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 125299 results
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Decision Reference DRN-3613273
21 Nov 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3613273 The complaint Ms H, through her representative, complains that Everyday Lending Limited trading as Everyday Loans, lent to her without carrying out the proper checks and lent to her irresponsibly. What happened Using information from the Everyday Lending records, here is a brie... (4 pages)View decision -
Decision Reference DRN-3673372
21 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3673372 The complaint Mr U complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse funds he lost after he fell victim to a scam. What happened In June 2021, Mr U met someone online on a social media dating platform (for ease I’ll refer to as A). They then began speaking via an instant... (6 pages)View decision -
Decision Reference DRN-3812359
21 Nov 2022 TSB Bank plc UpheldMortgagesDRN-3812359 The complaint Mr A complains that TSB Bank plc put a marker against his name on a fraud prevention database in connection with a mortgage application. What happened Mr A made a mortgage application to TSB. TSB declined the application and, unknown to Mr A, also recorded it on a... (5 pages)View decision -
Decision Reference DRN-3735803
21 Nov 2022 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-3735803 The complaint Mrs A complains about the service received from CIGNA Europe Insurance Company SA- NV when she was admitted to hospital for urgent treatment. What happened Mrs A’s complaint is brought on her behalf by her husband. But for ease, I will refer to all representations... (4 pages)View decision -
Decision Reference DRN-3791071
21 Nov 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3791071 The complaint Mr M complains through his representative that Everyday Lending Limited trading as Everyday Loans irresponsibly provided him with high cost loans he couldn’t afford to repay. What happened Everyday provided Mr M with the following loans Date of loan Amount Term Mo... (4 pages)View decision -
Decision Reference DRN-3661849
21 Nov 2022 Personal Touch Financial Services Ltd UpheldInvestmentsDRN-3661849 The complaint Mr and Mrs C are complaining about Personal Touch Financial Services Ltd (Personal Touch) because they say they received advice from one of its appointed representatives (AR) – Financial Services Scotland (FSS) - to invest in an unregulated investment in StoreFirs... (13 pages)View decision -
Decision Reference DRN-3808291
21 Nov 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3808291 The complaint Company C complains that HSBC UK Bank Plc have unfairly refused to refund over €32,649 it lost as a result of an invoice intercept scam. What happened C imports goods to the UK and was in an ongoing email exchange with a seller overseas. A proforma invoice was iss... (2 pages)View decision -
Decision Reference DRN-3490975
21 Nov 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3490975 The complaint Mr M is unhappy Monzo Bank Ltd won’t reimburse him the money he’s lost after he fell victim to a scam. Mr M in bringing his complaint to our service is being represented by solicitors. For ease, I will refer to Mr M throughout this decision. What happened Mr M had... (7 pages)View decision -
Decision Reference DRN-3752193
21 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3752193 The complaint Mr K, through his representative, complains that Morses Club PLC, lent to him when he could not afford it. What happened Using information from Morses’ records here is a brief loan table, into which I have added the information Morses obtained from Mr K about his ... (5 pages)View decision -
Decision Reference DRN-3687613
21 Nov 2022 Amtrust Europe Limited UpheldInsuranceDRN-3687613 The complaint Miss C and Mr S complain that AmTrust Europe (“AmTrust”) has treated them unfairly in relation to their buildings warranty. What happened The background of this complaint is well known to all parties, so I’ve summarised events. In June 2019 Miss C and Mr S purcha... (2 pages)View decision
