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 118878 results
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Decision Reference DRN-3197287
9 Jun 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3197287 The complaint Miss M complains about adverse information HSBC UK Bank Plc (“HSBC”) reported to the credit reference agencies (“CRAs”) about her personal loan and about the level of service provided. What happened The details of this complaint are well known to both parties, so ... (3 pages)View decision -
Decision Reference DRN-3521079
9 Jun 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3521079 The complaint Mr H is unhappy with how long it took him to receive the maturity proceeds of a savings plan he held with Aviva Life & Pensions UK Limited (Aviva). What happened The details of this complaint are well known to both parties, and were set out in my provisional d... (4 pages)View decision -
Decision Reference DRN-3534285
9 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3534285 The complaint F, a limited company, complains HSBC UK Bank Plc unfairly closed its accounts, which caused it significant losses. What happened The facts which led to F making this complaint are well known to both parties. But in summary: F is a limited company, and this compla... (3 pages)View decision -
Decision Reference DRN-3532879
9 Jun 2022 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-3532879 The complaint Mrs D is unhappy with how Marks & Spencer Financial Services Plc, trading as M&S Bank, managed the situation when she informed them that she was struggling to meet the payments on her loan account because of the financial impact of Covid-19. What happened ... (4 pages)View decision -
Decision Reference DRN-3520668
9 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3520668 The complaint Mr B is unhappy that NewDay Ltd, trading as Aqua, provided him with credit which he feels was unaffordable for him at those times. What happened In April 2017, Mr B applied for a NewDay administered credit account. His application was approved, and NewDay issued M... (4 pages)View decision -
Decision Reference DRN-3329246
9 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3329246 The complaint Mrs G is a sole trader. She complains that Barclays Bank UK Plc unfairly declined her application for a Bounce Back Loan (BBL) and closed her business account. What happened Mrs G wanted to apply for a BBL with Barclays as the lender she banked with wasn’t partici... (3 pages)View decision -
Decision Reference DRN-3534316
9 Jun 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3534316 The complaint Mr M is unhappy with repairs carried out on his car by his insurer Liverpool Victoria Insurance Company Limited (LV). What happened Mr M’s car was stolen from his drive, in early September 2020. It was recovered within hours following it crashing during a high-spe... (6 pages)View decision -
Decision Reference DRN-3499524
9 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3499524 The complaint The Trustees of C, a private family trust, complained about problems they had experienced with Barclays Bank UK PLC, in relation to adding a signatory to their account. The Trustees believe they’ve provided enough information for Barclays to add the new signatory,... (7 pages)View decision -
Decision Reference DRN-3386452
9 Jun 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3386452 The complaint Mr Z complains Barclays Bank UK PLC charged too much for a payment he made. What happened Mr Z wanted to send a payment in Euros and used a money transfer company, which I’ll refer to as A, to complete the payment. Mr Z paid for the transfer by card. But something... (3 pages)View decision -
Decision Reference DRN-3530530
9 Jun 2022 Acromas Insurance Company Limited UpheldInsuranceDRN-3530530 The complaint Mr L has complained about his motor insurer Acromas Insurance Company Limited because his policy was cancelled, he had to find new cover which was more expensive, and he also continued to pay for the old, cancelled policy. What happened Mr L was involved in an acc... (3 pages)View decision
