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 121115 results
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Decision Reference DRN-3321716
10 Nov 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3321716 The complaint Mr G is a sole trader and complains that Bank of Ireland (UK) Plc (BOI) caused delay and provided poor service to him when he applied for a Bounce Back Loan (BBL). What happened In October 2020, Mr G applied to BOI for a £5,000 BBL. At the time, Mr G held a person... (4 pages)View decision -
Decision Reference DRN-3782020
10 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3782020 The complaint Mr B complains about Tesco Personal Finance PLC trading as Tesco Bank (“Tesco Bank”) incorrectly informing him that he was eligible for an offer on his credit card account. What happened Mr B held a credit card with Tesco Bank and says, during a call with them, he... (3 pages)View decision -
Decision Reference DRN-3783267
10 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3783267 The complaint Mrs R complains (through a representative) that Morses Club PLC (Morses) didn’t carry out proper affordability checks before it advanced her loans. Had it carried out proper checks it would’ve discovered Mrs R couldn’t afford them. What happened Mrs R took six loa... (6 pages)View decision -
Decision Reference DRN-3797386
10 Nov 2022 The Share Centre Limited UpheldInvestmentsDRN-3797386 The complaint Mrs P complains that The Share Centre Limited (“TSC”) didn’t close her account when she asked. She is also unhappy with the charges she paid and the general service she received. What happened The details of this complaint are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN-3641530
10 Nov 2022 First Complete Ltd UpheldMortgagesDRN-3641530 The complaint Mr and Mrs N complain about poor mortgage advice from First Complete Ltd (trading as PRIMIS Mortgage Network). They ask that it refunds the brokers fee and valuation fee. Mr and Mrs N are represented by a solicitor in bringing this complaint. What happened Mr and ... (3 pages)View decision -
Decision Reference DRN-3798433
10 Nov 2022 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-3798433 The complaint Mr L complains that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (Telefonica) added mobile phone insurance to his mobile phone contract without his consent. He said he didn’t want the insurance. And asked Telefonica to refund the premiums he’s paid.... (3 pages)View decision -
Decision Reference DRN-3797903
10 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3797903 The complaint Ms B is complaining that HSBC UK Bank Plc closed her credit card account. What happened Ms B had a credit card account with HSBC. In September 2016, September 2017 and September 2018 HSBC sent Ms B ‘persistent debt letters’ which explained that she was only making... (5 pages)View decision -
Decision Reference DRN-3637108
10 Nov 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3637108 The complaint Mr S is unhappy that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. only agreed to offer a proportionate settlement of a claim made under his travel insurance policy. He’s also unhappy with the assistance he received when first notifying M... (5 pages)View decision -
Decision Reference DRN-3788370
10 Nov 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3788370 The complaint Mrs Y has complained that Red Sands Insurance Company (Europe) Limited (Red Sands) has declined her claim for treatment for her pet dog on the ground that the treatment was for a condition that pre-existed the commencement of her policy. I’ve previously issued a p... (3 pages)View decision -
Decision Reference DRN-3771918
10 Nov 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3771918 The complaint Mr H complains that Creation Consumer Finance Ltd rejected his claim under section 75 Consumer Credit Act 1974 in respect of a faulty carpet What happened In December 2019 Mr H bought a carpet from a company I will call S. It cost £1006 and was funded by a fixed s... (3 pages)View decision
