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 365360 results
-
Decision Reference DRN-5453559
4 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5453559 Complaint Mrs H has complained about a credit card which she says HSBC UK Bank Plc unfairly lent to her. Mrs H says that the credit card was never affordable for her given her existing debts and so she shouldn’t have been lent to. Background HSBC believes that it provided M... (3 pages)View decision -
Decision Reference DRN-5395753
4 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5395753 The complaint Miss W complains that NewDay Ltd trading as Fluid Mastercard irresponsibly lent to her. What happened Miss W was approved for a Fluid credit card in June 2022 with a credit limit of £2,000. The credit limit was increased to £2,700 in October 2022. Miss W says t... (3 pages)View decision -
Decision Reference DRN-5421464
4 Apr 2025 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-5421464 The complaint Mrs T and Mr T are unhappy with the service provided by AXA Insurance Designated Activity Company (AXA) following an escape of oil claim made on their home insurance policy. Mrs T and Mr T are both party to this complaint, and have also instructed a third part... (4 pages)View decision -
Decision Reference DRN-5455342
4 Apr 2025 Elderbridge Limited Not upheldMortgagesDRN-5455342 The complaint Mr and Mrs D complain about the second charge secured loan they have with Elderbridge Limited. They complain that Elderbridge hasn’t provided them with a fully legible copy of the loan agreement, it hasn’t complied with their subject access requests, and it has... (2 pages)View decision -
Decision Reference DRN-5407687
4 Apr 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5407687 The complaint Mr D complains through a representative that Advantage Finance Ltd (“Advantage”) gave him a hire purchase agreement without carrying out adequate affordability checks. What happened In January 2021, Advantage provided Mr D with a hire purchase agreement for a ... (3 pages)View decision -
Decision Reference DRN-5405162
4 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5405162 Complaint Mr P complains that Secure Trust Bank Plc (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in him ending up in a cycle of borrowing from friends, family and payday loans in ... (5 pages)View decision -
Decision Reference DRN-5413692
4 Apr 2025 Bank of Scotland Plc Not upheldInsuranceDRN-5413692 The complaint Mrs H is represented by Mr H. He complains on their behalf that the Secure Life Plan taken out through Bank of Scotland was mis-sold. Mr H says the plan now has a lower claim value compared to the premiums Mrs H has paid. What happened Mrs H took out the Secur... (2 pages)View decision -
Decision Reference DRN-4917781
4 Apr 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-4917781 The complaint Mr W complains Legal and General Assurance Society Limited (L&G) have provided poor service when administering a life assurance policy. He says he was given incorrect information when trying to make changes to the policy, and there have been problems with t... (3 pages)View decision -
Decision Reference DRN-5411094
4 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5411094 The complaint Miss M, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened Miss M took out an 18-month instalment loan for £330 from Loans 2 Go on 6 September 2022. The monthly repayments were £67.83 and the total repayable was £1,220.94... (3 pages)View decision -
Decision Reference DRN-5199835
4 Apr 2025 AWP P&C S.A. UpheldInsuranceDRN-5199835 The complaint Mr and Mrs T are unhappy with the service they received from AWP P&C S.A. in relation to a travel insurance policy connected to a package bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision
