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 121074 results
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Decision Reference DRN-3406328
1 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3406328 The complaint Mr C complains that Barclays Bank UK PLC did not give him the correct information to activate two restricted accounts, which resulted in delays accessing his money. What happened Mr C lives overseas. Mr C had two accounts with Barclays which he wanted to access as... (4 pages)View decision -
Decision Reference DRN-3412847
1 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3412847 The complaint Mrs W complains that HSBC UK Bank Plc gave her poor customer service on a call she had with one of their call handlers. Mrs W is represented by her daughter in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments she has made... (5 pages)View decision -
Decision Reference DRN-3373763
1 Apr 2022 Progressive Money Limited UpheldConsumer CreditDRN-3373763 The complaint Mrs C complains through her representative that Progressive Money Limited (PML) lent her money on a high interest loan which she was unable to afford to repay. What happened PML provided a loan to Mrs C on 10 October 2018, of £12,000 repayable over 60 months at th... (3 pages)View decision -
Decision Reference DRN-3238104
1 Apr 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3238104 The complaint Mrs H complains that Madison CF UK Limited trading as 118 118 Money (“MCF”) lent to her in an irresponsible manner. What happened Mrs H was given two loans by MCF. She first borrowed £2,000 in January 2020 that she agreed to repay in 12 monthly instalments. Around... (4 pages)View decision -
Decision Reference DRN-3315530
1 Apr 2022 Grattan Plc UpheldBanking and PaymentsDRN-3315530 The complaint Ms S complains about Grattan Plc trading as Kaleidoscope (“Kaleidoscope”) for not crediting some returned items to her account and for letting interest accrue on those items. She wants all disputed items removed from her account. What happened Ms S held a Kaleidos... (2 pages)View decision -
Decision Reference DRN-3390498
1 Apr 2022 Kingfisher Insurance Services Limited UpheldInsuranceDRN-3390498 The complaint Mr and Mrs B complain that a mistake by Kingfisher Insurance Services Limited left them without flood cover on their caravan holiday home insurance policy. What happened Mr and Mrs B own a static caravan which, for a number of years, they insured with insurer T. T... (7 pages)View decision -
Decision Reference DRN-3065690
1 Apr 2022 UK Credit Limited UpheldConsumer CreditDRN-3065690 The complaint Mr W complains about a loan given to him by UK Credit Limited. What happened In June 2018, Mr W applied to UK Credit for a loan of £4,000. The loan was agreed and was to be repaid in 60 monthly instalments of £176.39. Mr W says that the loan was never affordable f... (4 pages)View decision -
Decision Reference DRN-3174179
1 Apr 2022 Rowanmoor Personal Pensions Limited UpheldPensions and AnnuitiesDRN-3174179 The complaint Mr M complains about the actions of Rowanmoor Personal Pensions Limited (Rowanmoor) when they chased him for unpaid SIPP fees, in particular the instruction of a debt collection firm and subsequent court recovery proceedings they instigated. What happened Mr M too... (4 pages)View decision -
Decision Reference DRN-3387499
1 Apr 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3387499 The complaint Mr H complains about the way Creation Financial Services Limited (‘Creation’) handled his claim for a refund for flight tickets he paid for using his Creation credit card. What happened Mr H bought return flight tickets for him and his wife in January 2020 from a... (3 pages)View decision -
Decision Reference DRN-3412372
1 Apr 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3412372 The complaint Ms H complains about four loans provided to her by Madison CF UK Limited, trading as 118 118 Money, (“118 118”), which she says were unaffordable. The complaint is brought to this service on Ms H’s behalf by a claims’ management company. But for ease, I shall refe... (8 pages)View decision
