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 119142 results
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Decision Reference DRN-3586829
11 Jul 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3586829 The complaint Mr B complains about what happened after a payment he made to Sainsbury’s Bank Plc went astray. He said that this resulted in confusion. Mr B said he’d been left with missed payments on his credit file, and that wasn’t fair. What happened Sainsbury’s sent Mr B a s... (7 pages)View decision -
Decision Reference DRN-3557427
11 Jul 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3557427 The complaint Mrs D complains through her representative that Everyday Lending Limited (Everyday) lent her money on a high cost loan which she was unable to afford to repay. What happened Everyday provided Mrs D with a loan on 28 November 2018, of £1,800 repayable over 18 month... (3 pages)View decision -
Decision Reference DRN-3583070
11 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3583070 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, closed his credit account and reported a default on his credit file. What happened Mr C had a credit account with Barclays. In October 2020, Mr C contacted Barclays as he was in arrears on the acco... (4 pages)View decision -
Decision Reference DRN-3467766
11 Jul 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3467766 The complaint Mrs S complains that Platform Funding Limited (“Platform”) acted irresponsibly when it gave her and her late husband (Mr W) an interest only mortgage. The Co-operative Bank Plc (“Co-op”) owns that mortgage now, so it is responsible for handling this complaint. Mrs... (5 pages)View decision -
Decision Reference DRN-3586729
11 Jul 2022 Equifax Limited UpheldConsumer CreditDRN-3586729 The complaint Mr H complains that Equifax Limited have incorrectly recorded searches. And that this has had an adverse effect on his credit file. What happened Mr H said he saw his credit score had dropped from around 500 to around 400, and that there were several hard searches... (3 pages)View decision -
Decision Reference DRN-3587988
11 Jul 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3587988 The complaint Mr S is a sole trader. He complains about the way National Westminster Bank Plc (“NatWest”) closed his business and personal accounts, and in particular that it took too long to release the money he held in them. What happened Mr S held a personal account and busi... (3 pages)View decision -
Decision Reference DRN-3587366
8 Jul 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3587366 The complaint Miss S’ representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting Miss S’ application. Miss S’ representative complains that L&C didn’t have adequate procedures, systems and controls in place... (39 pages)View decision -
Decision Reference DRN-3520723
8 Jul 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3520723 The complaint Mrs and Mr N complain about Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A.’s (Mapfre) settlement of their travel insurance claim and about its service. My references to Mapfre include its agents. What happened Mrs and Mr N were due to go o... (3 pages)View decision -
Decision Reference DRN-3551753
8 Jul 2022 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3551753 The complaint Mr A complains about a car supplied under a hire purchase agreement provided by Blue Motor Finance Ltd (‘BMF’). What happened On 28 December 2021 Mr A acquired a used car from a dealer. He paid a £1,000 deposit and covered the remaining balance with a hire purchas... (3 pages)View decision -
Decision Reference DRN-3428554
8 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3428554 The complaint Mr L complains HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I... (3 pages)View decision
