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-3301998
23 Feb 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3301998 The complaint Mr L is unhappy with how Calpe Insurance Company Limited handled a third-party claim made against his motor insurance policy. Calpe’s agents handled the claim on behalf of Calpe, but for ease I will refer only to Calpe throughout this decision and this will mean C... (3 pages)View decision -
Decision Reference DRN-3286987
23 Feb 2022 U K Insurance Limited UpheldInsuranceDRN-3286987 The complaint Mr and Mrs C complain about how U K Insurance Limited dealt with their legal expenses claim. Reference to UKI includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr... (11 pages)View decision -
Decision Reference DRN-3328079
23 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3328079 The complaint Mrs J complains that HSBC UK Bank Plc closed her account and registered her details with CIFAS the UK’s fraud alert service. Mrs J would like the marker removed and compensation. What happened Mrs J had an account with HSBC. On 8 May 2019 Mrs J received £9,300 and... (5 pages)View decision -
Decision Reference DRN-3325921
23 Feb 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3325921 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Mr M was contacted by T... (3 pages)View decision -
Decision Reference DRN-2975439
23 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2975439 The complaint Mrs M complains that Lloyds Bank PLC (“Lloyds”) won’t refund money she lost after falling victim to fraud. What happened From June 2015 to September 2015 Mrs M was the victim of fraud, which resulted in her sending eight payments totalling over £77,000 to fraudste... (7 pages)View decision -
Decision Reference DRN-3331093
23 Feb 2022 Dudley Building Society UpheldMortgagesDRN-3331093 The complaint Ms H complains that Dudley Building Society unfairly declined her application to port her mortgage to another property and as a result incurred an early repayment charge (ERC). What happened In July 2018, Ms H took out a repayment mortgage with Dudley. In July 201... (3 pages)View decision -
Decision Reference DRN-2812934
23 Feb 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2812934 The complaint Mr P complains about the actions of Lloyds Bank Plc when he was tricked into transferring money because of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (4 pages)View decision -
Decision Reference DRN-3329511
23 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3329511 Complaint Mrs B is unhappy with what Santander UK Plc (“Santander”) has agreed to do to put things right after she complained about the interest, fees and charges added to her overdraft. Background I’ve separately explained why I’m only able to look at the charges applied to Mr... (3 pages)View decision -
Decision Reference DRN-3004898
23 Feb 2022 UK Credit Limited UpheldConsumer CreditDRN-3004898 The complaint Mr M complains that UK Credit Limited lent to him irresponsibly without doing sufficient affordability checks to assess whether he could reasonably afford the loan. He also complained that interest charges weren’t thoroughly explained and he told us he didn’t real... (5 pages)View decision -
Decision Reference DRN-3248124
23 Feb 2022 FirstRand Bank Limited UpheldConsumer CreditDRN-3248124 The complaint Mr M complains that a car supplied to him on hire purchase by FirstRand Bank Limited was not of satisfactory quality. I’ll refer to the bank as MotoNovo. What happened In December 2020 Mr M entered into a five-year hire purchase agreement with MotoNovo. The car wh... (3 pages)View decision
