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 360264 results
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Decision Reference DRN-4547443
23 Jan 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4547443 Complaint Ms M has complained that J D Williams & Company Limited (trading as “Simply Be”) irresponsibly provided her with a catalogue shopping account and increases to the credit limit despite the fact that they were unaffordable. Ms M is being represented in her complaint... (3 pages)View decision -
Decision Reference DRN-4064112
23 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4064112 The complaint Mr J and Ms P complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost after falling victim to a scam. What happened In February 2022, Mr J and Ms P wanted to make changes to their kitchen and found a company online who I’ll refer to as T. In March... (3 pages)View decision -
Decision Reference DRN-4322228
22 Jan 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4322228 The complaint Miss C is unhappy because Capital One (Europe) plc hasn’t agreed to remove the default marker it placed on her credit file in relation to her credit card account. What happened Miss C opened a credit card account with Capital One in 2014. In 2022 Miss C fell behin... (2 pages)View decision -
Decision Reference DRN-4573969
22 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4573969 The complaint Mr and Mrs J complain that Admiral Insurance (Gibraltar) Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle, made by a premium-brand sports car maker and first registe... (5 pages)View decision -
Decision Reference DRN-4533709
22 Jan 2024 MWA FINANCIAL ADVICE LTD UpheldInvestmentsDRN-4533709 The complaint The Trustees complain that MWA FINANCIAL ADVICE LTD, trading as Eversley Wealth Management (Eversley) gave them unsuitable advice in 2019, when it advised them to encash an offshore bond (held within a trust) and reinvest the proceeds. In particular, the Trustees ... (9 pages)View decision -
Decision Reference DRN-4568138
22 Jan 2024 RAC Insurance Limited Not upheldInsuranceDRN-4568138 The complaint Mr L complains that RAC Insurance Limited (“RAC”) mishandled a claim on a breakdown insurance policy. What happened Mr L and his wife live in the UK. For the year from early April 2023, Mr L had an RAC breakdown insurance policy including the optional extra of cov... (6 pages)View decision -
Decision Reference DRN-4320188
22 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4320188 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) treated her purchase of a gift card as a cash transaction, which negatively impacted on her credit score. What happened On 2 May 2023 Mrs M went online and purchased a gift card from a retail... (2 pages)View decision -
Decision Reference DRN-3991195
22 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3991195 The complaint Ms E complains that Sainsbury's Bank Plc (“Sainsburys”) misadvised her leading to missed credit card payments and a default on her credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In... (3 pages)View decision -
Decision Reference DRN-4508788
22 Jan 2024 Wakam UpheldInsuranceDRN-4508788 The complaint Miss L complains that Wakam unfairly cancelled her home insurance policy after turning down her claim. Miss L believes Wakam acted in a discriminatory way due to her race. Wakam is the underwriter of Miss L’s policy, so it’s her insurer. This complaint is, in part... (8 pages)View decision -
Decision Reference DRN-4573597
22 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4573597 The complaint Mr M complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened In late 2021, Mr M saw a video on his phone showing investments being discussed on a well-known television show. This prompte... (6 pages)View decision
