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-3895586
1 Feb 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3895586 The complaint Mr S says NewDay Ltd irresponsibly lent to him. What happened This complaint is about two credit card accounts NewDay Ltd provided. The Marbles account was opened in July 2018. Mr S was given an initial credit limit of £1,200. This limit was increased four times u... (3 pages)View decision -
Decision Reference DRN-3898071
1 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3898071 The complaint Mr M complains that Everyday Lending Limited, trading as Everyday Loans, lent to him when he could not afford it. What happened Mr M was approved for one loan in March 2017. It was for £5,000 and the repayments were scheduled to be £372.67 a month for 36 months. T... (3 pages)View decision -
Decision Reference DRN-3938368
1 Feb 2023 AWP P&C SA UpheldInsuranceDRN-3938368 The complaint Mr A and Ms S are unhappy that AWP P&C SA declined to cover their unused, pre-booked accommodation, under their travel insurance policy. What happened Mr A and Ms S purchased an annual multi trip travel insurance policy with AWP P&C S&A. This provided ... (4 pages)View decision -
Decision Reference DRN-3905183
1 Feb 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3905183 Complaint Ms J has complained about a personal loan Everyday Lending Limited (“Everyday Lending”) provided to her. She says that the loan was unaffordable and so shouldn’t have been provided to her. Background Everyday Lending provided Ms J with a loan for £3,000.00 in June 201... (3 pages)View decision -
Decision Reference DRN-3916387
31 Jan 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3916387 The complaint Miss E complains that Admiral Insurance Company Limited unfairly declined a claim for storm damage to her roof and home under her home insurance. What happened Miss E had an Admiral home insurance policy. In November 2021, her roof was damaged during storm Arwen. ... (3 pages)View decision -
Decision Reference DRN-3721952
31 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3721952 The complaint Mrs P complains that AWP P&C SA declined her travel insurance policy claim. My references to AWP include its agents. A member of Mrs P’s family represents her in this complaint. What happened Mrs P had travel insurance through her bank account, insured by AWP.... (3 pages)View decision -
Decision Reference DRN-3931432
31 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3931432 Complaint Mrs W is unhappy that Barclays Bank PLC (“Barclays”) closed her account and recorded a fraud prevention marker against her. Background In July 2020, Mrs W’s Barclays account received a number of payments from a third-party. Barclays subsequently received a notificatio... (4 pages)View decision -
Decision Reference DRN-3935161
31 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3935161 The complaint Mr J is unhappy that Bank of Scotland plc, trading as Halifax, indicated to him that he could successfully apply for a credit account but then declined his formal account application. What happened Mr J used Halifax’s online eligibility checker to check whether he... (2 pages)View decision -
Decision Reference DRN-3936478
31 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3936478 The complaint C, a limited company complains that HSBC UK Bank Plc caused delays when C initiated transfers between its accounts. C also complains that the bank unfairly charged it for foreign exchange losses. C is represented by its directors. What happened In April 2022, C in... (4 pages)View decision -
Decision Reference DRN-3927626
31 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3927626 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund a transaction on his account which he didn’t make. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise the key points.... (4 pages)View decision