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-4238611
25 Aug 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4238611 The complaint Miss L complains that National Westminster Bank Plc (“NatWest”) failed to properly administer her account resulting in the repeated removal of funds she didn’t recognise. What happened There has been much correspondence between the parties regarding the circumstan... (3 pages)View decision -
Decision Reference DRN-4288479
25 Aug 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4288479 The complaint Mr Y complains that NewDay Ltd, trading as Burton, (“NewDay”) has failed to reimburse him for payments he didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happe... (3 pages)View decision -
Decision Reference DRN-4318518
25 Aug 2023 Zurich Insurance PLC UpheldInsuranceDRN-4318518 The complaint Miss M has complained that the claim handler at Zurich Insurance PLC who has been dealing with her accident claim has not proactively moved matters forward. She is also dissatisfied in general with the handling of her claim made under her motor insurance policy. W... (4 pages)View decision -
Decision Reference DRN-4223576
25 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4223576 The complaint Miss M complains that HSBC UK Bank Plc failed to refund transactions she made as a result of a scam. What happened Miss M explained that she fell for a scam through a popular social media platform. She’s said one of her friend’s accounts was “hacked” and then used... (5 pages)View decision -
Decision Reference DRN-4134332
25 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4134332 The complaint Mr N complains that Everyday Lending Limited trading as Everyday Loans (Everyday) mistakenly said that his account had been closed with a zero balance. What happened Mr N has an outstanding debt with Everyday. In October 2022, Mr N’s debt management company (DMC) ... (2 pages)View decision -
Decision Reference DRN-4253071
25 Aug 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4253071 The complaint Mr R complains that Oakbrook Finance Limited trading as Likely Loans (“Likely Loans”) have held him liable for a loan he didn’t apply for. What happened What Mr R says Mr R explained that he first became aware of a £10,000 loan that had been applied for using his ... (5 pages)View decision -
Decision Reference DRN-4141205
25 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4141205 The complaint Mr M complains about the way UK Insurance Limited (UKI) handled the direct debit payments for his commercial motor insurance policy and that it unfairly cancelled his policy. What happened Mr M took out a commercial motor insurance policy with UKI in July 2022. In... (3 pages)View decision -
Decision Reference DRN-4317589
25 Aug 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4317589 Complaint Miss S has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loans were unaffordable. Background 118 118 Money provided Miss S with a total of four loans. 118 118 Money initially provided Miss S with a loa... (4 pages)View decision -
Decision Reference DRN-4319476
25 Aug 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4319476 The complaint Mr W complains Mulsanne Insurance Company Limited (Mulsanne) unfairly charged an additional premium during the term of his motor insurance policy and that it provided a poor level of customer service. Mulsanne are the underwriters of this policy i.e. the insurer. ... (3 pages)View decision -
Decision Reference DRN-4319098
25 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4319098 The complaint Mr G complains Bank of Scotland plc trading as Halifax isn’t applying strong customer authentication correctly meaning his account is at risk. What happened Mr G has a credit card account with Halifax. In May 2023 Mr G says he used his credit card online and was a... (2 pages)View decision