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 369227 results
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Decision Reference DRN-4755897
9 May 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4755897 The complaint Miss F has complained that Madison CF UK Limited trading as 118 118 Money (“Madison”) gave her a loan that she couldn’t afford to repay. What happened Miss F was granted one loan for £3,000 on 15 February 2022. Miss F was due to make 36 monthly repayments of £142.... (4 pages)View decision -
Decision Reference DRN-4690072
9 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4690072 The complaint Mr A is unhappy that HSBC UK Bank Plc allowed an energy company to reinstate a direct debit after he had cancelled it with HSBC. What happened Mr A has severe mental difficulties and is classed as a vulnerable customer. Mr A called HSBC and asked them to cancel a ... (4 pages)View decision -
Decision Reference DRN-4751620
9 May 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4751620 The complaint Mr and Mrs H complain that National Westminster Bank Plc didn’t provide all documents related to their mortgage when they made a data subject access request. What happened Mr and Mrs H had a mortgage with NatWest which they redeemed in 2023. Mr and Mrs H made a da... (2 pages)View decision -
Decision Reference DRN-4760958
9 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4760958 The complaint Mrs L complains about Covea Insurance plc (“Covea”) and the way they classified a payment made to her in 2018, following a road traffic accident that resulted in her car being deemed a total loss. What happened The claim and complaint circumstances are well known ... (3 pages)View decision -
Decision Reference DRN-4580331
9 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4580331 The complaint Mr V complains that Nationwide Building Society failed to complete an account switching process properly, leaving him his old bank account open with a balance on it which he had to repay to the bank. What happened In November 2023 Mr V made a request to Nationwide... (2 pages)View decision -
Decision Reference DRN-4709513
9 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4709513 The complaint Mr H and Mrs H complain that following a leak at their home Royal and Sun Alliance Insurance Limited declined to cover the cost of replacing the pipework that supplies their central heating and cold-water system. They feel the leak from their hot water supply syst... (6 pages)View decision -
Decision Reference DRN-4572510
9 May 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-4572510 The complaint Mr and Mrs B are unhappy that HSBC wouldn’t agree to automatically extend their interest only mortgage for two years after the original mortgage term had expired. What happened Mr and Mrs B’s residential mortgage began in 2008. The agreement was for borrowing on i... (6 pages)View decision -
Decision Reference DRN-4495118
9 May 2024 Topaz Finance Limited UpheldMortgagesDRN-4495118 The complaint Mr and Mrs P’s complaint is that Topaz Finance Limited trading as Heliodor Mortgages unfairly charged legal costs of £773.80 to their mortgage account. They are also unhappy that Topaz asked them to telephone when Mr and Mrs P had made it clear they would prefer t... (4 pages)View decision -
Decision Reference DRN-4755913
9 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4755913 The complaint Miss H complains that the correct account balance wasn’t shown on her online banking facility with Barclays Bank UK PLC. What happened On 20 March 2020 Miss H won around £800 online and the funds were paid into her account. Miss H has explained that when she logge... (2 pages)View decision -
Decision Reference DRN-4785496
9 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4785496 The complaint Miss H complains that Clydesdale Bank Plc trading as Virgin Money was irresponsible in its lending to her. What happened Miss H was provided with a Virgin Money credit card in January 2020. She doesn’t think that Virgin Money took into account her circumstances at... (3 pages)View decision
