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 364422 results
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Decision Reference DRN-4699876
8 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4699876 The complaint Mr B complains that NewDay Ltd would not accept a credit card balance transfer from another provider. He says that it was not made clear that a transfer would not be possible, as a result of which he remains paying a high rate of interest. What happened Mr B has a... (2 pages)View decision -
Decision Reference DRN-4645469
8 Apr 2024 Target Servicing Limited UpheldMortgagesDRN-4645469 The complaint Miss H and Mr M complain that Target Servicing Limited delayed issuing a deed of postponement for their help to buy shared equity loan, which meant they lost out on the chance of re-mortgaging at a more favourable interest rate. What happened Miss H and Mr M have ... (5 pages)View decision -
Decision Reference DRN-4617270
8 Apr 2024 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-4617270 The complaint Miss M complains that Omni Capital Retail Finance Limited (‘Omni Capital’) irresponsibly gave her a loan that she couldn’t afford. What happened On 24 January 2022, Miss M applied for a loan with Omni Capital. The loan was for £3,990 before interest and the monthl... (2 pages)View decision -
Decision Reference DRN-4672279
8 Apr 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4672279 The complaint Ms A complains about how Marshmallow Insurance Limited handled her claim and cancelled her motor insurance policy. She wants substantial compensation for the trouble and upset this caused. What happened Ms A’s car was damaged in an incident with another driver. Bu... (2 pages)View decision -
Decision Reference DRN-4532377
8 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4532377 The complaint O, a limited company complains that HSBC UK Bank Plc unfairly blocked and closed its account. O also says HSBC haven’t released money paid into the account. O is represented by its director, Mr K. What happened The detailed background of this complaint is well kno... (4 pages)View decision -
Decision Reference DRN-4681288
8 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4681288 The complaint Mr and Mrs H are unhappy that Admiral Insurance (Gibraltar) Limited declined their escape of water claim. Mr and Mrs H jointly held home insurance underwritten by Admiral. For ease of reading, I’ll refer just to Mrs H throughout my decision. What happened The back... (3 pages)View decision -
Decision Reference DRN-4572470
8 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4572470 The complaint Miss B complains that HSBC UK Bank Plc, trading as first direct, put unnecessary barriers in place to her opening a Bonus Savings Account and weren’t proactive in making her aware of higher interest accounts that it offers. What happened Miss B wanted to open a fi... (3 pages)View decision -
Decision Reference DRN-4714692
8 Apr 2024 Castle Trust Capital PLC Not upheldMortgagesDRN-4714692 The complaint Mr G complains that Castle Trust Capital PLC trading as Castle Trust Bank lent him an unregulated business loan that was secured on his residential property by way of a second charge, when he should have been given a regulated mortgage product. What happened In Ja... (5 pages)View decision -
Decision Reference DRN-4690221
8 Apr 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4690221 The complaint Mr A complains about how HDI Global Specialty SE handled and settled a claim he made under his home buildings insurance policy for damage caused by water ingress. What happened Mr A held a buildings insurance policy with HDI. There’s no contents or accidental cove... (7 pages)View decision -
Decision Reference DRN-4457026
8 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4457026 The complaint Mr and Mrs B have complained that Santander UK Plc “Santander” closed their account whilst they were abroad without any warning. Mr and Mrs B say this put them in an extremely difficult and stressful situation. What happened Whilst Mr and Mrs B were abroad, they r... (3 pages)View decision
