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 121668 results
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Decision Reference DRN-3868585
12 Jan 2023 Gain Credit LLC UpheldConsumer CreditDRN-3868585 The complaint Miss C complains that Gain Credit LLC trading as Lending Stream (Lending Stream) gave her loans which she couldn’t afford to repay. What happened Miss C was granted five loans from Lending Stream between August 2018 and December 2018. A summary of her borrowing ca... (6 pages)View decision -
Decision Reference DRN-3895349
12 Jan 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3895349 The complaint Mr W has complained about the standard of the repairs carried out to his car following an accident and the poor service provided following a claim under his motor insurance policy with Haven Insurance Company Limited. I appreciate Mr W dealt with Haven’s claim han... (3 pages)View decision -
Decision Reference DRN-3896929
12 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3896929 The complaint Mr H is unhappy Santander UK Plc hasn’t refunded debit card transactions on his current account that he’s reported as unauthorised. What happened The details of this complaint are well known to both parties, so I will not repeat them again in detail here. The fact... (3 pages)View decision -
Decision Reference DRN-3869752
12 Jan 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3869752 The complaint Mrs C complains that Aviva Life & Pensions UK Limited provided her with incorrect statements for her personal pension plan in 2020 and 2021. What happened On 20 March 2020, Aviva told Mrs C her pension was invested into its Property Fund, and transactions in a... (3 pages)View decision -
Decision Reference DRN-3645161
12 Jan 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3645161 Complaint Mr M is unhappy with Sainsbury’s Bank Plc’s decision to close his credit card account without notice and to load a fraud marker against his name. Background This case turns on three different properties to which Mr M has a connection. I’ll refer to these as Addresses ... (3 pages)View decision -
Decision Reference DRN-3674677
12 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3674677 The complaint Mrs B has complained that Barclays Bank UK PLC mis-handled an international money transfer. What happened Mrs B had been trying to make an international money transfer using the banking app on her phone but it wouldn’t work. So she then went into a branch on 14 Ju... (3 pages)View decision -
Decision Reference DRN-3862832
12 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3862832 The complaint Mr A complained that repairs under his claim took too long and poor workmanship led to other issues with his property. Mr A had a homecare / home emergency policy with British Gas Insurance Limited (“British Gas”). What happened Mr A made a claim to British Gas in... (3 pages)View decision -
Decision Reference DRN-3883858
12 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3883858 The complaint Ms K complains that a staff member for HSBC UK Bank Plc (HSBC) took her bank card away when recovering money from a faulty paying in machine. Ms K believes this is a breach of security. What happened In October 2022, Ms K attempted to pay some cash into a paying i... (2 pages)View decision -
Decision Reference DRN-3896552
12 Jan 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3896552 The complaint Mrs E complains about how Great Lakes Insurance SE dealt with a claim against her travel insurance policy. Reference to Great Lakes includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here i... (2 pages)View decision -
Decision Reference DRN-3896556
12 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3896556 The complaint Mr M complains that National Westminster Bank Plc processed a payment to his credit card without his authority. He is also unhappy with the service he’s received. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision
