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 119592 results
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Decision Reference DRN-3342754
17 Mar 2022 British Gas Insurance Limited UpheldInsuranceDRN-3342754 The complaint Mr F complains about the level of service received from British Gas Insurance Limited (British Gas) when he made two claims on his HomeCare insurance policy. What happened On 28 January 2021 Mr F made a claim on his HomeCare insurance policy that he held with Brit... (4 pages)View decision -
Decision Reference DRN-3361270
17 Mar 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3361270 The complaint Mrs C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, increased the amount of credit that was available to her on her credit account on several occasions, all of which she feels were unaffordable for her at those times. What happened Mrs C has a cred... (5 pages)View decision -
Decision Reference DRN-3348364
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3348364 The complaint Miss P complains about NewDay Ltd trading as Aqua’s (“Aqua”) refusal to give her the refund she has requested. What happened I set out the background to Miss P’s complaint in the provisional decision I issued earlier this year. However, for ease of reading, in thi... (6 pages)View decision -
Decision Reference DRN-3305165
17 Mar 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3305165 The complaint Mr A, through his representative, complains that AvantCredit of UK, LLC (Avant) lent to him irresponsibly. He said it should not have given him such a big loan. What happened In October 2015 Mr A was approved for a £5,000 loan repayable at just over £220 each mont... (6 pages)View decision -
Decision Reference DRN-3281129
17 Mar 2022 FCA Automotive Services UK Ltd UpheldConsumer CreditDRN-3281129 The complaint Mr H complains that FCA Automotive Services UK Ltd didn’t uphold a free servicing and warranty plan and charged him £1,700 when he voluntarily terminated (VT’d) his agreement. What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-3362604
17 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3362604 The complaint D, a limited company, complains HSBC UK Bank Plc have been incompetent when opening accounts for it leading to losses. D is represented in this complaint by its directors. What happened I issued a provisional decision setting out what’d happened, and what I though... (5 pages)View decision -
Decision Reference DRN-3375726
17 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3375726 The complaint Mr R complains that AXA Insurance UK Plc has declined two building insurance claims he made and unfairly increased his premium at renewal. What happened In October 2019 Mr R raised a claim with AXA when he noticed water was backing up in two of his toilets. He use... (8 pages)View decision -
Decision Reference DRN-3371854
17 Mar 2022 Shawbrook Bank Limited UpheldMortgagesDRN-3371854 The complaint Mr and Mrs L complain about the way Shawbrook Bank Limited dealt with their requests for payment deferrals and to convert their mortgage to an interest only buy to let. They ask that it applies a payment deferral from March 2020, in accordance with the regulator’s... (4 pages)View decision -
Decision Reference DRN-3372047
17 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3372047 The complaint Mrs T complains that NewDay Ltd trading as Marbles has irresponsibly lent to her. What happened Mrs T applied for a branded NewDay credit card in March 2020 and was accepted for a £900 credit limit. Mrs T complained to NewDay that they had irresponsibly lent to he... (5 pages)View decision -
Decision Reference DRN-3312866
17 Mar 2022 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-3312866 The complaint Mr F complains that Toyota Financial Services (UK) Plc refused to let him reject a faulty car. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus on givi... (2 pages)View decision
