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 119142 results
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Decision Reference DRN-3301066
23 Mar 2022 Prestige Underwriting Services Ltd UpheldInsuranceDRN-3301066 The complaint Mrs M complains about Prestige Underwriting Services Ltd’s handling and proposed settlement of her Buildings Insurance Claim. All references to Prestige also include its agents. What happened The details of this complaint are well known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-3124621
23 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3124621 The complaint Mrs B and Mr N are business partners. They complain that HSBC UK Bank Plc unfairly recalled a Bounce Back Loan and closed their bank account. They’re also unhappy with delays in obtaining the loan initially and that the bank set up a voice identification service w... (4 pages)View decision -
Decision Reference DRN-3186765
23 Mar 2022 Morses Club PLC UpheldConsumer CreditDRN-3186765 The complaint Ms L says Morses Club PLC (Morses) lent to her irresponsibly. She says that she had a poor credit history when the loans were approved and she struggled to meet the repayments. She thinks that Morses should’ve seen this and not lent to her. What happened This com... (4 pages)View decision -
Decision Reference DRN-3374547
23 Mar 2022 Morses Club PLC UpheldConsumer CreditDRN-3374547 The complaint Ms M complains (through a representative) that Morses Club PLC (Morses) didn’t carry out effective affordability checks. Had it done so, then Ms M says she wouldn’t have been provided with the loans. What happened Our adjudicator partly upheld Ms M’s complaint. Mo... (6 pages)View decision -
Decision Reference DRN-3347192
23 Mar 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3347192 The complaint and background Mr A complains that National Westminster Bank Plc (“NatWest”) failed to refund money he lost as part of an investment scam. The details of this complaint are well known to both parties, so I will not repeat everything again in detail here. However, ... (3 pages)View decision -
Decision Reference DRN-3389418
23 Mar 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3389418 The complaint Mr R complains about Lloyds Bank General Insurance Limited (Lloyds’) handling of a claim he made under his buildings insurance policy. What happened In August 2019, a pipe burst in the first-floor bathroom in Mr R’s property. He contacted Lloyds to log a claim. Th... (3 pages)View decision -
Decision Reference DRN-3279991
23 Mar 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3279991 The complaint Mrs M complains about the way HSBC UK Bank Plc (HSBC) treated her when she reported loans had been taken out fraudulently in her name and economic abuse. What happened Mrs M had a joint account with her then husband, Mr M. On 2 June 2019 Mrs M called HSBC to repor... (7 pages)View decision -
Decision Reference DRN-3308133
22 Mar 2022 Whichdeal Ltd UpheldConsumer CreditDRN-3308133 The complaint Mr N complains about the amounts included on a hire purchase agreement, under which a car was supplied to him, and which he says was mis-sold to him by Whichdeal Limited, trading as Creditplus. What happened A used car was supplied to Mr N in October 2021 under a ... (3 pages)View decision -
Decision Reference DRN-3140961
22 Mar 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3140961 The complaint Mr and Mrs M complain that Great Lakes Insurance SE hasn’t refunded the premiums they paid for a single trip travel insurance policy. Mr and Mrs M are represented by their son in bringing this complaint. But for clarity – I’ll refer to all submissions as being mad... (7 pages)View decision -
Decision Reference DRN-3316217
22 Mar 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3316217 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc wasn’t of satisfactory quality. What happened A used car was supplied to Mr B under a hire purchase agreement with Toyota Financial Services ... (4 pages)View decision
