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 128535 results
-
Decision Reference DRN-4841239
11 Jun 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4841239 The complaint Mr A complains that TransUnion International UK Limited (TransUnion) added his brother’s mortgage account to his credit file and failed to resolve this within a reasonable timeframe once informed of the error. What happened I issued my provisional decision to both... (3 pages)View decision -
Decision Reference DRN-4845928
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4845928 The complaint T, a limited company, complains that National Westminster Bank Plc unreasonably closed its accounts and withheld needed funds. They’d like to be compensated. What happened T held accounts with NatWest, including accounts for funds held in Euros and US Dollars. In ... (3 pages)View decision -
Decision Reference DRN-4846103
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4846103 The complaint Mrs D complains that National Westminster Bank Plc has treated her business unprofessionally and unfairly. This began with a review of her business accounts, but resulted in her bounce back loan being put into default and the business current account closed. She s... (6 pages)View decision -
Decision Reference DRN-4789834
11 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4789834 The complaint Mr J complains that American Express Services Europe Limited (AESEL) failed to recover the money paid for an item purchased on his credit card. What happened On 18 May 2023 Mr J purchased a barbecue for £129.29 from an online retailer I’ll call “Y” using his AESEL... (3 pages)View decision -
Decision Reference DRN-4845081
11 Jun 2024 Progressive Money Limited UpheldConsumer CreditDRN-4845081 The complaint Mr H complains that Progressive Money Limited irresponsibility lent to him when it agreed a loan. What happened In June 2018 Progressive Money gave Mr H a £3,500 loan to be repaid over 36 months. The APR was 46.78% and the monthly repayment was approximately £166.... (4 pages)View decision -
Decision Reference DRN-4781298
11 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4781298 The complaint S, a company, complains that HSBC UK Bank Plc delayed in lifting restrictions it had placed on its business current account. The complaint has been brought by its director, whom I’ll refer to as Mr L. What happened In June 2022 HSBC placed restrictions on S’s curr... (2 pages)View decision -
Decision Reference DRN-4840735
11 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4840735 The complaint Mrs P has complained about the way AXA Insurance UK Plc handled a claim she made on her buildings insurance policy for subsidence. Reference to Mrs P includes her representative. What happened The claim has been ongoing for a number of years, so I’ll summarise the... (9 pages)View decision -
Decision Reference DRN-4845760
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4845760 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly and unreasonably refused to pay her claim for her dog under her pet insurance policy. What happened Mrs B bought her policy for her dog which started on 11 November 2021. Mrs B’s d... (4 pages)View decision -
Decision Reference DRN-4816684
11 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4816684 The complaint Mr O has complained that Santander UK Plc delayed moving his mortgage to a concessionary fixed interest rate and that Santander UK Plc wrongly reported mortgage arrears on his credit file. Mr O has claimed that he suffered a financial loss as a result. What happen... (4 pages)View decision -
Decision Reference DRN-4713881
11 Jun 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-4713881 The complaint Mrs F complains about the service she’s received from Embark Service Limited (formally Hornbuckle Mitchell Group Ltd). She say’s they’ve failed to help rectify issues with two land investments held in her late husband’s pension. What happened Mrs F’s late husband ... (9 pages)View decision