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 125363 results
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Decision Reference DRN-3989437
17 Mar 2023 HL Partnership Limited UpheldMortgagesDRN-3989437 The complaint Miss J and Mr M complain HL Partnership Limited trading as Fidenti Mortgages & Protection (“Fidenti”) caused them to incur an early repayment charge (“ERC”). What happened Miss J and Mr M approached Fidenti, a broker, on 7 May 2021 for advice on purchasing a n... (4 pages)View decision -
Decision Reference DRN-3772523
17 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3772523 The complaint A company which I will refer to as F is unhappy that HSBC UK Bank Plc wouldn’t reimburse the money which they lost due to an authorised push payment scam. They say that HSBC did not carry out adequate security checks and allowed a fraudster to receive and withdraw... (5 pages)View decision -
Decision Reference DRN-4030813
17 Mar 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4030813 The complaint Mr G complains about the repairs to his car after a claim to Tesco Underwriting Limited under his motor insurance policy. He also complains his car was damaged further by the repairers. Other companies have been involved in this complaint, but Tesco is the underwr... (4 pages)View decision -
Decision Reference DRN-3997474
17 Mar 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-3997474 The complaint Mr K complains that Citibank UK Limited reviewed and blocked his account and asked for additional information relating to an incoming transaction. What happened In March 2022, Mr K’s partner transferred money into Mr K’s Citibank account from another bank. Citiban... (3 pages)View decision -
Decision Reference DRN-3976074
17 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3976074 The complaint Miss M complained about how Ageas Insurance Limited trading as Ageas (‘Ageas’) settled a claim under a contents insurance policy. What happened Miss M contacted Ageas to make a claim for fire damage to her home contents. Ageas accepted the claim. It arranged for M... (2 pages)View decision -
Decision Reference DRN-3977119
17 Mar 2023 Chetwood Financial Limited UpheldBanking and PaymentsDRN-3977119 The complaint Mr W complains that Cheetwood Financial Limited (“Cheetwood”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In May 2022 Mr W entered into an agreement with Cheetwood to have access to credit by way of a credit card account. He ... (3 pages)View decision -
Decision Reference DRN-3960714
17 Mar 2023 Evergreen Finance London Limited UpheldConsumer CreditDRN-3960714 The complaint Mr K complains that Evergreen Finance Limited, trading as MoneyBoat.co.uk (MoneyBoat), lent to him when he could not afford it. What happened Mr K applied for a loan of £600 for a term of 164 days on 9 October 2021. It was repayable over six months with five insta... (6 pages)View decision -
Decision Reference DRN-4030768
17 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4030768 The complaint Miss I complains that National Westminster Bank Plc made errors and told her incorrect information regarding a balance transfer she completed with a third party provider. What happened Miss I opened a third party credit card and transferred £5,000 to pay her NatWe... (5 pages)View decision -
Decision Reference DRN-4006791
17 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4006791 The complaint Mr and Mrs G are unhappy with how AXA Insurance UK Plc (AXA) has dealt with their claim for an escape of water at a property they own. What happened The details of this complaint are well known to both parties, so I will not repeat them again in detail here. But t... (3 pages)View decision -
Decision Reference DRN-3929153
17 Mar 2023 Nationwide Building Society UpheldMortgagesDRN-3929153 The complaint Mr T complains Nationwide Building Society (“Nationwide”) didn’t set up a regular overpayment on his mortgage. What happened Mr T took out a repayment mortgage with Nationwide in 2007. In August 2017, Mr T reviewed his account and applied for a new fixed rate. Mr ... (4 pages)View decision
