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 362716 results
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Decision Reference DRN-4420978
7 Mar 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4420978 The complaint Mr D complains Ald Automotive Limited (Ald Automotive) acted unfairly when he asked for a variation to his car hire agreement What happened In October 2019, Mr D entered into a 36 month hire agreement for a new car. He paid an advance payment o... (4 pages)View decision -
Decision Reference DRN-4503912
7 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4503912 The complaint Miss F complains about the way in which Bank of Scotland plc trading as Halifax handled her DSAR request. What happened In March 2023 Miss F made a DSAR to Halifax as part of her complaint about irresponsible lending. When Miss F received the DSAR it was outside o... (2 pages)View decision -
Decision Reference DRN-4379491
7 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4379491 The complaint Mr A complains about Barclays Bank UK PLC. He says that Barclays didn’t do enough to protect him when he became the victim of a scam and would like Barclays to refund him the money he has lost. What happened In May 2021, Mr A came across an advert on YouTube for a... (3 pages)View decision -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision -
Decision Reference DRN-4603047
7 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4603047 The complaint Ms W complains about esure Insurance Limited’s valuation of her car following a claim on her car insurance policy. What happened esure made Ms W an offer to settle her claim after her car was stolen, based on a valuation of £1,112. Ms W didn’t think this represent... (2 pages)View decision -
Decision Reference DRN-4638844
7 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4638844 The complaint Mr R complains that U K Insurance Limited (“UKI”) has unfairly handled a claim under his motor insurance policy. Any reference to Mr R or UKI includes respective agents or representatives. What happened The background of this complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-4503389
7 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4503389 The complaint Mr A complains about the lack of features on HSBC UK Bank Plc’s mobile app. He’s also unhappy that the bank failed to set up his direct debit instruction. What happened Mr A complains about the lack of features on the HSBC mobile app. He says it doesn’t display pe... (2 pages)View decision -
Decision Reference DRN-4649858
7 Mar 2024 Pendragon Finance and Insurance Services Limited Not upheldInsuranceDRN-4649858 The complaint Mr O complains that Pendragon Finance and Insurance Services Limited trading as Evans Halshaw (“Pendragon”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr O bought a car on finance over a four-year term. He also took out a GA... (3 pages)View decision -
Decision Reference DRN-4651614
7 Mar 2024 First Complete Ltd Not upheldInsuranceDRN-4651614 The complaint Ms F has complained that First Complete Ltd trading as PRIMIS Mortgage Network mis-sold her a life insurance policy. What happened The background to this matter is well known to the parties. In summary Ms F spoke to an adviser for whom PRIMIS takes responsibility ... (2 pages)View decision -
Decision Reference DRN-4610778
7 Mar 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4610778 The complaint Mr F is unhappy with the way Inter Partner Assistance SA (IPA) handled his boiler claim under his home emergency policy. He’d like IPA to contribute substantially to the cost of his new boiler. What happened Mr F had home emergency cover as a benefit of his bank a... (3 pages)View decision
