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 246785 results
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Decision Reference DRN-4554190
15 Jan 2024 Everyday Lending Limited Not upheldConsumer CreditDRN-4554190 The complaint Mr B complains that Everyday Lending Limited (“EDL”) irresponsibly agreed a loan for him. What happened EDL agreed a loan of £2,000 for Mr B in September 2022. The total amount owed was £4,729 to be repaid at £197 a month over 24 months (figures rounded). Mr B com... (3 pages)View decision -
Decision Reference DRN-4344512
15 Jan 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4344512 The complaint Mr L complains TSB Bank Plc put a block on his account, which had catastrophic consequences. While it’s said sorry and paid compensation, he doesn’t think this covers the distress, inconvenience and financial cost involved. What happened TSB placed a block on Mr L... (2 pages)View decision -
Decision Reference DRN-4415421
15 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415421 The complaint Mr B complains that NewDay Ltd, trading as BIP (who I’ll call NewDay), shouldn’t have allowed him to exceed the credit limit on his credit card. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead,... (1 page)View decision -
Decision Reference DRN-4557593
15 Jan 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4557593 The complaint Miss D and Mr P complain about how Inter Partner Assistance SA (IPA) dealt with a claim against their travel insurance policy. Reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-4478960
15 Jan 2024 Moneyplus Group Limited UpheldConsumer CreditDRN-4478960 The complaint Mr W complains that MoneyPlus Group Limited trading as MoneyPlus Advice (MoneyPlus) mis-sold him a debt management plan. What happened Mr W entered into a debt management plan (DMP) managed by MoneyPlus in 2022. Mr W says MoneyPlus told him that it would help put ... (6 pages)View decision -
Decision Reference DRN-4509228
15 Jan 2024 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-4509228 The complaint Mr P complains that Adrian Flux Insurance Services Group cancelled his commercial motor insurance policy. He wants the cancellation record removed. Mr P is represented in this matter by Ms V. What happened Mr P’s telematics policy was cancelled. Adrian Flux said t... (2 pages)View decision -
Decision Reference DRN-4558206
15 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4558206 The complaint Mr B complains about HSBC UK Bank PLC’s response to a claim he made under Section 75 of the Consumer Credit Act 1974. What happened In April 2022, Mr B purchased a solar panel system (“the system”) from a supplier. He paid for this in part using his HSBC credit ca... (3 pages)View decision -
Decision Reference DRN-4405040
15 Jan 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4405040 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money deactivated his bank card without authority. He said Virgin’s agent wouldn’t help him at the time and threatened to terminate the call. Mr D said his card had similarly been deactivated before. What h... (4 pages)View decision -
Decision Reference DRN-4437556
15 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4437556 The complaint Mr S complains that Ageas Insurance Limited (Ageas) declined his claim for water damage based on a false report and his race. What happened Mr S had buildings and contents insurance underwritten by Ageas. In December 2022, Mr S had a leak in his bathroom. His plum... (5 pages)View decision -
Decision Reference DRN-4190938
15 Jan 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4190938 The complaint Mrs and Mr C complain that Barclays Bank UK PLC has treated them unfairly when it failed to provide an accurate update on their revised monthly repayment figure. What happened Mrs and Mr C have a mortgage with Barclays which has four different mortgage accounts wi... (3 pages)View decision
