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
-
Decision Reference DRN-3878459
24 Jan 2023 The New India Assurance Company Limited UpheldInsuranceDRN-3878459 The complaint A company that I’ll refer to as F has complained that The New India Assurance Company Limited (New India) unfairly turned down its business interruption insurance claim. Mr R, a director of F, has complained on F’s behalf. What happened F held business interruptio... (8 pages)View decision -
Decision Reference DRN-3923075
24 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3923075 The complaint Mr O complained that Santander UK plc debited his account with £1,800 for cash withdrawals. He says he only received £800. Mr O also complained about customer service from Santander. What happened On 17 December 2021, Mr O went to a Santa... (6 pages)View decision -
Decision Reference DRN-3891744
24 Jan 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3891744 The complaint Mr E complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded. What happened In July 2018 Everyday L... (3 pages)View decision -
Decision Reference DRN-3555412
24 Jan 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3555412 The complaint Mr T has complained that Barclays Bank UK Plc, trading as Barclaycard, irresponsibly lent to him. What happened Mr T opened a credit card account with Barclaycard in October 2016 with an initial credit limit of £1,200. His credit limit was increased to £1,600 in F... (4 pages)View decision -
Decision Reference DRN-3878420
24 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3878420 The complaint Mrs C complains that Casualty & General Insurance Company (Europe) Ltd declined a claim for her dog’s surgery in March 2022 as they say she had pre-existing problems with her breathing. Mrs C doesn’t agree and wants her claim to be paid. What happened Mrs C ha... (4 pages)View decision -
Decision Reference DRN-3910502
24 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3910502 The complaint Mr S complains that HSBC UK Bank plc (trading as First Direct Bank) didn’t do enough to protect him when he was the victim of a crypto investment scam. Mr S is being supported by a representative, but for ease, I’ll refer to Mr S throughout this decision. What hap... (6 pages)View decision -
Decision Reference DRN-3922442
24 Jan 2023 Hiscox Insurance Company Limited UpheldInsuranceDRN-3922442 The complaint A limited company, that I’ll refer to as B, has complained about Hiscox Insurance Company Limited’s refusal of a claim for business interruption cover under its business insurance policy. Miss R, as director of B, has brought the complaint on its behalf. What happ... (5 pages)View decision -
Decision Reference DRN-3867747
24 Jan 2023 Studio Retail Limited UpheldConsumer CreditDRN-3867747 The complaint Miss C has complained Studio Retail Limited trading as Studio won’t refund a payment she made to settle a catalogue account she says she didn’t open. What happened In December 2020 Studio entered into a catalogue account agreement with Miss C. Miss C has explained... (4 pages)View decision -
Decision Reference DRN-3897937
24 Jan 2023 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-3897937 The complaint Mr W complains Capquest Debt Recovery Limited are pursuing him for a debt that isn’t his. What happened Capquest took ownership of an account from a lender – the account opened in July 2003. In July 2004, Capquest say the account defaulted and the outstanding bala... (4 pages)View decision -
Decision Reference DRN-3851215
24 Jan 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3851215 The complaint N, a limited company, complains that Advanced Payment Solutions Limited trading as Cashplus Bank won’t refund payments that it didn’t make. What happened The director of N contacted Cashplus Bank to dispute a number of payments from its account which started in Ap... (3 pages)View decision