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 125363 results
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Decision Reference DRN-4801286
17 May 2024 Lendable Ltd UpheldConsumer CreditDRN-4801286 The complaint Mr S complains that Lendable Ltd provided him with a loan that was unaffordable and has trapped him in a cycle of debt. He also complains that Lendable hasn’t conducted a full and fair investigation into his complaint. Mr S wants all interest, fees and charges rem... (4 pages)View decision -
Decision Reference DRN-4542792
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4542792 The complaint Miss B complains that Monzo Bank Ltd won’t fully refund the money she sent to a third party in error. What happened Miss B made three transactions to a third party whom I’ll refer to as A. These transactions amount to £1,125 and were made on 1 July 2023 (£75); 13 ... (3 pages)View decision -
Decision Reference DRN-4767448
17 May 2024 Castle Financial & Mortgage Services UpheldInsuranceDRN-4767448 The complaint Ms B has complained about advice she received from Castle Financial & Mortgage Services (“Castle”). What happened Ms B says that she contacted Castle in 2022 to enquire what the best policy for her would be – her priority was family protection if she were to p... (3 pages)View decision -
Decision Reference DRN-4765720
17 May 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4765720 The complaint Mr J has complained that HSBC Bank UK plc (“HSBC”) gave him a loan he couldn’t afford to repay. What happened HSBC advanced Mr J a 60-month loan for £4,480 on 5 September 2013. The monthly repayments were £115.68. Mr J had had some difficulties repaying the loan a... (4 pages)View decision -
Decision Reference DRN-4791842
17 May 2024 Fairscore Ltd UpheldConsumer CreditDRN-4791842 The complaint Miss P complains that Fairscore Ltd trading as Updraft lent irresponsibly when it approved three loans within a short period of time. What happened In April 2022 Miss P applied for a loan of £10,000 with Updraft for debt consolidation purposes. In the application,... (3 pages)View decision -
Decision Reference DRN-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-4777615
17 May 2024 Wakam UpheldInsuranceDRN-4777615 The complaint Mr E complains about how Wakam dealt with a claim he made on his car insurance policy after he was involved in an accident. What happened Mr E has a car insurance policy with Wakam. Unfortunately, in January 2023 Mr E was involved in an accident so... (3 pages)View decision -
Decision Reference DRN-4737717
17 May 2024 Amtrust Europe Limited UpheldInsuranceDRN-4737717 The complaint Ms A and Mrs A are unhappy with what Amtrust Europe Limited did after they made a claim on their landlord legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mrs A, I’ll refer to her in this decision. What h... (4 pages)View decision -
Decision Reference DRN-4801092
17 May 2024 Openwork Limited UpheldMortgagesDRN-4801092 The complaint Mr M is unhappy as he feels an appointed representative of Openwork Limited trading as The Openwork Partnership (Openwork), committed him to a fixed interest rate product for five years with his lender, without his authority. Mr M says he was not provided with a c... (9 pages)View decision -
Decision Reference DRN-4702591
17 May 2024 Barclays Bank Plc UpheldInvestmentsDRN-4702591 The complaint Mrs W complaints about how Barclays Bank Plc (‘Barclays’) administered the transfer of her Individual Savings Account (‘ISA’). She says this took too long, and it caused her a financial loss and some distress and inconvenience. What happened Mrs W has made a numbe... (4 pages)View decision
