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 380824 results
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Decision Reference DRN-4848327
23 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4848327 The complaint Mr G is unhappy with the settlement he received after esure Insurance Limited declared his car a total loss. What happened Mr G was unfortunately involved in a car accident that wasn’t his fault, so he made a claim on his motor insurance policy. After investiga... (3 pages)View decision -
Decision Reference DRN-4911379
23 Sep 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4911379 The complaint Miss H is unhappy with how Tesco Underwriting Limited dealt with a motor insurance claim. What happened Miss H held a motor insurance policy, underwritten by Tesco. In January 2024, Miss H’s car was damaged in a car park, with no details left by a third party... (3 pages)View decision -
Decision Reference DRN-5000229
23 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5000229 The complaint Mr P is unhappy with HSBC UK Bank Plc. He had work done at his home by a company “S” and wrote out a cheque to pay S for the work. When S tried to cash the cheque, it couldn’t, the cheque was declined due to fraud concerns. What happened Mr P wanted to pay S s... (2 pages)View decision -
Decision Reference DRN-4803496
23 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4803496 The complaint Mr W has complained Revolut Ltd did nothing to intervene and stop payments he made which turned out to be a safe account scam. What happened In 2023 Mr W received a phone call from someone purporting to be from Revolut. They alerted him to suspicious transactio... (4 pages)View decision -
Decision Reference DRN-4722976
23 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4722976 The complaint Miss A has complained Nationwide Building Society won’t refund £230 that she didn’t get from a cash machine she used in January 2024. What happened One evening in January Miss A used a cash machine at a supermarket to withdraw £250. As the cash was dispensed, s... (2 pages)View decision -
Decision Reference DRN-5038416
23 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5038416 The complaint Mr D has complained about the way Ageas Insurance Limited (‘Ageas’) dealt with a claim he made on his motor insurance policy after he was involved in an accident. Ageas is the underwriter of this policy i.e. the insurer. During the claim Mr D also dealt with o... (3 pages)View decision -
Decision Reference DRN-5017743
23 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5017743 The complaint Ms G complains that HSBC UK Bank Plc lent to her irresponsibly. What happened Ms G applied for a credit card with HSBC in September 2019. HSBC approved the application and gave Ms G a credit card with a credit limit of £10.500. Ms G transferred two balances to ... (3 pages)View decision -
Decision Reference DRN-5038380
23 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5038380 The complaint Mr W complains about how Watford Insurance Company Europe Limited handled a claim made on his motor insurance policy. What happened Mr W drove through a body of water and his car’s power steering failed. He was told that the steering rack would have to be remo... (3 pages)View decision -
Decision Reference DRN-5037994
23 Sep 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5037994 The complaint Mr T complains that Nationwide Building Society closed his current and savings accounts with it and removed his credit card facility. He says that the way in which Nationwide communicated its intentions was unclear. What happened Mr T had numerous accounts with... (3 pages)View decision -
Decision Reference DRN-4995054
23 Sep 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4995054 The complaint Mr K complains that Advantage Finance Limited didn’t tell him about a loan acceptance fee until after he’d accepted the loan and that it didn’t tell him how much interest he’d saved when he made overpayments. What happened Mr K entered into a hire purchase agre... (3 pages)View decision
