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 122404 results
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Decision Reference DRN-3726967
8 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3726967 The complaint Mrs P complains that HSBC UK Bank Plc won’t refund her for transactions she says she didn’t make or agree to. What happened Mrs P held an account with HSBC. In late 2019 she left the country, taking her debit card (Card 1) with her. In September 2021 HSBC issued a... (4 pages)View decision -
Decision Reference DRN-4095593
8 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4095593 The complaint Mr and Mrs H complain about UK Insurance Limited (UKI) poor service, following a claim under their home emergency policy. What happened Mr and Mrs H contacted UKI to make a claim as their boiler had broken down. In their home were two boilers and what they describ... (4 pages)View decision -
Decision Reference DRN-4148695
8 Jun 2023 TM Advances Limited UpheldConsumer CreditDRN-4148695 The complaint Miss J complains that the loan she had from TM Advances Limited was unaffordable to her. What happened Miss J had one loan from TM Advances in August 2017 as follows: Loan Date Amount Term Monthly Repayment Due Repaid 1 29 Aug 2017 £2,000 24m £215 1 Sep 2019 31 Ja... (3 pages)View decision -
Decision Reference DRN-4173674
8 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4173674 The complaint Mr P and Mrs P complain that AWP P&C SA (AWP) has unfairly declined a claim they made against their Home Emergency policy. What happened Mr P and Mrs P had a home emergency policy underwritten by AWP. In August 2022 Mr P and Mrs P said their only toilet was bl... (3 pages)View decision -
Decision Reference DRN-4061598
8 Jun 2023 Adrian Flux Insurance Services Group UpheldInsuranceDRN-4061598 The complaint Mr T complains about how Adrian Flux Insurance Services Group referred him to an accident management company when he called to make a claim on his motor insurance policy. Reference to Adrian Flux includes its agents. What happened Mr T held a motor insurance polic... (4 pages)View decision -
Decision Reference DRN-4163255
8 Jun 2023 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4163255 The complaint Mr D is unhappy that Capital One (Europe) plc sold his account to a debt purchasing company (DPC) but can’t confirm to which exact company within the DPC’s group it was sold to. What happened Capital One defaulted Mr D’s credit accounts in 2019 and sold the outsta... (3 pages)View decision -
Decision Reference DRN-4159941
8 Jun 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4159941 Complaint Miss W has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loan was unaffordable. Background 118 118 Money provided Miss W with a loan for £2,000.00 in March 2022. This loan had an APR of 35.9% and a term of 60 ... (3 pages)View decision -
Decision Reference DRN-4156703
8 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4156703 The complaint Mr M and Mrs S’s complaint arises from a mortgage application made to Barclays Bank UK Plc. They say that Barclays unfairly rejected their mortgage application. As a result, Mr M and Mrs S weren’t able to buy the property and say that because property prices and i... (4 pages)View decision -
Decision Reference DRN-4177835
8 Jun 2023 OneSavings Bank Plc UpheldMortgagesDRN-4177835 The complaint Mr and Mrs W complain that OneSavings Bank Plc trading as Kent Reliance (“Kent”) charged them for a valuation on a buy to let property, that they wanted to remortgage. But they said that no competent valuation was done, and they wanted the fee paid back to them. W... (4 pages)View decision -
Decision Reference DRN-4029756
8 Jun 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4029756 The complaint Mr F complains that he was unfairly locked into a new National Savings and Investments (NS&I) bond. What happened In 2019 Mr F opened a three year bond with NS&I. The bond terms allowed Mr F to withdraw the funds at a loss of 90 days interest. Mr F was set... (2 pages)View decision
