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 362712 results
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Decision Reference DRN-4724693
5 Apr 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4724693 The complaint Miss D is complaining about Madison CF UK Limited because she says it lent irresponsibly when granting her a series of loans she couldn’t afford without carrying out proper affordability checks. What happened Between 2019 and 2021, Miss D took the following loans ... (6 pages)View decision -
Decision Reference DRN-4721481
5 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4721481 The complaint Mr P1 complains on behalf of his father Mr P2, the sole proprietor of M, a business, that Barclays Bank UK PLC, having told him that all banking was free for the first twelve months of his account, charged a substantial fee for depositing cash. What happened Mr P1... (2 pages)View decision -
Decision Reference DRN-4724424
5 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4724424 The complaint Mr and Mrs S have complained about the service provided by Arch Insurance (UK) Limited (’Arch’) following a claim for flood damage under their home insurance policy. For the avoidance of doubt, the term ‘Arch’ also includes its representatives, agents, and contrac... (5 pages)View decision -
Decision Reference DRN-4724589
5 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4724589 The complaint Mr B complains about how American Express Services Europe Limited (‘Amex’) handled a claim he made to it. What happened The parties are familiar with the background of this complaint – so I will only summarise it briefly here. It reflects my informal remit. Mr B i... (5 pages)View decision -
Decision Reference DRN-4596989
5 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4596989 The complaint Mrs K complains that Bank of Scotland plc, trading as Halifax, unfairly denied her application for a credit card. What happened After being recommended by a friend Mrs K applied for a Halifax credit card to use in case of emergency when going overseas. Mrs K made ... (2 pages)View decision -
Decision Reference DRN-4707197
5 Apr 2024 AFH Independent Financial Services Limited UpheldInvestmentsDRN-4707197 The complaint Ms M, representing the estate of Mr C, her late husband, complains about delays in the surrender of several investment accounts administered in part by AFH Independent Financial Services Limited (“AFH”). What happened The background to the complaint will be well-k... (3 pages)View decision -
Decision Reference DRN-4086479
5 Apr 2024 Solium Capital UK Limited Not upheldInvestmentsDRN-4086479 The complaint Mr O has complained that Solium Capital UK Limited (‘Solium’) didn’t exercise his option to buy his employer’s shares in his save as you earn (‘SAYE’) share save scheme and transfer them to his ISA account. Mr O has now lost the opportunity to exercise his options... (4 pages)View decision -
Decision Reference DRN-4722720
5 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722720 The complaint Mr B complains that Monzo Bank Ltd treated him unfairly when it dealt with a Chargeback claim he made. What happened Mr B said he made a purchase online for £689.42 for a product but didn’t receive the item. He asked for a refund within 30 days but this did not ha... (3 pages)View decision -
Decision Reference DRN-4716720
5 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4716720 The complaint Mr C and Mrs C complain that HSBC UK Bank Plc (HSBC) won’t refund money they lost in a ‘safe account’ scam. What happened What Mr C and Mrs C say: Mr C told us that on 26 December 2023, he had some calls from someone who said he was from HSBC’s fraud department an... (5 pages)View decision -
Decision Reference DRN-4706721
5 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4706721 The complaint Ms H complains that Barclays Bank UK PLC has failed to account to her for some funds in an old savings accounts of hers. And that it failed to recognise her signature. What happened In February 2023 Ms H contacted Barclays requesting some copy statements on her ac... (2 pages)View decision
