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 119791 results
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Decision Reference DRN-4123691
16 May 2023 Lloyds Bank General Insurance Limited UpheldInsurancePage 1 of 7The complaint Mr C and Miss H have complained about the way in which Lloyds Bank General Insurance Limited (‘Lloyds’) has handled a claim under their home insurance policy. For the avoidance of doubt, the term ‘Lloyds’ includes its representatives, loss adjusters and agents in t... (7 pages)View decision -
Decision Reference DRN-4132506
16 May 2023 Bank of Scotland Plc UpheldMortgagesDRN-4132506 The complaint Mr R complains about how Bank of Scotland plc, trading as Birmingham Midshires (BM), has handled his mortgages. He also complains about its poor communication with him. What happened Mr R had three buy-to-let (BTL) mortgages with BM. Following his bankruptcy in ea... (3 pages)View decision -
Decision Reference DRN-4004987
16 May 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4004987 The complaint Mr S complains that Capital One (Europe) plc has failed to make reasonable adjustments to the way it communicates with him. What happened Mr S opened a credit card account with Capital One in September 2021. Later the same month, he called to ask that corresponden... (2 pages)View decision -
Decision Reference DRN-3998023
16 May 2023 FACET INVESTMENT MANAGEMENT LTD UpheldPensions and AnnuitiesDRN-3998023 The complaint Mr E says that advice given by Berkeley Financial Partners (BFP) about his pension – to transfer to a new SIPP (self invested personal pension) and invest via a Discretionary Fund Management (DFM) arrangement – was unsuitable. BFP was and remains an appointed repr... (7 pages)View decision -
Decision Reference DRN-3793527
16 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3793527 The complaint Ms K complains that HSBC UK Bank Plc won’t refund money she lost to fraudsters. What happened The background to this complaint has been set out in some detail by our investigator, so I won’t repeat it all here. Briefly, over an approximately three week period Ms K... (6 pages)View decision -
Decision Reference DRN-4132386
16 May 2023 HSBC UK Bank Plc UpheldMortgagesDRN-4132386 The complaint Mr T complains due to HSBC UK Bank Plc’s errors he’s not been able to secure an interest rate for his mortgage he wanted. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements be... (9 pages)View decision -
Decision Reference DRN-4083764
16 May 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4083764 The complaint Mr P complains that Domestic & General Insurance Plc (“D&G”) caused delays during a claim under his protection policy which left him without a working hob. What happened In early October 2022, Mr P made a claim under his protection policy with D&G for ... (3 pages)View decision -
Decision Reference DRN-4126913
16 May 2023 Everyday Loans Limited UpheldConsumer CreditDRN-4126913 Complaint Mr S has complained about a loan Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loan was unaffordable and so should never have been provided to him. Background Everyday Loans provided Mr S with a loan for £2,000.00 in May 2017. Thi... (3 pages)View decision -
Decision Reference DRN-4050098
15 May 2023 Black Horse Limited UpheldConsumer CreditDRN-4050098 The complaint Mrs W complains about a faulty motorhome she acquired under a hire purchase agreement with Black Horse Limited. Mrs W is represented in this complaint by her husband, Mr W. What happened On 4 November 2020 Mrs W entered into a regulated hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-4112677
15 May 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4112677 The complaint Miss B complains that Madison CF UK Limited trading as 118 118 Money lent to her irresponsibly. What happened Miss B applied for a credit card with 118 118 Money. 118 118 Money approved the application. Miss B complained that 118 118 Money had lent to her irrespon... (2 pages)View decision
