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 120799 results
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Decision Reference DRN-3642272
22 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3642272 The complaint Mr S complains that NewDay Ltd irresponsibly gave him a credit card he couldn’t afford to repay. What happened In September 2015, Mr S applied for a credit card with NewDay. He was given an initial credit limit of £250. The limit was increased to £900 in January 2... (2 pages)View decision -
Decision Reference DRN-3705956
22 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3705956 The complaint Mr C has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 in relation to his purchase of some solar panels. Background Mr C bought solar panels for his home in November 2015. The pu... (3 pages)View decision -
Decision Reference DRN-3707952
22 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3707952 The complaint Mrs H says Bank of Scotland plc, trading as Halifax, treated her unfairly when she visited a branch to withdraw cash from her account. It’s the second time she’s complained about the member of staff in question. What happened Very briefly, in August 2021 while Mrs... (3 pages)View decision -
Decision Reference DRN-3699048
22 Sep 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3699048 The complaint Mr G complains about a claim for water damage on his home insurance policy underwritten by Accredited Insurance (Europe) Ltd. His claim was declined many months after repair work had already been authorised and started. What happened Mr G suffered water damage fol... (3 pages)View decision -
Decision Reference DRN-3384225
22 Sep 2022 Society of Lloyd's UpheldInsuranceDRN-3384225 The complaint Mr B is unhappy that the Society of Lloyd’s (‘Lloyd’s’) declined a claim made on his income insurance policy. What happened Mr B had had the benefit of an income insurance policy which started in March 2020. In the event of a successful claim, the policy provides ... (3 pages)View decision -
Decision Reference DRN-3701949
22 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3701949 The complaint Mr A has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to his purchase of some solar panels. Background Mr A bought solar panels for his home in March 201... (2 pages)View decision -
Decision Reference DRN-3714606
22 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3714606 The complaint Ms P is complaining about Bank of Scotland plc trading as Halifax (Halifax) giving her incorrect information about her account which led to her making an unnecessary visit to a branch, which affected her health. What happened Ms P has a cash account and a current ... (3 pages)View decision -
Decision Reference DRN-3713731
22 Sep 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3713731 The complaint Mr M complains that Telefonica UK Limited didn’t cancel a fixed sum loan he’d asked it to and that it subsequently acted unfairly in asking him to repay the lending. What happened Mr M entered into a fixed sum loan with Telefonica to cover the cost of a mobile pho... (4 pages)View decision -
Decision Reference DRN-3688429
22 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3688429 The complaint Mr C has complained that AXA Insurance UK Plc (AXA) unfairly declined a claim for storm damage under a home insurance policy. What happened Mr C contacted AXA when part of a boundary wall collapsed at his home. AXA investigated the claim as storm damage and declin... (3 pages)View decision -
Decision Reference DRN-3654804
22 Sep 2022 NM MORTGAGES LTD UpheldMortgagesDRN-3654804 The complaint Mr and Mrs T complain that NM MORTGAGES LTD, a firm which had given them mortgage advice, didn’t keep their personal data safe. As a result, they’ve been the victims of identity theft. What happened Mr and Mrs T used NM for mortgage advice for both their residenti... (4 pages)View decision
