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 367928 results
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Decision Reference DRN-5026548
3 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5026548 The complaint Mr M and Mrs M have complained that U K Insurance Limited trading as Direct Line Home (UKI) unfairly declined part of a claim under a home insurance policy. References to UKI include companies acting on its behalf. What happened Mr M and Mrs M contacted UKI t... (3 pages)View decision -
Decision Reference DRN-5007116
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5007116 The complaint A charity, which I will refer to as H, complains that Barclays Bank UK Plc closed its bank account without warning. What happened Barclays closed H’s account on 30 October 2023. The bank quickly realised it had made a mistake – it closed the account for non-co... (3 pages)View decision -
Decision Reference DRN-5151014
3 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5151014 The complaint Ms M complains about how Nationwide Building Society dealt with her cancelled international payment request. What happened Ms M says she made an international online payment from her account on 28 August 2024. She says she realised after the payment was made, t... (2 pages)View decision -
Decision Reference DRN-5185156
3 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5185156 The complaint Miss W complains that Moneybarn No 1 Ltd trading as Moneybarn didn’t sufficiently check she could afford to sustain the repayments for two conditional sale agreements she’d with them. In bringing her complaint Miss W is represented by a third party. For ease of... (5 pages)View decision -
Decision Reference DRN-4853246
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4853246 The complaint Mr M complains HSBC UK Bank Plc didn’t provide the service it should have in response to his chargeback claim for a debit card transaction being incorrectly processed in USD. He wants HSBC to apologise, his account to be corrected to reflect the GBP cost of his... (3 pages)View decision -
Decision Reference DRN-5155802
3 Dec 2024 Nugenis Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5155802 The complaint Miss K is unhappy that following advice from Nugenis Financial Planning Limited her pension plan failed to deliver the return she was hoping for, she feels the charges were too high for the level of service received, and the firm failed to accommodate her visua... (7 pages)View decision -
Decision Reference DRN-5123419
3 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5123419 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire purchase agreement with Moneyway that ... (3 pages)View decision -
Decision Reference DRN-4882586
3 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4882586 The complaint Miss M has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023 Miss M entered into a two-year fixed sum loan ag... (4 pages)View decision -
Decision Reference DRN-5186454
3 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5186454 The complaint A charity, which I will refer to as P, complains about the way Barclays Bank UK Plc carried out a Know Your Customer (KYC) review. Mr B, a director of P, complains on its behalf. What happened P is constituted as a company limited by guarantee. Mr B is a memb... (4 pages)View decision -
Decision Reference DRN-5153502
3 Dec 2024 Fluro Platform Limited Not upheldConsumer CreditDRN-5153502 The complaint Mr W says Fluro Platform Limited irresponsibly lent to him. What happened Mr W took out a loan for £20,000 over 60 months on 13 November 2023 for home improvements. The monthly repayments were £474.95 and the total repayable was £28,508.80. The loan is now part... (3 pages)View decision
