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 362716 results
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Decision Reference DRN-4832214
4 Jun 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4832214 The complaint Ms R complains that Shawbrook Bank Limited (‘Shawbrook’) was unfair and unreasonable when it declined her claim under sections 75 of the Consumer Credit Act 1974 (‘CCA’) and when it rejected her complaint that it was party to an unfair debtor-creditor relationship... (12 pages)View decision -
Decision Reference DRN-4832051
4 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4832051 The complaint Mr L complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened In August 2022, Mr L came into contact with someone I’... (4 pages)View decision -
Decision Reference DRN-4552423
4 Jun 2024 National Westminster Bank Plc UpheldMortgagesDRN-4552423 The complaint Mr and Mrs C complain that National Westminster Bank plc has lost a payment they made to their mortgage in late 2021. What happened Mr and Mrs C were living and working abroad, and in November 2021 they made a payment of £50,000 to NatWest from their bank abroad. ... (3 pages)View decision -
Decision Reference DRN-4830669
4 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4830669 The complaint Mrs R and Mr R complain about Accredited Insurance (Europe) Ltd’s (“Accredited”) handling of their claim under their home insurance policy. Mr R has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to... (6 pages)View decision -
Decision Reference DRN-4775049
4 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4775049 The complaint Miss E complains that HSBC UK Bank Plc (“HSBC”) overstepped its boundaries by requesting a welfare check when there wasn’t a need and this has resulted in the spreading of a false narrative against her causing significant distress and upset and doesn’t believe the... (3 pages)View decision -
Decision Reference DRN-4785955
4 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4785955 The complaint Ms P complains HSBC UK Bank plc (HSBC) failed to properly carry out her instructions to recall an international payment she had sent. What happened Ms P says she sent an overseas payment of £9,042 for a land purchase on 31 March 2023 but realising she had sent the... (2 pages)View decision -
Decision Reference DRN-4748162
4 Jun 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4748162 The complaint The estate of Mr S complains The Prudential Assurance Company Limited mis-sold a with- profits savings plan to the late Mr S and withheld the maturity value of the plan. What happened The late Mr S took out a Flexible Savers Plan recommended by Prudential in 1992.... (3 pages)View decision -
Decision Reference DRN-4663719
4 Jun 2024 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-4663719 The complaint Mr M says that, due to poor service by OneSavings Bank Plc (trading as Kent Reliance), he has lost interest for a few days on a large sum of money. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Brie... (2 pages)View decision -
Decision Reference DRN-4758046
4 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4758046 The complaint Mr F complains Specialist Motor Finance Limited (SMF) acted irresponsibly in agreeing to lend to him as he said the loan wasn’t affordable. In bringing his complaint Mr F is represented by a third party. For ease of reading I will only refer to Mr F in my decision... (4 pages)View decision -
Decision Reference DRN-4707427
3 Jun 2024 Fairscore Ltd UpheldConsumer CreditDRN-4707427 The complaint Mr B complains about Fairscore Ltd’s, trading as Updraft, three lending decisions which he believes were irresponsible. What happened Mr B took out the following three loans with Updraft: Loan 1 o£5,000 in October 2020 oRequiring 35 monthly repayments of £182.37 ... (3 pages)View decision
