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 367300 results
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Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-4721950
5 Jun 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4721950 The complaint Mr R complains that Lloyds Bank PLC irresponsibly lent to him. Mr R says proper checks would have shown he couldn’t repay the borrowing without suffering financial hardship. What happened Lloyds lent Mr R a loan in July 2019, the loan amount was £8,500 repayable o... (2 pages)View decision -
Decision Reference DRN-4511250
5 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4511250 The complaint Mr T complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled an ongoing claim made on his home insurance policy relating to subsidence. What happened Mr T has an ongoing claim on his home insurance policy for damage caused by subside... (5 pages)View decision -
Decision Reference DRN-4834827
5 Jun 2024 QBE UK Limited UpheldInsuranceDRN-4834827 The complaint Mr C has complained about the poor repairs to his car following a claim under his Courier Insurance Policy and the impact this had on him emotionally and financially. Any reference to QBE includes its agents. What happened Mr C was involved in an accident at the e... (3 pages)View decision -
Decision Reference DRN-4772185
5 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4772185 The complaint Mr and Mrs M complained that UK Insurance Limited trading as Direct Line (‘UKI’) declined a claim under their home insurance policy following a theft. What happened Mr and Mrs M reported to UKI that there had been a theft from their home in the early hours of a da... (4 pages)View decision -
Decision Reference DRN-4492311
5 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4492311 The complaint Mr W complains Revolut Ltd is holding him liable for payments he didn’t make. Mr W is being represented by his mother, Mrs W, in bringing this complaint. What happened In April 2023, Mr W reported several card payments to “H” as unauthorised. Revolut declined to r... (4 pages)View decision -
Decision Reference DRN-4761319
5 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4761319 The complaint Mr T complains about AXA Insurance UK Plc’s handling of a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for th... (3 pages)View decision -
Decision Reference DRN-4752554
5 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4752554 The complaint Miss B and Mr H complain Accredited Insurance (Europe) Ltd unfairly declined a theft claim under a buildings and contents insurance policy. Reference to Accredited include its agents. What happened Miss B and Mr H took out a buildings and contents policy with Accr... (3 pages)View decision -
Decision Reference DRN-4492701
5 Jun 2024 Santander UK Plc Not upheldMortgagesDRN-4492701 The complaint This complaint’s about a mortgage Mr and Mrs T hold with Santander UK Plc. The essence of the complaint is that Santander rejected, or at least failed properly to consider, their various requests to extend the mortgage term. The mortgage term has now expired. What... (4 pages)View decision -
Decision Reference DRN-4192360
5 Jun 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4192360 The complaint Mrs I complains that Trading 212 UK Limited unfairly closed one of her contract for differences positions which resulted in a loss. She wants the transaction cancelled and the loss refunded. What happened Mrs I opened a contract for differences (“CFD”) trading acc... (3 pages)View decision
