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 118878 results
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Decision Reference DRN-3386548
13 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3386548 The complaint Mr K complains that HSBC UK Bank Plc have reported adverse information on his credit file. What happened Mr K had a HSBC credit card. When he reported his credit card as lost/stolen, HSBC placed a gone away indicator on his account. This led to his online access t... (4 pages)View decision -
Decision Reference DRN-3401418
13 Apr 2022 British Gas Insurance Limited UpheldInsuranceDRN-3401418 The complaint Mrs K complains that British Gas Insurance Services Limited (“British Gas”) mishandled her claim. The details of this complaint are well known to both parties and have also been set out extensively by the investigator before me, so I don’t intend to repeat everyth... (2 pages)View decision -
Decision Reference DRN-3187278
13 Apr 2022 Morses Club PLC UpheldConsumer CreditDRN-3187278 The complaint Mrs B, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Using information from Morses, here is a brief table of the three approved loans for Mrs B. Loan Start Date End Date Capital Amount Interest amount Term Repa... (4 pages)View decision -
Decision Reference DRN-3209965
13 Apr 2022 One Insurance Limited UpheldInsuranceDRN-3209965 The complaint Mr B has complained about his motor insurer One Insurance Limited in respect of how it handled a claim he made when his car was stolen. What happened Mr B’s car was stolen and recovered in March 2020, and One Insurance took it in for repair. In June 2020 One Insur... (2 pages)View decision -
Decision Reference DRN-3430386
12 Apr 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3430386 The complaint Mr H complains that Nationwide Building Society didn’t process a chargeback for him when he requested it. And it didn’t do enough to help him send the information it needed to process the chargeback. What happened I issued my provisional decision on this case – it... (3 pages)View decision -
Decision Reference DRN-3388030
12 Apr 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3388030 The complaint Mr B complained that Loans 2 Go Limited lent to him irresponsibly and provided him with an unaffordable loan. What happened Loans 2 Go provided a loan to Mr B as follows: Date taken Amount Term Monthly repayment Total amount repayable over loan term Date repaid 3/... (4 pages)View decision -
Decision Reference DRN-2960744
12 Apr 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-2960744 The complaint Mr G says The Prudential Assurance Company Limited (‘Prudential’) has not provided sufficient redress (and compensation for trouble and inconvenience) for mismanaging the transfer of his Self-Invested Personal Pension (‘SIPP’) to Aegon in 2020, and for the delay i... (6 pages)View decision -
Decision Reference DRN-3105269
12 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3105269 The complaint A company which I’ll refer to as W complain that contrary to its instructions to allow one of its directors, access to only one of its business accounts, in error Barclays Bank UK PLC granted the director access to all of them. In bringing the complaint W is repre... (3 pages)View decision -
Decision Reference DRN-3334415
12 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3334415 The complaint Mr S complained that Everyday Lending Limited trading as Everyday Loans lent to him irresponsibly and provided a loan that was unaffordable. What happened Mr S took out a loan with Everyday Loans as follows: Date taken Loan amount Term Monthly repayment Loan statu... (4 pages)View decision -
Decision Reference DRN-3275905
12 Apr 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3275905 The complaint Mr B complains that he got poor service from National Westminster Bank Plc (NatWest). What happened Mr B was a vulnerable customer and was given access to a dedicated helpline with NatWest. He called the helpline to set up a standing order but was told he had insu... (2 pages)View decision
