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 369227 results
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Decision Reference DRN-4788601
9 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4788601 The complaint Ms S complains Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. What happened Ms S says she contacted Barclays in May 2022 to say she’d just made two payments totalling £190,000 that she now realised were part of a scam. She say... (3 pages)View decision -
Decision Reference DRN-4569519
9 May 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4569519 The complaint Mr E is unhappy with what happened when he returned a car at the end of a hire agreement taken with Mitsubishi HC Capital UK PLC (previously known as Hitachi Capital UK PLC), trading as Novuna Vehicle Solutions (“Novuna”). What happened In March 2018 Mr E entered ... (3 pages)View decision -
Decision Reference DRN-4599197
9 May 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-4599197 The complaint Mrs M’s complaint is that Charter Court Financial Services Limited trading as Precise Mortgages (and referred to here as Precise) unfairly and unreasonably carried out a second credit search without her knowledge or consent. As a result of the information revealed... (4 pages)View decision -
Decision Reference DRN-4727374
9 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4727374 The complaint Ms L complains that Royal & Sun Alliance Insurance Limited (RSA) declined a claim to repair a faulty drain under her home insurance policy. What happened Ms L had buildings and contents insurance with RSA that included cover for accidental breakage to drains a... (2 pages)View decision -
Decision Reference DRN-4772033
9 May 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4772033 The complaint Mr S’ complaint is about the level of service he received from Amtrust Europe Limited when asking for a call back from their legal advice line. Mr S feels that Amtrust breached their contract with him and provided unacceptable excuses about why his call wasn’t ret... (2 pages)View decision -
Decision Reference DRN-4788357
9 May 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4788357 The complaint Mrs B complains that Loans 2 Go Limited (L2G) lent to her irresponsibly. What happened From April 2019, Mrs B took out a series of four loans from L2G. The remaining balance on each one was repaid and topped up with additional money with the next one, so that by t... (4 pages)View decision -
Decision Reference DRN-4771344
9 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4771344 The complaint Miss S complains about the price charged by Royal & Sun Alliance Insurance Limited (“RSA”) to renew her home insurance policy. In particular, she’s concerned the price she was charged was higher than an equivalent new business customer would be charged. What h... (3 pages)View decision -
Decision Reference DRN-4788343
9 May 2024 British Gas Insurance Limited UpheldInsuranceDRN-4788343 The complaint Mr A complains that British Gas Insurance Limited didn’t locate a leak when he called them out and as a result, the ceiling in the flat below collapsed. What happened Mr A held a home emergency policy with British Gas to cover his flat which was rented out. In No... (3 pages)View decision -
Decision Reference DRN-4752119
9 May 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4752119 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to her. Mrs L is represented by a family member but for ease of reference I have referred to Mrs L throughout this decision. What happened Mrs L was provided with a £6,00... (3 pages)View decision -
Decision Reference DRN-4785514
9 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4785514 The complaint Mr B complains that U K Insurance Limited trading as Direct Line unfairly declined a claim under his landlord insurance policy. What happened In August 2022, Mr B contacted Direct Line to make a claim as he’d been informed of a leak by his local water authority. D... (3 pages)View decision
