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 121876 results
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Decision Reference DRN-3525146
20 Jul 2022 NewDay Ltd UpheldBanking and PaymentsPage 1 of 3The complaint Ms C says NewDay Ltd (‘NewDay’) irresponsibly lent to her. What happened This complaint is about a credit card account NewDay provided. The account was opened in November 2015. Ms C was given an initial credit limit of £450. This limit was increased three times unt... (3 pages)View decision -
Decision Reference DRN-3579142
20 Jul 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3579142 The complaint Mr U complains through his representative that AvantCredit of UK, LLC (Avant) lent money to him irresponsibly on a high cost loan, such that he couldn’t afford the repayments. What happened Avant provided Mr U with a loan for £6,000 on 5 June 2018. The loan was re... (3 pages)View decision -
Decision Reference DRN-3583772
20 Jul 2022 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-3583772 The complaint Mr M has complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) treated him when he fell into difficulties paying a conditional sale agreement. What happened Mr M acquired a used car under a four-year conditional s... (4 pages)View decision -
Decision Reference DRN-3492706
20 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3492706 The complaint Ms W complains that Monzo Bank Ltd has failed to comply with her reasonable adjustments. What happened In September 2021, Ms W contacted Monzo regarding two issues she had with her account, as follows: She’d been notified by her telecommunications service provide... (5 pages)View decision -
Decision Reference DRN-3605087
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3605087 The complaint Mr I complains that Barclays Bank UK PLC trading as Barclaycard reduced his credit limit by 96%. He also complains they gave him poor customer service. What happened Mr I’s Barclaycard credit limit was reduced from £5,800 to £250. He said he contacted Barclaycard ... (4 pages)View decision -
Decision Reference DRN-3553083
20 Jul 2022 Bank of Scotland Plc UpheldMortgagesDRN-3553083 The complaint Mr and Mrs K’s complaint is about the administration of their mortgage with Bank of Scotland plc trading as Halifax (BoS). The complaint they referred to us was about: incorrect information they were given in 2019 when they were told that if they paid a certain a... (5 pages)View decision -
Decision Reference DRN-3541421
20 Jul 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3541421 The complaint Ms W complains that she received poor customer service from Bank of Scotland plc (trading as Halifax) when trying to locate a refund from a third party. What happened Ms W was told by a third-party company that she would receive a refund of 7 months’ membership f... (3 pages)View decision -
Decision Reference DRN-3580791
20 Jul 2022 EUI Limited UpheldInsuranceDRN-3580791 The complaint Mr R on behalf of the estate of Ms R complains that EUI Limited (trading as Admiral)(EUI) refused to cancel Ms R’s multi-car insurance policy and refund the policy premium for the unexpired term to her estate after she passed away. The estate of Ms R is represente... (3 pages)View decision -
Decision Reference DRN-3604958
20 Jul 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3604958 The complaint Mrs C complains that Barclays Bank UK PLC (“Barclays”) failed to refund money she lost as part of a romance scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. In brief summary, Mrs C lost o... (5 pages)View decision -
Decision Reference DRN-3603043
20 Jul 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3603043 The complaint Mr C has complained about his car insurance broker Acorn Insurance and Financial Services Ltd. Amongst other things, it cancelled his policy and Mr C has since been unable to drive. What happened Mr C had arranged a policy via Acorn in 2020. In October 2020 he cha... (5 pages)View decision
