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 370149 results
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Decision Reference DRN-4847823
30 Jul 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4847823 Complaint Mr P complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been len... (3 pages)View decision -
Decision Reference DRN-4934357
30 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4934357 The complaint A company I’ll call H complains that HSBC Bank UK PLC (HSBC) blocked then closed its account and withdrew its Bounce Back Loan (BBL), without explaining why. And that it used the balance of the account funds to pay off the BBL, then delayed in returning the exc... (4 pages)View decision -
Decision Reference DRN-4932390
30 Jul 2024 The Royal London Mutual Insurance Society Limited UpheldInsuranceDRN-4932390 The complaint Mr P complains that The Royal London Mutual Insurance Society Limited (trading as Police Mutual) cancelled his motor insurance policy without providing sufficient notice. He wants the policy reinstated. What happened Mr P missed a direct debit payment for his ... (4 pages)View decision -
Decision Reference DRN-4936783
30 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936783 The complaint Mr R complains that Monzo Bank Ltd have unreasonably recorded a marker against him with the fraud prevention agency CIFAS. He’d like the marker removed and compensation. What happened Mr R had an account with Monzo. But in June 2023 his account received some f... (3 pages)View decision -
Decision Reference DRN-4697556
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4697556 The complaint Mr F complains NewDay Ltd trading as Fluid treated him unfairly in respect of a credit card account after he suffered financial difficulties due to health conditions. What happened Mr F holds a credit card account with NewDay. Unfortunately, due to physical and... (5 pages)View decision -
Decision Reference DRN-3571695
30 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3571695 The complaint Mr W has complained, with the help of a professional third party, about the transfer of his personal pensions, previously held with The Royal London Mutual Insurance Society Limited (‘Royal London’) to a small self-administered scheme (“SSAS”) in May 2014. Mr W... (11 pages)View decision -
Decision Reference DRN-4630665
30 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4630665 The complaint Mr B is unhappy with the data Capital One (Europe) Plc (“Capital One”) is recording on his credit file, in respect of two credit card accounts he has with it. He feels it’s unfair, inaccurate and is impacting him purchasing a home. Mr B is represented by Miss ... (3 pages)View decision -
Decision Reference DRN-4899583
30 Jul 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4899583 The complaint Ms R has complained about the way Astrenska Insurance Limited handled a claim she made on a travel insurance policy and that it failed to provide additional support for her vulnerabilities. The complaint involves the actions of the claim administrators, acting... (4 pages)View decision -
Decision Reference DRN-4834046
30 Jul 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4834046 The complaint Mrs H complains that Ageas Insurance Limited (“Ageas”) declined a claim she made on her home insurance policy following a storm. What happened Mrs H has a home insurance policy with Ageas. It provides cover for damage caused by fire, explosion, smoke, and stor... (3 pages)View decision -
Decision Reference DRN-4936302
30 Jul 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4936302 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc was of an unsatisfactory quality. What happened In June 2023, Mr P was supplied with a used electric car through a hire purchase agreement with T... (6 pages)View decision
