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-3316833
25 Feb 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3316833 The complaint Ms G has complained that Shawbrook Bank Limited (“Shawbrook”) rejected her claim against it under section 75 of the Consumer Credit Act 1974 in relation to her purchase of some solar panels. Background Ms G bought solar panels for her home in or around June 2016. ... (2 pages)View decision -
Decision Reference DRN-3017597
25 Feb 2022 HSBC UK Bank Plc UpheldInvestmentsDRN-3017597 The complaint Ms L complains that HSBC UK Bank Plc has allowed fraudsters to transfer money out of her savings account. What happened Ms L held savings in an ISA with HSBC. Over the space of two days, a caller spoke with HSBC and arranged for payments of £3,015.44 and £957.36 t... (3 pages)View decision -
Decision Reference DRN-3049857
25 Feb 2022 UK Credit Limited UpheldConsumer CreditDRN-3049857 The complaint Mr C complains that UK Credit Limited irresponsibly lent to him when he took out a guarantor loan with it. What happened Mr C borrowed £5000 with UK Credit Limited in 2016 with a guarantor loan. He complained in 2019 that the loan had been irresponsibly lent to hi... (4 pages)View decision -
Decision Reference DRN-2868156
25 Feb 2022 Ageas Insurance Limited UpheldInsuranceDRN-2868156 The complaint Mr D complains that Ageas Insurance Limited (Ageas) cancelled his car insurance policy. Mr D was represented in this claim by a family member, who was also a named driver on the policy, but for ease, in this decision I’ll refer to their actions/comments as those o... (6 pages)View decision -
Decision Reference DRN-2767134
25 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-2767134 The complaint Mr S complains Santander UK Plc acted unfairly when it said he would need a mobile phone in order to continue using online banking. What happened Mr S has an account with Santander with a debit card. He’s an elderly gentleman who’s comfortable using online banking... (8 pages)View decision -
Decision Reference DRN-3334461
25 Feb 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3334461 The complaint Mr W complains that the loans he had from Loans 2 Go Limited were unaffordable to him. What happened Mr W had two loans from Loans 2 Go between December 2018 and July 2019 as follows: Loan Date Amount Term Max Monthly Repayment Due Repaid 1 3 Dec 2018 £500 18m £11... (3 pages)View decision -
Decision Reference DRN-2768009
25 Feb 2022 Plus500UK Ltd UpheldInvestmentsDRN-2768009 The complaint Mr S complains that Plus500UK Ltd allowed him to open a Contracts for Difference (CFD) trading account, despite the fact that he had insufficient knowledge and experience to understand the risks involved. What happened In April 2020 Mr S completed an application t... (7 pages)View decision -
Decision Reference DRN-3207548
25 Feb 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3207548 The complaint Mr L complains about how AA Underwriting Insurance Company Ltd (AA) dealt with things when another driver said he had hit their car. What happened Mr L had motor insurance underwritten by AA. He was contacted by AA who said another driver’s insurance company was c... (3 pages)View decision -
Decision Reference DRN-2856416
25 Feb 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-2856416 The complaint Mr G, on behalf of his company M, complains that Starling Bank Limited won’t refund money he lost when he fell victim to a scam. What happened In January 2020 Mr G fell victim to a scam. Based on the submissions of both parties, I understand the background to this... (8 pages)View decision -
Decision Reference DRN-3336310
25 Feb 2022 Aviva Insurance Limited UpheldInsuranceDRN-3336310 The complaint Mr and Mrs K complain that Aviva Insurance Limited hasn’t fully settled two cancellation claims they made on their travel insurance policy. What happened Mr and Mrs K have travel insurance as a benefit of their packaged bank account. Mr and Mrs K had two holidays ... (4 pages)View decision
