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 122183 results
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Decision Reference DRN-3991195
22 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3991195 The complaint Ms E complains that Sainsbury's Bank Plc (“Sainsburys”) misadvised her leading to missed credit card payments and a default on her credit file. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In... (3 pages)View decision -
Decision Reference DRN-4508788
22 Jan 2024 Wakam UpheldInsuranceDRN-4508788 The complaint Miss L complains that Wakam unfairly cancelled her home insurance policy after turning down her claim. Miss L believes Wakam acted in a discriminatory way due to her race. Wakam is the underwriter of Miss L’s policy, so it’s her insurer. This complaint is, in part... (8 pages)View decision -
Decision Reference DRN-4573597
22 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4573597 The complaint Mr M complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened In late 2021, Mr M saw a video on his phone showing investments being discussed on a well-known television show. This prompte... (6 pages)View decision -
Decision Reference DRN-4393291
22 Jan 2024 Hastings Insurance Services Limited UpheldConsumer CreditDRN-4393291 The complaint Miss S says Hastings Insurance Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss S took out a 12-month loan for £1,000 in April 2023. The monthly repayments were £89.24. Miss S says her personal situation was not checked p... (3 pages)View decision -
Decision Reference DRN-4563718
22 Jan 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4563718 The complaint Ms C complains about Advantage Insurance Company Limited’s (Advantage) handling of a claim on her car insurance policy following an accident. What happened Following a road traffic accident, Ms C’s car was sent to an approved repairer through her insurance company... (4 pages)View decision -
Decision Reference DRN-4295291
22 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4295291 The complaint A charity which I’ll call ‘R’ complains that Barclays Bank UK Plc didn’t provide confirmation that their fixed term deposit had been completed as instructed. The complaint is brought on R’s behalf by one of their trustees, Mr L. What happened R told us: They want... (3 pages)View decision -
Decision Reference DRN-4295259
22 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4295259 The complaint A charity which I’ll call ‘R’ complains that Barclays Bank UK Plc treated them unfairly when placing a fixed term deposit. The complaint is brought on R’s behalf by one of their trustees, Mr L. What happened R held an account with Barclays. R told us: In early 20... (5 pages)View decision -
Decision Reference DRN-4472813
22 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4472813 The complaint Mr R has complained about the way that Lloyds Bank PLC handled a direct debit claim. What happened In late 2022, Mr R reported a series of direct debit payments to a merchant as unauthorised. They were for home insurance, and had been running since mid-2018. Mr R ... (3 pages)View decision -
Decision Reference DRN-4545403
22 Jan 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4545403 The complaint Mr G complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened The background to this complaint is well known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-4571583
22 Jan 2024 Marshmallow Financial Services Ltd UpheldInsuranceDRN-4571583 The complaint Mr L says that he took out motor insurance arranged by Marshmallow Financial Services Ltd (Marshmallow) without realising he had done so due to a problem with the website. He complains that, after he took out motor insurance with another company, Marshmallow recor... (2 pages)View decision
