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 119592 results
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Decision Reference DRN-3835785
1 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3835785 The complaint Mr A complains that Santander UK Plc debited direct debit payments from his account the day before they were scheduled to leave his account. What happened Mr A says that on 19 January he attempted to put fuel into his vehicle for an early morning start on 20 Janua... (5 pages)View decision -
Decision Reference DRN-3567448
1 Dec 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3567448 The complaint Mr W complains that Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded. What happened In January 2015 118 118 Mon... (3 pages)View decision -
Decision Reference DRN-3835677
1 Dec 2022 MBNA Limited UpheldBanking and PaymentsDRN-3835677 The complaint Mr B complains that MBNA Limited irresponsibly lent to him. What happened Mr B opened a credit card account with MBNA in August 2016. His credit limit was set at £7,500 and increased to £9,300 in April 2017. He opened a second credit card in February 2017 and his ... (3 pages)View decision -
Decision Reference DRN-3835539
1 Dec 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceThe complaint Mr B and Mr N complain about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim for subsidence they made under their home insurance policy. Mr B and Mr N are joint policy holders. But as most of the correspondence with RSA has been with Mr B, for ease, I... (5 pages)View decision -
Decision Reference DRN-3642002
1 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3642002 The complaint Miss J complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of a scam. What happened In December 2020, Miss J met a man on an online dating app. They began communicating via an instant messaging service and their relationship dev... (5 pages)View decision -
Decision Reference DRN-3761605
1 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3761605 The complaint Mrs F complains that HSBC UK Bank Plc (‘HSBC Bank’) irresponsibly gave her credit that she couldn’t afford. What happened On 15 September 2020 Mrs F took out a loan for £18,000, a term of 72 months and an initial payment of £302.41 followed by 71 monthly payments ... (3 pages)View decision -
Decision Reference DRN-3747924
1 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3747924 The complaint Mr and Mrs B complain about QIC Europe Ltd have unfairly declined their Buildings Insurance claim. All references to QIC also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again her... (2 pages)View decision -
Decision Reference DRN-3641678
1 Dec 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3641678 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr C lives abroad but was looking to invest some of the savings he held in the UK and so asked an associate of his to look for possible investments ... (4 pages)View decision -
Decision Reference DRN-3834165
1 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3834165 Complaint Ms W has complained about a guarantor loan Everyday Lending Limited (trading as “George Banco”.com) provided to her. She says the loan was unaffordable, would like the interest to be removed and for her dad to be released from his obligations as her guarantor. Backgro... (7 pages)View decision -
Decision Reference DRN-3748072
1 Dec 2022 Amtrust Europe Limited UpheldInsuranceDRN-3748072 The complaint Ms C complains Amtrust Europe Limited treated her unfairly after she made a claim under her home emergency cover. What happened Ms C had a Bradford and Bingley branded home insurance policy. The policy included various different types of cover, which are underwrit... (4 pages)View decision
