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 366874 results
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Decision Reference DRN-4871103
31 Jan 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4871103 The complaint Mr C complains that American Express Services Europe Limited (“AESEL”) didn’t fairly deal with a claim he made under Section 75 (S75) of the Consumer Credit Act1974 (the ‘CCA’) in relation to a purchase he made with a supplier. What happened Mr C booked a holid... (3 pages)View decision -
Decision Reference DRN-5285053
31 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5285053 The complaint Mr A has complained that Lloyds Bank PLC (“Lloyds”) failed to protect him from falling victim to a scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. Bu... (5 pages)View decision -
Decision Reference DRN-5300930
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5300930 The complaint Mr B and Mrs B are unhappy the HSBC UK Bank Plc declined transactions they tried to make on their joint account while overseas. What happened Mr B and Mrs B were overseas and tried to make a series of purchases using their debit cards for their joint current ac... (2 pages)View decision -
Decision Reference DRN-5243344
31 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5243344 The complaint Mr and Mrs H are complaining on behalf of C – a limited company – about the way Aviva Insurance Limited has handled a claim C made on its commercial vehicle insurance policy. In particular they’re unhappy with the way the car was repaired. What happened C’s car... (3 pages)View decision -
Decision Reference DRN-5174946
31 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5174946 The complaint Ms L and Mr L as trustees of the L Trust have complained about Phoenix Life Limited (Phoenix). The trustees said Phoenix has been unreasonable in wanting sight of the original trust deed, in the event of a claim on a whole of life policy that is held in its tru... (4 pages)View decision -
Decision Reference DRN-5179400
31 Jan 2025 Next Retail Limited Not upheldConsumer CreditDRN-5179400 The complaint Mrs P complains Next Retail Limited (“Next”) were wrong to default her account and that when it did, it used the wrong date. What happened Mrs P has held a store card account with Next since 2005. The account fell into arears in 2018. From 2019 number of reduce... (3 pages)View decision -
Decision Reference DRN-5238208
31 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5238208 The complaint Mr P complains about the way Advantage Insurance Company Limited trading as Hastings Direct (Hastings) handled his claim for a repair to his car’s windscreen. What happened The details of what happened here are well known to both parties. So, I will just summar... (3 pages)View decision -
Decision Reference DRN-5294159
31 Jan 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5294159 The complaint The estate of Mrs A (“the estate”) complains that Fairmead Insurance Limited (“Fairmead”) unfairly declined its claim for damage caused by an escape of water, under the executor’s home buildings insurance policy. What happened An escape of water occurred in the... (3 pages)View decision -
Decision Reference DRN-5299913
31 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5299913 The complaint Ms M complains about the quality of a used car that was supplied through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional dec... (5 pages)View decision -
Decision Reference DRN-4959466
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4959466 The complaint Mr Y complains Wise Payments Limited unfairly closed his account without notice or explanation. What happened Mr Y held a Wise account. On 3 June 2023 Mr Y received a payment into his account. Mr Y’s account was blocked on 19 June 2023, and on the same day Mr ... (3 pages)View decision
