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 128312 results
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Decision Reference DRN-3817312
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3817312 The complaint A company, which I’ll refer to as D, complains about HSBC UK Bank Plc blocking access to D’s loan funds, and about it possibly disclosing D’s confidential information to a third party. Mr G, a director of D, brings the complaint on D’s behalf. What happened D had ... (4 pages)View decision -
Decision Reference DRN-3902703
2 Feb 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3902703 The complaint Miss E complains that Royal & Sun Alliance Insurance Limited (RSA) through its agents failed to deal adequately with her claim concerning an offensive smell in her property. Miss E is a vulnerable person who suffers from a disability due to her health. What ha... (3 pages)View decision -
Decision Reference DRN-3861882
2 Feb 2023 Barclays Bank UK PLC UpheldBanking and PaymentsPage 1 of 4The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) irresponsibly gave him a credit card that he couldn’t afford. What happenedIn November 2017, Mr C applied for a credit card with Barclaycard. He was given an initial credit limit of £40... (4 pages)View decision -
Decision Reference DRN-3916507
2 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3916507 The complaint Mrs H (through a representative) has complained that Everyday Lending Limited trading as Everyday Loans (Everyday) was irresponsible in lending to her. What happened Mrs H was advanced two loans by Everyday and a summary of her borrowing can be found in the table ... (5 pages)View decision -
Decision Reference DRN-3757201
2 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3757201 The complaint Mr U feels that NewDay Ltd, trading as Amazon MasterCard, has treated him unfairly with regard to his credit card account. What happened Mr U had a credit card account with NewDay. Mr U has asked NewDay to challenge some transactions he made with a Merchant over a... (3 pages)View decision -
Decision Reference DRN-3712640
2 Feb 2023 FCE Bank Plc UpheldConsumer CreditDRN-3712640 The complaint Mr S complains that a car acquired with finance from FCE Bank Plc wasn’t of satisfactory quality. What happened In February 2018 Mr S was supplied with a car and entered into a finance agreement with FCE. At the point of supply the car had covered around 5200 mile... (4 pages)View decision -
Decision Reference DRN-3941247
2 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3941247 The complaint Mr H complains HSBC UK Bank Plc won’t reimburse money he lost to a scam, and it also handled poorly his related claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary: Between 22 April ... (3 pages)View decision -
Decision Reference DRN-3941274
2 Feb 2023 American International Group UK Limited UpheldInsuranceDRN-3941274 The complaint Mr S complains that American International Group UK Limited (“AIG”) lost his phone when he returned it for a repair under his mobile phone insurance policy. When I refer to AIG, this includes its agents and claims handlers. What happened In August 2022, Mr S submi... (2 pages)View decision -
Decision Reference DRN-3835317
2 Feb 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3835317 The complaint Mr R complains about the advice given by D C Financial Limited to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme with British Steel (‘BSPS’) to a personal pension. He says the advice was unsuitable for him and believes this has c... (13 pages)View decision -
Decision Reference DRN-3865268
2 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3865268 The complaint Mr F2 has complained on behalf of Mr F1 about how Santander UK Plc (“Santander”) handled arrears on Mr F1’s mortgage account. What happened Mr F2 says Mr F1 has health concerns and lost his job, so he was unable to pay his mortgage. As part of Mr F1’s health conce... (5 pages)View decision