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 DRN-4761657
26 Apr 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4761657 Complaint Mr J has complained about loans one of Metro Bank PLC’s subsidiaries (“Ratesetter”) arranged for him. Metro Bank has accepted responsibility for this complaint even though the loans were arranged by Ratesetter in June 2017 and September 2019. So for ease of reference,... (3 pages)View decision -
Decision Reference DRN-4763125
26 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4763125 Complaint Mr D is unhappy that HSBC UK Bank Plc didn’t reimburse him after he fell victim to a scam. Background In November 2018, Mr D fell victim to a scam. He wanted to buy private registration plates and found some for sale on a well-known online platform. He agreed a price,... (2 pages)View decision -
Decision Reference DRN-4767339
26 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4767339 The complaint Mr M complains American Express Services Europe Limited (“Amex”) failed to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I set out the background to Mr M’s complaint, and my provisional findings on it, in a detai... (6 pages)View decision -
Decision Reference DRN-4765276
26 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4765276 The complaint Mr S says Admiral Insurance (Gibraltar) Limited offered him an inflated renewal price for his motor insurance policy, and also provided poor service, having put the wrong details on his driving record. What happened Mr S was told by Admiral his premium would rise ... (3 pages)View decision -
Decision Reference DRN-4627646
26 Apr 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-4627646 The complaint Mr M has complained through a representative that OAKBROOK FINANCE LIMITED trading as Likely Loans (“Likely Loans”) didn’t carry out sufficient affordability checks before it lent to him. What happened A summary of Mr M’s borrowing can be found in the table below.... (6 pages)View decision -
Decision Reference DRN-4764947
26 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4764947 The complaint Mrs B complains about Arch Insurance (UK) Limited’s (“Arch”) decision to decline a subsidence claim made on her commercial property insurance policy. Mrs B is represented in bringing this complaint. Any reference to her includes the comments of her representative.... (6 pages)View decision -
Decision Reference DRN-4744918
26 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4744918 The complaint Mrs P complains that esure Insurance Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2016. Mrs P’s mother had owned the car. On her passing, Mrs P inherited the... (6 pages)View decision -
Decision Reference DRN-4743351
26 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4743351 The complaint Ms Y complains that NewDay Ltd, trading as Pulse Mastercard, continue to hold her liable for a debt which she considers to be settled. Specifically, Ms Y says she made NewDay a full and final settlement offer, which it accepted by cashing her cheque. So, it should... (3 pages)View decision -
Decision Reference DRN-4767237
26 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4767237 The complaint Mrs D complains that National Westminster Bank Plc failed to support her or to take any action to prevent her from gambling. What happened Mrs D has told us that she has a gambling addiction she was unable to control. From February 2019 until April 2023 she opened... (3 pages)View decision -
Decision Reference DRN-4761457
26 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4761457 The complaint Mr and Mrs W complain about the way Zurich Insurance PLC handled flood claims under a Farm Combined insurance policy. Reference to Zurich include its agents. What happened The facts of the complaint are known to all parties, so I won’t set them out in detail. But,... (8 pages)View decision
