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-4559119
12 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4559119 The complaint Mrs S complains about HSBC UK Bank Plc withdrawing her longstanding overdraft without giving a valid reason. What happened Mrs S had an overdraft on her HSBC bank account for more than a decade. In November 2023, HSBC informed Mrs S that they would be withdrawing ... (3 pages)View decision -
Decision Reference DRN-4737453
12 Apr 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4737453 The complaint Mrs G’s complaint is that Mitsubishi HC Capital UK Plc (trading as Novuna Personal Finance) (‘Mitsubishi’) acted unfairly and unreasonably when deciding against paying her claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). The complaint is only in... (4 pages)View decision -
Decision Reference DRN-4731306
12 Apr 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4731306 The complaint Mr Q complains about the level of service provided by Hastings Insurance Services Limited during the renewal period of a buildings insurance policy. What happened Mr Q incepted a buildings insurance policy in 2022, arranged by Hastings. It was set up to automatica... (3 pages)View decision -
Decision Reference DRN-4456515
12 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4456515 The complaint Mr L complains that HSBC UK Bank Plc (“HSBC”) have failed to refund the money he lost as part of an investment scam. Mr L has a representative but for ease of reading I will mainly just refer to Mr L. What happened The details of this complaint are well known to b... (3 pages)View decision -
Decision Reference DRN-4681384
12 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4681384 The complaint M, a limited company, is unhappy QIC Europe Ltd turned down a claim it made on its commercial combined insurance policy. M is represented by its managing director, Mr F. What happened M, a hospitality business, took out insurance with QIC in December 2019. In Sept... (6 pages)View decision -
Decision Reference DRN-4713638
12 Apr 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4713638 The complaint Miss V complains about the quality of a car she has been financing through an agreement with Toyota Financial Services (UK) PLC (who I’ll call TFS). She also says they were unreasonable to report adverse information to her credit file. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4503841
12 Apr 2024 Paragon Bank Plc Not upheldMortgagesDRN-4503841 The complaint Miss O complains that Paragon Bank PLC has made multiple mistakes with her buy-to-let mortgage, which have resulted in the balance being higher than it should be and her credit file being adversely affected. What happened Miss O has a buy-to-let interest-only mort... (2 pages)View decision -
Decision Reference DRN-4736629
12 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4736629 The complaint Mrs W has complained about the quality of a car she acquired under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (NIIB). What happened To summarise, Mrs W acquired a used car under a four-year hire purchase agreement with NIIB in ... (4 pages)View decision -
Decision Reference DRN-4410106
12 Apr 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4410106 The complaint Mr R complains about Computershare Investor Services Plc, (‘Computershare’). Mr R had a share incentive plan. He says Computershare failed to notify him of the options available to him when he retired, and it then sold his shares without his authority. So, to put ... (3 pages)View decision -
Decision Reference DRN-4655656
12 Apr 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4655656 The complaint W, a charity, complains Hiscox Insurance Company Limited turned down a claim it made on its professional insurance portfolio policy. What happened In September 2012 W contacted Hiscox (via its broker) and requested assistance to defend fraud charges the relevant a... (4 pages)View decision
