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 120327 results
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Decision Reference DRN-3832915
1 Dec 2022 T&R Direct Ltd UpheldInsuranceDRN-3832915 The complaint Mr M has complained that T&R Direct Ltd mis-sold him a mortgage payment protection insurance (PPI) policy in 2008. What happened Mr M contacted his independent financial advisor (IFA) in 2008 in relation to insurance cover. The IFA acted as an introducer in re... (3 pages)View decision -
Decision Reference DRN-3797282
1 Dec 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3797282 The complaint Miss Y complains that Metro Bank PLC has added a marker about her at CIFAS, the national fraud database. What happened Miss Y says she received notice her account was going to be closed in January 2022. And she says she hadn’t been involved in any fraudulent activ... (3 pages)View decision -
Decision Reference DRN-3752049
1 Dec 2022 St James's Place UK plc UpheldPensions and AnnuitiesDRN-3752049 The complaint Mr R says St James’s Place UK plc (‘SJP’) is responsible for delaying the cash transfer of his pension – from SJP to Fidelity – and for the financial losses he incurred because of the delay. SJP accepts partial responsibility for the delay. It says it has assessed... (9 pages)View decision -
Decision Reference DRN-3831219
1 Dec 2022 Hiscox Insurance Company Limited UpheldInsuranceDRN-3831219 The complaint Mr D is a sole trader. He has complained that Hiscox Insurance Company Limited unfairly turned down his claim for cancelled events under his commercial insurance policy. What happened Mr D held commercial insurance with Hiscox. He looked to claim on his policy in ... (4 pages)View decision -
Decision Reference DRN-3834479
1 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3834479 The complaint Mr M complains Everyday Lending Limited, trading as TrustTwo, lent to him irresponsibly. What happened In July 2016 Mr M applied for, and was given a loan for £5,000, which was repayable over a period of 48 months (loan 1). The repayments were around £190 a month,... (4 pages)View decision -
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
