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 370903 results
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Decision Reference DRN-4680249
25 Jul 2024 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-4680249 The complaint Miss W complains that Mortgage Agency Services Number Five Limited (“MAS5”) has treated her unfairly during her period of financial difficulty. She specifically says that she’s been unfairly overcharged on her mortgage, during a period when it was no longer off... (7 pages)View decision -
Decision Reference DRN-4899709
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4899709 The complaint Mr L complains that HSBC UK Bank Plc unfairly put his bounce back loan (“BBL”) into default. What happened Mr L took out a £50,000 BBL in May 2020. Payments were missed on the BBL in late 2021 and in 2022. HSBC closed Mr L’s client accounts in June 2022. They s... (3 pages)View decision -
Decision Reference DRN-4586655
25 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4586655 The complaint Miss H complains about a cash machine dispute with Barclays Bank UK PLC. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will focus on giving the reasons for my ... (2 pages)View decision -
Decision Reference DRN-4929337
25 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4929337 The complaint Mr B has complained that Bank of Scotland trading as Halifax (“Halifax”) didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“CCA”) in relation to a holiday product bought using his credit card. This decision relates solely to a co... (3 pages)View decision -
Decision Reference DRN-4835471
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4835471 The complaint G, a limited company, complains that HSBC UK Bank Plc disclosed confidential information to a member of staff, causing G significant inconvenience and loss. G has been represented in this complaint by its director, Mr G. What happened A key member of G’s staff,... (2 pages)View decision -
Decision Reference DRN-4798641
25 Jul 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4798641 The complaint Ms P complains that Everyday Lending Limited have provided her with a settlement figure for a loan which is higher than it should be. She’s also unhappy that she wasn’t made aware that interest would be payable if the loan was settled early. What happened In Ju... (3 pages)View decision -
Decision Reference DRN-4918700
25 Jul 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4918700 The complaint Mr S complains that BUPA Insurance Limited wrongly told him that it might be able to provide cover for treatment under his private medical insurance policy. What happened In April 2020, Mr S applied for a private medical insurance policy which was underwritten ... (2 pages)View decision -
Decision Reference DRN-4629721
25 Jul 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4629721 The complaint Mr W complains about a car he acquired with finance provided by Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”). What happened In April 2023, Mr W entered into a regulated hire purchase agreement with V12 in relation to a used car. The car was eig... (4 pages)View decision -
Decision Reference DRN-4567754
25 Jul 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4567754 The complaint Mr S complains that HSBC UK Bank Plc hasn’t refunded a payment he made using his credit card. What happened In March 2023, Mr S purchased return airline tickets for four of his relatives using his HSBC credit card. The flights were due to take place in Septembe... (2 pages)View decision -
Decision Reference DRN-4885682
25 Jul 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4885682 The complaint Mr T has complained about a policy he held with Aviva Life & Pensions UK Limited (‘Aviva’). The reviewable whole of life ‘Lifespan’ policy covered life and critical illness. There were administrative errors and Mr T was misinformed about the surrender value... (4 pages)View decision
