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
-
Decision Reference DRN-3318202
22 Feb 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3318202 Complaint Miss F has complained that TSB Bank Plc (“TSB”) unfairly increased her overdraft limit and then added interest fees and charges to her balance which caused financial difficulty. Background One of our adjudicators looked at Miss F’s complaint and thought that TSB ought... (2 pages)View decision -
Decision Reference DRN-3301201
22 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3301201 Complaint Miss C is unhappy with what HSBC UK Bank Plc (“HSBC”) has agreed to do to put things right after she complained about unfair charges on her overdraft. Background As a result of our adjudicator’s involvement, HSBC agreed that it should refund all the interest, fees and... (2 pages)View decision -
Decision Reference DRN-3325278
22 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3325278 Complaint Mr H is unhappy with what Santander UK Plc (“Santander”) has agreed to do to put things right after he complained about the interest, fees and charges added to his overdraft. Background I’ve separately explained why I’m only able to look at the charges applied to Mr H... (2 pages)View decision -
Decision Reference DRN-3283157
21 Feb 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3283157 The complaint The estate of Mrs B complains about the response of Creation Consumer Finance Ltd to a claim made under section 75 of the Consumer Credit Act 1974. The claim was made in relation to a regulated fixed sum loan agreement provided as part of a Green Deal Plan to part... (2 pages)View decision -
Decision Reference DRN-3166427
21 Feb 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3166427 The complaint Mrs and Mr K are unhappy that TSB Bank plc cancelled both of their debit cards despite only reporting one as being lost. Mrs and Mr K are also unhappy with the service they received from TSB during a visit to branch. What happened Mr K visited a TSB branch during ... (3 pages)View decision -
Decision Reference DRN-3316845
21 Feb 2022 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3316845 Complaint Mrs G has complained that Advanced Payment Solutions Limited (trading as “Cashplus”) provided unaffordable as it never took any steps to ensure her debt was affordable. Background Mrs G was provided with an iDraft facility with a credit limit of £100 in May 2019. Cash... (3 pages)View decision -
Decision Reference DRN-3321668
21 Feb 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3321668 The complaint Mr B complains that Jaja Finance Ltd has unfairly declined a claim, made under section 75 of the Consumer Credit Act 1974 (“section 75”), in respect of a caravan that he had purchased which he says wasn’t of satisfactory quality. What happened In April 2019, Mr B ... (7 pages)View decision -
Decision Reference DRN-3326590
21 Feb 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3326590 The complaint Mr and Ms G complain that Great Lakes Insurance SE didn’t upgrade their travel insurance policy to cover worldwide destinations and about its offer to refund premiums of the new policy they bought. My references to Great Lakes include its agents. What happened Mr ... (5 pages)View decision -
Decision Reference DRN-3201346
21 Feb 2022 PSA Finance UK Limited UpheldConsumer CreditDRN-3201346 The complaint Mr I complains that the car he acquired through a hire purchase agreement with PSA Finance UK Limited (“PSA”) wasn’t of satisfactory quality. He says he’s experienced numerous faults with the car since he acquired it in November 2019. And he wants all the outstand... (4 pages)View decision -
Decision Reference DRN-3316073
21 Feb 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3316073 The complaint Mr B complains that Zurich Assurance Ltd gave him unsuitable investment advice. His complaint is brought on his behalf by a solicitor. What happened Mr B sought investment advice from Zurich in 1996. He was young, living with his parents, and he wanted to start so... (4 pages)View decision
