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 120469 results
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Decision Reference DRN-3455491
11 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3455491 The complaint Miss C complains that Barclays Bank UK PLC didn’t refund a payment she made to a merchant. What happened In May 2021, Miss C booked a modelling photoshoot for her brother with a company I’ll call “L”. She said that they had searched for modelling studios online be... (4 pages)View decision -
Decision Reference DRN-3586997
11 Jul 2022 TTR PT Limited UpheldConsumer CreditDRN-3586997 The complaint Mr J has complained about a course supplied and financed by TTR PT Limited (TTR). What happened Mr J signed up to a 2-year course with TTR in September 2019. The course cost around £2,400 and it was funded with a 3-year fixed sum loan agreement, also with TTR. Mr ... (6 pages)View decision -
Decision Reference DRN-3589142
11 Jul 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3589142 The complaint A company which I’ll refer to as ‘M’ complains that HSBC UK Bank Plc unfairly declined its application for a Bounce Back Loan. The complaint is brought on M’s behalf by its director, Mr S. What happened M wanted to apply for a Bounce Back Loan (BBL) with HSBC, but... (4 pages)View decision -
Decision Reference DRN-3552943
11 Jul 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3552943 The complaint Mr L complains that Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) has unfairly handled a claim he’s made in relation to a loss of rent claim under a household building insurance policy which was taken out by the local authority. Any reference to Mr L or Oca... (3 pages)View decision -
Decision Reference DRN-3496791
11 Jul 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3496791 The complaint Mr H has complained about the service he received from Admiral Insurance Company Limited and its agents in repairing his window damage claim under his motor policy. What happened Mr H made a claim to Admiral in March 2021 for damage to his windows in car. Admiral ... (2 pages)View decision -
Decision Reference DRN-3577091
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3577091 The complaint Miss D complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly by increasing her overdraft limit and acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss D had an overdraft with Lloyds from 200... (3 pages)View decision -
Decision Reference DRN-3572400
11 Jul 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3572400 The complaint Mrs K is unhappy that Domestic and General Insurance Plc (D&G) provided an unsuitable cooker hood following a claim she made on her warranty insurance. What happened In July 2021, D&G’s engineer couldn’t fix Mrs K’s cooker hood. D&G agreed to replace i... (5 pages)View decision -
Decision Reference DRN-3556005
11 Jul 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3556005 The complaint Mr E complains that Lloyds Bank PLC registered a marker at CIFAS, the national fraud database when it closed his account. What happened Mr E says that his account at Lloyds was closed in December 2017. But that he didn’t find out about the marker registered at tha... (2 pages)View decision -
Decision Reference DRN-3394589
11 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3394589 The complaint Mr H complains as an Executor of the estate of Mrs H about Aviva Insurance Limited’s (“Aviva”) decision to decline a claim under the late Mrs H’s home emergency insurance. What happened Mr H says a radiator at the late Mrs H’s home developed a leak so he contacted... (3 pages)View decision -
Decision Reference DRN-3484817
11 Jul 2022 WDP Insurance Limited UpheldInsuranceDRN-3484817 The complaint Mr D is unhappy that WDP Insurance Limited (WDP) declined his claim for loss under his mobile phone insurance policy. What happened Mr D explained the circumstances of his claim as follows: He bought a new phone and insurance while on holiday. He arranged for th... (4 pages)View decision
