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 121668 results
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Decision Reference DRN-3678794
9 Sep 2022 Creation Financial Services Limited UpheldConsumer CreditDRN-3678794 The complaint Mr M complains about the information about his credit card account that Creation Financial Services Limited has recorded on his credit file. What happened I issued a provisional decision on this complaint in August 2022 in which I described what had happened as fo... (3 pages)View decision -
Decision Reference DRN-3572173
9 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3572173 The complaint Miss S complains that TSB Bank plc won’t refund money she lost to an investment scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll recap the key points and focus on giving my reas... (3 pages)View decision -
Decision Reference DRN-3555154
9 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3555154 The complaint ‘A’, a limited company complains that HSBC UK Bank Plc didn’t deal with it being unable to access online banking and says that this has resulted in costs and inconvenience. What happened In August 2021 an official of A was unable to access online banking. He conta... (3 pages)View decision -
Decision Reference DRN-3483562
9 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3483562 The complaint Mr P has complained that Covea Insurance plc (“Covea”) has unfairly turned down a claim made under a payment protection insurance (“PPI”) policy. What happened Mr P took out a PPI policy to protect his mortgage repayments should he become unemployed. Covea became ... (5 pages)View decision -
Decision Reference DRN-3694778
9 Sep 2022 Suzuki Financial Services Limited UpheldConsumer CreditDRN-3694778 The complaint Mr F complains that Suzuki Financial Services Limited won’t allow him to make the final repayment for a car that was supplied to him under a hire purchase agreement by credit card. What happened I issued a provisional decision on this complaint in August 2022 in w... (3 pages)View decision -
Decision Reference DRN-3598788
9 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3598788 The complaint Mr T complains that NewDay Ltd trading as Aqua lent to him irresponsibly. What happened Mr T says that NewDay lent to him irresponsibly when it increased the credit limit on the Asda and Aqua credit cards he held. The Asda credit card account was opened in March 2... (3 pages)View decision -
Decision Reference DRN-3661080
9 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3661080 The complaint Mr C complains about the way that AXA Insurance UK Plc handled a claim he made on a travel insurance policy. What happened Mr C has travel insurance as a benefit of a packaged bank account. Mr C booked a holiday abroad to a country I’ll call F. He was due to trave... (3 pages)View decision -
Decision Reference DRN-3568052
9 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3568052 The complaint Mr S is unhappy with the amount AA Underwriting Insurance Company Limited offered to settle a claim he made under his car insurance policy. Mr S’ car was damaged in an accident. AA accepted the claim and offered to settle it by paying the market value. It estimate... (2 pages)View decision -
Decision Reference DRN-3629589
9 Sep 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3629589 The complaint Mr H complains about Fairmead Insurance Limited trading as Legal and General (“Fairmead”) handling of his home insurance claim. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within m... (3 pages)View decision -
Decision Reference DRN-3329124
9 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3329124 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) provided him with credit he couldn’t afford to repay. What happened Barclays approved a credit card for Mr H in January 2011. The limit was increased from £2,000 to £3,000 in November 2012 and again to £4,500 in ... (3 pages)View decision
