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 121115 results
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Decision Reference DRN-3394565
25 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3394565 The complaint Mr C has complained NewDay Ltd, trading as Amazon Classic, didn’t refund fraudulent transactions and managed his fraud claim poorly. What happened In 2020 Mr C was in hospital for a prolonged period and his home was burgled. He noted two transactions made with his... (2 pages)View decision -
Decision Reference DRN-3396572
25 Mar 2022 Society of Lloyd's UpheldInsuranceDRN-3396572 The complaint Mr K complains that Society of Lloyd’s unfairly turned down a claim on his agricultural vehicle insurance policy. For ease of reading, reference to Lloyd’s will include anything done by the underwriters. What happened Mr K’s baler suffered damage while being used ... (3 pages)View decision -
Decision Reference DRN-3387965
25 Mar 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3387965 The complaint Miss P with the service received from The Co-operative Bank Plc (trading as Platform) when trying to port her mortgage. What happened Miss P held a mortgage with Platform, her rate was fixed for five-years at 2.39% until December 2021. The off... (3 pages)View decision -
Decision Reference DRN-2983017
25 Mar 2022 Progressive Money Limited UpheldConsumer CreditDRN-2983017 The complaint Mr G says Progressive Money Limited (PML) lent to him irresponsibly. What happened Mr G took out a 36-month instalment loan from PML on 9 April 2018. It was for £4,000 and the monthly repayments were £203.04. The total repayable was £7,320.40. Mr G says the loan w... (4 pages)View decision -
Decision Reference DRN-3389385
25 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3389385 The complaint Mr H and Ms N are unhappy that AXA Insurance UK Plc (AXA) caused damage to their home when carrying out repairs following a claim under their buildings and contents insurance. The policy was in joint names but, for ease and because Mr H dealt with the complaint, I... (4 pages)View decision -
Decision Reference DRN-3147444
25 Mar 2022 Morses Club PLC UpheldConsumer CreditDRN-3147444 The complaint Mr J says Morses Club PLC lent to him irresponsibly. He says that he was in financial difficulty when the loans were arranged. He thinks if Morses had made better checks it would’ve seen this and not lent to him. What happened This complaint is about four home col... (4 pages)View decision -
Decision Reference DRN-3396171
25 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3396171 The complaint Mr P has complained about the transfer of his personal pension to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds weren’t invested. He thinks he would have been better off not transferring. He holds Wellington Court Financial Services Limi... (15 pages)View decision -
Decision Reference DRN-3236301
25 Mar 2022 Nationwide Building Society UpheldConsumer CreditDRN-3236301 The complaint Mr C complains about Nationwide Building Society unhelpful response when he let it know that he was having difficulties repaying his loan. What happened Mr C took out a Nationwide loan in January 2019. In January 2020 Mr C contacted Nationwide to say that he’d bee... (3 pages)View decision -
Decision Reference DRN-3350192
25 Mar 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3350192 The complaint Mr C complained that Nationwide Building Society hadn’t offered him enough compensation for default markers against his name. What happened In 2014 Mr C was making frequent, often weekly, payments ranging from £180 to £370 to a vehicle hire firm. The last was on ... (2 pages)View decision -
Decision Reference DRN-3238655
25 Mar 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3238655 The complaint Mrs G complains HSBC UK Bank Plc (HSBC) incorrectly registered a default on her credit file. What happened In June 2020, Mrs G used her HSBC card to deposit £1,164 with a separate savings provider. But a system error meant this went through twice. Mrs G contacted ... (4 pages)View decision
