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 371485 results
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Decision Reference DRN-4889814
30 Jul 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4889814 The complaint Mrs H complains that American Express Services Europe Limited (“AESEL”) unfairly suspended her credit card while it was under review. Mrs H had been assisted in bringing her complaint by her husband, Mr H, but for ease of reference I shall refer to things raise... (3 pages)View decision -
Decision Reference DRN-4938847
30 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4938847 The complaint Mrs R complains that Santander UK Plc (‘Santander’) closed her bank account and wants it to be reopened. What happened I issued a provisional decision in June this year where I said that I wasn’t considering upholding this complaint. An extract from that decis... (8 pages)View decision -
Decision Reference DRN-4868411
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868411 The complaint Mrs E complains that she was unable to make a 0% balance transfer from another lender to clear a credit card she held with NewDay Ltd trading as Fluid. What happened Mrs E holds a Fluid credit card with NewDay. She was unhappy that the interest rate applicable ... (3 pages)View decision -
Decision Reference DRN-4806703
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806703 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W notified Advantage Insurance that Mrs W had been involved in an accident with another... (3 pages)View decision -
Decision Reference DRN-4921644
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4921644 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W complained to Advantage Insurance about the valuation it had placed on their car and ... (3 pages)View decision -
Decision Reference DRN-4760704
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4760704 The complaint Mrs B is unhappy that she had multiple declined transactions when using a credit card she holds with NewDay. What happened Mrs B has a credit card with NewDay which she says she uses on a fairly ad hoc basis. In November 2023 Mrs B attempted to use the credit c... (3 pages)View decision -
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
