refer to all actions as... (2 pages)View decision -
Decision Reference DRN-5051603
13 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5051603 The complaint Mr B complains that Nationwide Building Society won’t refund to him the payments that he made to a builder for some building work. What happened Mr B made two payments of £4,950 to a builder for some building work, the first in January 2023 and the second in Ma... (3 pages)View decision -
Decision Reference DRN-5142776
13 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5142776 Complaint Mrs D has complained that Lloyds Bank PLC did not reimburse her after she reported losing money in what she now believes to be a scam. Background In 2019, Mrs D was persuaded to invest in bonds issued by a company I’ll refer to as “B.” The company marketed these b... (3 pages)View decision -
Decision Reference DRN-4731318
13 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4731318 Complaint Mrs D has complained that Santander did not reimburse her after she reported losing money in what she now believes to be a scam. Background In 2019, Mrs D was persuaded to invest in bonds issued by a company I’ll refer to as “B.” The company marketed these bonds ... (3 pages)View decision -
Decision Reference DRN-4974543
13 Nov 2024 First Data Europe Limited UpheldBanking and PaymentsDRN-4974543 The complaint M, a limited company, complains that First Data Europe Limited are holding them responsible for several transactions refunded through their merchant terminal that they say they didn’t agree to. What happened M entered into a merchant services agreement with Fi... (3 pages)View decision -
Decision Reference DRN-5050551
13 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5050551 The complaint Miss F complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to properly account for a deposit, leading to a loss of funds. What happened Miss F explained that she went to a branch of Halifax to deposit cash. She says she took £1,980 with he... (2 pages)View decision
