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-4543707
26 Jun 2024 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-4543707 The complaint Mr A complains about Al Rayan Bank PLC. He says that Al Rayan didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr A unfortunately fell victim to a task-based job sc... (4 pages)View decision -
Decision Reference DRN-4875247
26 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4875247 The complaint Mrs M and Mr P complain about the way AXA Insurance UK Plc handled their claim under their home insurance policy. Mrs M and Mr P are joint policy holders but Mrs M was the main correspondent with AXA and, for ease, I’ll refer solely to her throughout. Reference to... (3 pages)View decision -
Decision Reference DRN-4811482
26 Jun 2024 Vodafone Limited UpheldConsumer CreditDRN-4811482 The complaint Mr S has complained that Vodafone Limited acted irresponsibly when it provided him with multiple credit agreements between 2021 and 2023. Background Between late 2021 and 2023 Mr S applied for 25 different device plans from Vodafone. In each instance he was approv... (4 pages)View decision -
Decision Reference DRN-4840499
26 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4840499 The complaint Miss K complains about how esure Insurance Limited (esure) dealt with a claim under her home insurance policy for alternative accommodation following a leak at her property. esure use agents to administer the policy and to assess claims. References to esure includ... (4 pages)View decision -
Decision Reference DRN-4819516
26 Jun 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4819516 The complaint Mr C complains that Sainsbury's Bank Plc (“Sainsbury’s”) withdrew a loan offer due to a system error and that he, therefore, had to secure finance elsewhere at a higher rate. What happened Mr C applied for a loan through Sainsbury’s so he could buy a car. The... (2 pages)View decision -
Decision Reference DRN-4874502
26 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4874502 The complaint Mrs W is seeking to recover from HSBC UK Bank plc trading as first direct (“First Direct”), multiple payments she made between December 2021 and February 2022 from her bank account as a result of a third-party scam. What happened I’m not going to cover all the po... (13 pages)View decision -
Decision Reference DRN-4874973
26 Jun 2024 Cater Allen Limited UpheldBanking and PaymentsDRN-4874973 The complaint Mr and Mrs W are seeking to recover from Cater Allen Limited trading as Cater Allen Private Bank (“Cater Allen”), multiple payments they made between December 2021 and February 2022 from their joint bank account as a result of a third-party scam. What happened I’... (5 pages)View decision -
Decision Reference DRN-4875063
26 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4875063 The complaint Mr L has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim he made under Section c (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140A (‘s.1... (5 pages)View decision -
Decision Reference DRN-4847033
26 Jun 2024 Metro Bank PLC UpheldConsumer CreditDRN-4847033 The complaint Mr H complains that a car supplied to him under a hire purchase agreement with Metro Bank PLC trading as RateSetter (“RateSetter”) was of an unsatisfactory quality. What happened I issued a provisional decision on this complaint earlier this month. In that decisio... (5 pages)View decision -
Decision Reference DRN-4590158
26 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4590158 The complaint Mrs W complains about how Santander UK Plc dealt with her chargeback claim in relation to immigration advice and assistance services. What happened In 2022 Mrs W paid a third party (“the merchant”) to obtain visas for herself and her husband to go and live in anot... (4 pages)View decision