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 381196 results
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Decision Reference DRN-5119319
1 Nov 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5119319 The complaint Mr E is unhappy with a car supplied under a hire purchase agreement provided by Specialist Motor Finance Limited (‘SMF’). What happened Mr E acquired a used car at the end of March 2023 using a hire purchase agreement with SMF. The car cost £17,495, Mr E paid a... (5 pages)View decision -
Decision Reference DRN-4860931
1 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4860931 The complaint Mr O complains National Westminster Bank plc (NatWest) failed to get his money back for flights booked with his debit card. What happened Mr O paid around £700 for Ryanair flights to Mallorca on his NatWest debit card in January 2023. The flights were scheduled... (5 pages)View decision -
Decision Reference DRN-5120436
1 Nov 2024 Barclays Bank Plc UpheldInvestmentsDRN-5120436 The complaint Mr B has complained about the misinformation he received from Barclays Bank Plc, trading as Barclays Smart Investor (‘Barclays’), about the transfer of shares from his save as you earn (‘SAYE’) scheme to his ISA account. As a result, he says he will have to pay... (6 pages)View decision -
Decision Reference DRN-4903488
1 Nov 2024 Zurich Insurance PLC UpheldInsuranceDRN-4903488 The complaint Mr T has complained about the service he received from Zurich Insurance PLC when he made on a claim on a travel insurance policy. Mr T is being represented by a family member in making this complaint. However, for ease, I will just be referring to Mr T in this... (2 pages)View decision -
Decision Reference DRN-4691892
1 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4691892 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) won’t refund two transactions totalling £1,000 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr S ... (2 pages)View decision -
Decision Reference DRN-5117010
1 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5117010 The complaint Mr F is unhappy with how Advantage Insurance Company Limited dealt with a motor insurance claim. This complaint involves the actions of agents for whom Advantage is responsible. Any reference to Advantage includes its agents. What happened Mr F held a motor i... (5 pages)View decision -
Decision Reference DRN-4887932
1 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-4887932 The complaint Mr P complains that when his car was stolen and he made a claim under his motor insurance policy esure Insurance Limited voided his policy and declined his claim. What happened In February 2024 Mr P’s car was stolen. He submitted a claim to esure for his car. W... (4 pages)View decision -
Decision Reference DRN-4487442
1 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4487442 The complaint Mr T complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr T came across an advert while watching videos on soc... (4 pages)View decision -
Decision Reference DRN-5017525
1 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5017525 The complaint B, a property company, complains about AXA Insurance UK Plc’s decision to decline a claim for roof repairs made under B’s landlords insurance policy. What happened B has a commercial landlord’s policy underwritten by AXA which covers a property B owns and rents... (2 pages)View decision -
Decision Reference DRN-5119249
1 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5119249 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (18 pages)View decision
