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 128535 results
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Decision Reference DRN-3927366
2 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3927366 The complaint Mr B complains Santander UK Plc closed his account with no reason. They issued a cheque in the wrong name which delayed access to his funds. He would like substantial compensation. What happened Mr B had three accounts with Santander including two business account... (3 pages)View decision -
Decision Reference DRN-3956267
2 May 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3956267 The complaint Miss C is unhappy with the way her claim was handled by Great Lakes Insurance SE (GL). What happened Miss C was on holiday when she became unwell. Miss C said she’d contracted food poisoning whilst staying with a holiday host. She spoke with GL’s emergency assista... (4 pages)View decision -
Decision Reference DRN-4095116
2 May 2023 Zurich Assurance Ltd UpheldInsuranceDRN-4095116 The complaint Mr A complains that Zurich Assurance Ltd has terminated an incapacity claim he made on his group income protection insurance policy. What happened The background to this complaint is well-known to both parties, so I’m not going to set it out in detail here. Instea... (9 pages)View decision -
Decision Reference DRN-4103963
2 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4103963 Complaint Mr A has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loan was unaffordable. Background 118 118 Money provided Mr A with a loan for £1,000.00 in September 2018. This loan had an APR of 99.9% and a term of 24 m... (3 pages)View decision -
Decision Reference DRN-4098752
2 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4098752 Complaint Mr S has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background 118 118 Money provided Mr S with a loan for £1,750.00 in April 201... (3 pages)View decision -
Decision Reference DRN-4099899
2 May 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4099899 Complaint Mr W has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says the loans were unaffordable and worsened his financial position. Background 118 118 Money provided Mr W with a loan for £1,000.00 in February 2019. Thi... (3 pages)View decision -
Decision Reference DRN-4097233
2 May 2023 Oakbrook Finance Limited UpheldConsumer CreditDRN-4097233 Complaint Mr M has complained about loans Oakbrook Finance Limited (trading as “Likely Loans”) provided to him. He says the loans were unaffordable and so shouldn’t have been provided. Background Likely Loans provided Mr M with an initial loan for £5,000.00 in December 2020. Th... (3 pages)View decision -
Decision Reference DRN-4091671
2 May 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4091671 Complaint Mrs M has complained that Nationwide Building Society (“Nationwide”) unfairly increased and then added interest, fees and charges to her overdraft even after it had become clear that she was struggling to repay what she already owed. Background One of our adjudicators... (2 pages)View decision -
Decision Reference DRN-4054746
2 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4054746 Complaint Miss M has complained that HSBC UK Bank Plc (“HSBC”) unfairly continued applying charges to her overdraft when she was in financial difficulty. Background One of our adjudicators looked at this complaint and thought HSBC should have realised that Miss M’s overdraft ha... (2 pages)View decision -
Decision Reference DRN-3794499
1 May 2023 Liverpool Victoria Financial Services Limited UpheldPensions and AnnuitiesDRN-3794499 The complaint Ms L says Liverpool Victoria Financial Services Limited (LV) failed to provide her with proper information about how it had calculated the value of her Moneybuilder policy when it matured. And she’s concerned the pay-out offered isn’t right and is far below what s... (4 pages)View decision