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 125400 results
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Decision Reference DRN-4625051
26 Mar 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4625051 The complaint Ms H is complaining about American Express Services Europe Limited (AESEL) because she believes it should have offered a higher limit on her credit card and then misinformed her about how she could use it to fund a purchase that cost more than the limit she was gi... (2 pages)View decision -
Decision Reference DRN-4709243
26 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4709243 The complaint Mr C is unhappy that Barclays Bank UK PLC (“Barclays”) has not refunded the money he lost after he fell victim to an investment scam. What happened I issued a provisional decision in early March 2024 to explain why I thought Mr C’s complaint should be partially up... (8 pages)View decision -
Decision Reference DRN-4709187
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4709187 The complaint Ms W complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Ms W applied for two credit cards from NewDay - a Marbles card and an Aqua card. These were agreed, and the limits increased as shown: Marbles: Date Limit March 2020 £1,200 (new card)... (6 pages)View decision -
Decision Reference DRN-4446180
26 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4446180 The complaint A company I’ll call R complains about the manner in which National Westminster Bank PLC (NatWest) carried out a business profile review in respect of R. R is represented by its director, Mr H. What happened On 11 November 2020, NatWest started a business profile r... (3 pages)View decision -
Decision Reference DRN-4638480
26 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4638480 The complaint Mr R via a representative complains that HSBC UK Bank Plc (“HSBC”) won’t refund over £50,000 he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr R fell victim... (4 pages)View decision -
Decision Reference DRN-4618354
26 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4618354 The complaint Mr S complains about how U K Insurance Limited (“UKI”), trading as Churchill, declined a claim for a damaged windscreen under his car insurance policy. What happened Mr S’s windscreen was damaged when it was scratched. He called UKI and made a claim. It told him t... (3 pages)View decision -
Decision Reference DRN-4564281
26 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4564281 The complaint Mr O complains that Santander UK plc ignored his requests for information about his mortgage. What happened Mr O has an interest-only mortgage with Santander. He took it out in 2004 over a term of 20 years, so the term ends this year. In May 2023 Mr O contacted Sa... (2 pages)View decision -
Decision Reference DRN-4706525
26 Mar 2024 Lloyds Bank PLC UpheldMortgagesDRN-4706525 The complaint Mr and Mrs B complain that Lloyds Bank PLC have inaccurately recorded the payment history of their mortgage account with credit reference agencies. What happened Mr and Mrs B had a repayment mortgage with Lloyds. In May 2017, they contacted Lloyds to explain they ... (8 pages)View decision -
Decision Reference DRN-4644739
26 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4644739 The complaint Miss C is unhappy with the way in which AWP P&C SA has handled a claim made on her travel insurance policy including not providing a substantive response to her claim for medical expenses. What happened Whilst abroad in 2022, Miss C injured her knee and requir... (2 pages)View decision -
Decision Reference DRN-4677919
26 Mar 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4677919 The complaint Mr B complains that Oodle Financial Services Limited (Oodle) failed to complete adequate affordability checks prior to approving a Hire Purchase agreement for him. He says had they done, the finance would not have been offered. What happened In June 2021, Mr B ac... (3 pages)View decision
