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-3455799
29 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3455799 The complaint A company, which I’ll refer to as “N”, complains that errors by HSBC UK Bank Plc left it unable to obtain a loan under the Bounce Back Loan Scheme. One of N’s directors, Mr P, brings the complaint on the company’s behalf. What happened N banks with HSBC. On N’s be... (3 pages)View decision -
Decision Reference DRN-3433860
29 Apr 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3433860 The complaint Mr H is unhappy that Capital One (Europe) plc closed his credit card accounts and didn’t refund him the credit. He would like his credit refunded. What happened Mr H had two credit card accounts with Capital One. On 1 November 2020 Capital one blocked access to on... (3 pages)View decision -
Decision Reference DRN-2838708
29 Apr 2022 Ageas Insurance Limited UpheldInsuranceDRN-2838708 The complaint Mr F complains about the way a claim for subsidence on his home insurance policy was handled by Ageas Insurance Limited (“Ageas”). What happened This complaint was brought by Mr F and Ms F on behalf of a relative, Mr F, who sadly died during the claims process. Fo... (3 pages)View decision -
Decision Reference DRN-3237720
29 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3237720 The complaint Mr T complains to Barclays Bank UK PLC that payments on his own account were impacted, when trying to manage his late mother’s banking affairs following her passing. What happened In September 2021 Mr T visited a Barclays branch to register the death of his late m... (3 pages)View decision -
Decision Reference DRN-3452044
29 Apr 2022 UK Credit Limited UpheldConsumer CreditDRN-3452044 The complaint Miss C, through a representative, says UK Credit Limited lent to her irresponsibly. What happened Miss C took out a guarantor loan from UK Credit on 28 October 2019. It was for £6,000 over 60 months. The monthly repayment was £231.63 and the total repayable was £1... (3 pages)View decision -
Decision Reference DRN-3452001
29 Apr 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3452001 The complaint Mr S says Madison CF UK Limited, trading as 118 118 Money, lent to him irresponsibly. What happened Mr S took out a 24-month instalment loan for £3,000 on 2 November 2016. The monthly repayment was £299.32 and the total repayable was £7,183.68. I understand there ... (2 pages)View decision -
Decision Reference DRN-3402316
29 Apr 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3402316 The complaint Mr and Mrs M complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a subsidence claim made under their buildings insurance policy. What happened The background of this complaint is well known to both parties, so I’ve summarised events. In January 2018 M... (2 pages)View decision -
Decision Reference DRN-3450965
29 Apr 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3450965 The complaint Miss N complains through her representative that AvantCredit of UK, LLC lent her money on high interest loans she was unable to afford to repay. What happened Date of loan Amount Term Monthly repayment Date repaid Loan 1 1/12/2014 £4,000 36m £180 7/5/2015 Loan 2 8... (6 pages)View decision -
Decision Reference DRN-3451133
29 Apr 2022 Equifax Limited UpheldConsumer CreditDRN-3451133 The complaint Mr M complains Equifax Limited recorded the incorrect address format on his credit file. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr M has explained he feels Equifax’s systems incorr... (3 pages)View decision -
Decision Reference DRN-3171803
29 Apr 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3171803 The complaint Mr W is seeking to recover around £14,800 from The Co-operative Bank Plc (Co-op); a payment he made as a result of a third-party scam. What happened Mr W received a message on social media from someone claiming to be a well-known presenter of a series exploring in... (4 pages)View decision
