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 128535 results
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Decision Reference DRN-4296273
4 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4296273 The complaint Mr G has complained that HSBC UK Bank Plc (“HSBC”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr G held an account with HSBC with an overdraft facility. Mr G complained to HSBC about the overdraf... (3 pages)View decision -
Decision Reference DRN-4331033
4 Sep 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4331033 The complaint Mrs J complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) irresponsibly gave her a credit card and subsequent credit limit increases that she couldn’t afford. On 16 September 2008, Mrs J applied for a credit card with EGG. Barclaycard took o... (4 pages)View decision -
Decision Reference DRN-4213590
4 Sep 2023 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4213590 The complaint X complains that Creation Financial Services Limited closed their credit card, withheld their annual fee and failed to credit their points or free night stay hotel voucher. What happened X had a premium reward club credit card account with Creation which included ... (3 pages)View decision -
Decision Reference DRN-4184021
4 Sep 2023 Ageas Insurance Limited UpheldInsuranceDRN-4184021 The complaint Mrs H complained about records that Ageas Insurance Limited (“Ageas”) kept about her which had an adverse impact on her ability to get affordable insurance. Mrs H had a home insurance policy. What happened Mrs H raised two queries with Ageas, one for a blocked sin... (2 pages)View decision -
Decision Reference DRN-4313844
4 Sep 2023 London Community Credit Union Limited UpheldBanking and PaymentsDRN-4313844 The complaint Miss B complains that London Community Credit Union Limited (“LCCUL”) failed to fully refund transactions she didn’t recognise. What happened In early November 2022, Miss B noticed several transactions that had been made from her account that she didn’t recognise.... (2 pages)View decision -
Decision Reference DRN-4269958
4 Sep 2023 esure Insurance Limited UpheldInsuranceDRN-4269958 The complaint Mrs R complains about the delays caused by Esure Insurance Limited (Esure) following the settlement of her claim under her home insurance policy. What happened Mrs R referred a complaint to our service, regarding delays following a claim under her home insurance p... (3 pages)View decision -
Decision Reference DRN-4260438
4 Sep 2023 Astrenska Insurance Limited UpheldInsuranceDRN-4260438 The complaint Miss F complains about the way Astrenska Insurance Limited dealt with a claim on her roadside assistance insurance policy and that it refused to pay for damage caused to her car. Where I refer to Astrenska, this includes its agents and claims handlers acting on it... (3 pages)View decision -
Decision Reference DRN-4047204
4 Sep 2023 Bradford & Bingley Limited UpheldInvestmentsDRN-4047204 The complaint Mr and Mrs A complain that Bradford & Bingley Limited (“B&B”) gave them unsuitable investment advice. They say they were advised to invest in a fund which was too risky for them and that they weren’t given clear information. The complaint is brought on the... (4 pages)View decision -
Decision Reference DRN-4167235
4 Sep 2023 Covea Insurance plc UpheldInsuranceDRN-4167235 The complaint T complains about the settlement by Covea Insurance plc of a loss of rent claim it made on a Property Owners insurance policy following a flood at its premises in June 2019. What happened T is the owner of premises that were let to tenants and which were affected ... (4 pages)View decision -
Decision Reference DRN-4314540
4 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4314540 Complaint Miss S 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 S with a loan for £2,000.00 in April 2022. This loan had an APR of 44.9% and a term of 24 ... (3 pages)View decision