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 370902 results
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Decision Reference DRN-4806789
3 Jun 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4806789 The complaint Mr M is unhappy with what DAS Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened On 19 October 2023 Mr M contacted DAS and said a Section 21 eviction notice had been served by his landlord at th... (3 pages)View decision -
Decision Reference DRN-4729574
3 Jun 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4729574 The complaint Ms S and Mr W complains The Co-operative Bank Plc (Co-op) declined to refund several payments they say they didn’t make or allow anyone else to make. What happened After reviewing the joint account statements, Mr W contacted Co-op at the end of December 2023 to re... (3 pages)View decision -
Decision Reference DRN-4472702
3 Jun 2024 Black Horse Limited Not upheldConsumer CreditDRN-4472702 The complaint Mrs C complains about a used car she acquired using a hire purchase agreement from Black Horse Limited. Mrs C is unhappy with the quality of the car and that Black Horse Limited has not accepted her request to reject the car. What happened Mrs C acquired a used ca... (3 pages)View decision -
Decision Reference DRN-4748168
3 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4748168 The complaint Mr H complains that when his mortgage was transferred to Topaz Finance Limited trading as Hessonite Mortgages, the direct debit was cancelled by Hessonite. But when he complained about this, he said Hessonite denied this, and handled his complaint unprofessionally... (2 pages)View decision -
Decision Reference DRN-4818831
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4818831 The complaint Mrs B and Mr B complain Barclays Bank PLC caused them distress and inconvenience by incorrectly closing their accounts, for which they should be compensated. What happened The facts leading to the closure of Mrs B and Mr B’s accounts are well known to both parties... (3 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN-4830645
3 Jun 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4830645 The complaint Mr W is complaining about First Response Finance Ltd. He says they acted irresponsibly in lending to him because of his credit history and complains that this created an unfair relationship. Mr W’s complaint has been brought to us by a representative but for ease ... (5 pages)View decision -
Decision Reference DRN-4803624
3 Jun 2024 Barclays Insurance Services Company Limited UpheldInsuranceDRN-4803624 The complaint Mr and Mrs K say Barclays Insurance Services Company Limited mis-sold them insurance policies covering properties they rented out. Although the policies are in joint names the complaint has been brought by Mr K so for ease I’ll generally refer to him in this decis... (3 pages)View decision -
Decision Reference DRN-4739323
3 Jun 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4739323 The complaint Mr G complains that HSBC UK Bank Plc (“HSBC”) misled him during a phone conversation concerning the impact of taking a payment break. What happened Mr G has loan with HSBC and in the summer of 2022 he was setting up his own business. He contacted HSBC to explore i... (2 pages)View decision -
Decision Reference DRN-4817680
3 Jun 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4817680 The complaint Mr B complains Barclays Bank UK PLC caused him financial loss and distress and inconvenience by incorrectly closing his business account. What happened The facts that led to Mr B’s complaint are well known to both parties, so I am not going to detail everything wh... (4 pages)View decision
