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 369228 results
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Decision Reference DRN-4740728
22 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4740728 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, irresponsibly lent to her and its settlement offer does not recognise the distress she has suffered. What happened On 15 September 2020 Halifax approved an overdraft facility of £100 for Mrs H. On 4 October 2020... (2 pages)View decision -
Decision Reference DRN-4600625
22 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4600625 The complaint Mr J complains about a new car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). Mr J is unhappy about the quality of the car, considers it to be dangerous and would like BMWFS to accept his rejection of the car. What ha... (4 pages)View decision -
Decision Reference DRN-4754990
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4754990 The complaint Mr H has complained that HSBC UK Bank Plc irresponsibly lent to him and unfairly continued applying charges to his overdraft when he was in financial difficulty. Mr H is represented by a third party but for ease of reference I have referred to Mr H throughout this... (4 pages)View decision -
Decision Reference DRN-4718638
22 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4718638 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made for damage caused by subsidence on her home insurance policy. Mrs H is being represented in bringing this complaint, but for ease I’ve referred to all action... (5 pages)View decision -
Decision Reference DRN-4678296
22 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4678296 The complaint Mrs M complains about AXA PPP Healthcare Limited’s calculation of the applicable No Claims Discount (NCD) at annual renewal of her personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simp... (4 pages)View decision -
Decision Reference DRN-4755215
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4755215 The complaint Mr K complains that Santander UK Plc blocked a transaction on his credit card even though he confirmed it was genuine. He says this caused him to incur unnecessary costs of around £400 which he wants refunded. Mr K’s wife is acting as a representative on this comp... (4 pages)View decision -
Decision Reference DRN-4495881
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4495881 The complaint Miss W complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave her a credit card account she couldn’t afford. What happened In April 2010, Miss W applied for and was granted a credit card account with NatWest with a credit limit of £1,350. Ther... (2 pages)View decision -
Decision Reference DRN-4683065
22 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4683065 The complaint Mr G has complained that Ageas Insurance limited unfairly and unreasonably cancelled his policy. It also didn’t refund the set-up fee of £20 and placed a cancellation marker on his insurance record making it unaffordable for Mr G to buy another policy. What happen... (3 pages)View decision -
Decision Reference DRN-4755343
22 Apr 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4755343 The complaint Mr D complains HDI Global Specialty SE unfairly declined a claim he made on his building warranty policy. What happened Mr D owns a property which comes with an HDI building warranty for ten years. In 2023 – around five years into the policy – he made a claim on i... (3 pages)View decision -
Decision Reference DRN-4425985
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4425985 The complaint Mr O complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of t... (4 pages)View decision
