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 360982 results
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Decision Reference DRN-5076048
8 Nov 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-5076048 The complaint Mrs S complains that Tesco Personal Finance PLC did not explain the consequences of putting her loan repayments on hold and provided poor customer service. What happened Mrs S says Tesco agreed to put her loan repayments on hold when she became the carer for h... (3 pages)View decision -
Decision Reference DRN-5111901
8 Nov 2024 HiFX Europe Limited UpheldBanking and PaymentsDRN-5111901 The complaint Mr D is unhappy with HiFX Europe Limited trading as XE. Mr D used XE to transfer a large amount of Australian dollars for conversion into British pounds. But the transfer didn’t go through. The money appeared to be missing for a period of time until it ended up... (3 pages)View decision -
Decision Reference DRN-5123203
8 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5123203 The complaint Mr R has complained about the gross distortion the replacement windscreen he received from Admiral Insurance (Gibraltar) Limited had when he made a claim for a replacement windscreen for his car under his motor policy. References to Admiral include all its age... (3 pages)View decision -
Decision Reference DRN-5131200
8 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5131200 The complaint Mr F complains that Tesco Personal Finance PLC trading as Tesco Bank lied to him on multiple occasions. What happened Mr F rung Tesco to swap credit limits between two credit cards he had with them, but Tesco made an error in the limit that was swapped over. Mr... (6 pages)View decision -
Decision Reference DRN-4599549
8 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4599549 The complaint Mr and Mrs D are unhappy with the quality of the reinstatement of their flooring by AXA Insurance UK Plc following a claim they made for subsidence damage to their home. Any reference to AXA includes the actions of its agents or representatives. What happened ... (4 pages)View decision -
Decision Reference DRN-5068533
8 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5068533 The complaint Mr H has complained that cinema vouchers that were issued as a benefit of a packaged bank account he held with Lloyds Bank PLC (”Lloyds”) were not accepted by a cinema when he went to use them. What happened Mr H opened a Club Lloyds account with Lloyds on 28 S... (2 pages)View decision -
Decision Reference DRN-4987927
8 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4987927 The complaint Mr P complains that Advantage Insurance Company Limited (Advantage) unfairly cancelled his motor insurance policy. What happened In early February 2024 Mr P took out a telematics motor insurance policy with Advantage. The terms of the policy required Mr P to i... (2 pages)View decision -
Decision Reference DRN-5107575
8 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5107575 The complaint Mr K complains about the way U K Insurance Limited trading as Darwin (“UKI”) investigated a claim and decided liability under his car insurance policy. What happened Mr K had a car insurance policy with UKI. In October 2022 Mr K was pulling out of his driveway ... (5 pages)View decision -
Decision Reference DRN-4638076
8 Nov 2024 abrdn Financial Planning And Advice Limited UpheldInvestmentsDRN-4638076 The complaint Mr I complains that abrdn Financial Planning and Advice Limited (“abrdn”) failed to switch his portfolio from abrdn Client Portfolio 2 (“portfolio 2”) to abrdn Client Portfolio 3 (“portfolio 3”) despite undertaking to do so, following his April 2022 review. As ... (7 pages)View decision -
Decision Reference DRN-4984051
8 Nov 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4984051 The complaint Mr P complains HSBC UK Bank Plc (“HSBC”) closed his business’ Client Deposit Account (DCA) as it no longer met its renewed eligibility criteria. Mr P says in doing so, HSBC is discriminating against his industry. Mr P also complains that: He was wrongly told ... (6 pages)View decision
