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 128312 results
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Decision Reference DRN-4969424
15 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4969424 The complaint G is a limited company, and it brings this complaint through its director, whom I’ll refer to as “Mr A”. G complains that HSBC UK Bank Plc closed its accounts without good reason. Further, it gave notice of closure by post when it knew that Mr A was not in the ... (4 pages)View decision -
Decision Reference DRN-4961365
15 Aug 2024 RCI Financial Services Limited UpheldConsumer CreditDRN-4961365 The complaint Mr W complained about the quality of a new car he acquired under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘Mobilize’). When I refer to what Mr W and Mobilize have said or done, it should also be take... (7 pages)View decision -
Decision Reference DRN-4804264
15 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4804264 The complaint Mrs G has complained that Covea Insurance plc (Covea) unfairly declined a claim for storm damage under her home insurance policy. What happened Mrs G contacted Covea to make a claim for storm damage. Covea reviewed the claim and closed it because it said the w... (2 pages)View decision -
Decision Reference DRN-4727997
15 Aug 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4727997 The complaint Mr C complains The Co-operative Bank Plc unfairly blocked his account and took too long to carry out a review of his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (3 pages)View decision -
Decision Reference DRN-4727878
15 Aug 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4727878 The complaint Business L, represented by Mr C complains The Co-operative Bank Plc unfairly blocked L’s business account and caused delays in removing the restrictions. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provi... (3 pages)View decision -
Decision Reference DRN-4969377
15 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4969377 The complaint Miss T complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Miss T is represented in this case but for ease I’ll refer to Miss T throughout my decision. Miss T ... (5 pages)View decision -
Decision Reference DRN-4968667
15 Aug 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4968667 The complaint Mr B and Mr P complain that Inter Partner Assistance SA (“IPA”) has unfairly declined their travel insurance claim. Mr B was the policyholder and Mr P was an additional covered person who travelled on the relevant trip. For ease of reference, I’ll refer only t... (3 pages)View decision -
Decision Reference DRN-4670579
15 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4670579 The complaint Mr A complains that HSBC UK Plc gave him notice that it intended to close his personal accounts, having previously restricted them. It then decided that it would not close them after all. What happened Mr A had a current account and a savings account with HSBC.... (2 pages)View decision -
Decision Reference DRN-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-3988915
15 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3988915 The complaint Mr J has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140.A (... (5 pages)View decision