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
-
Decision Reference DRN-3340081
27 Apr 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3340081 The complaint Ms C complains that Santander UK Plc didn’t tell her when they weren’t able to set up a regular direct debit to her ISA account, as she requested. What happened Ms C holds accounts with Santander. These include a business account and a stocks and shares ISA held w... (3 pages)View decision -
Decision Reference DRN-3422554
27 Apr 2022 Insurance Factory Ltd UpheldInsuranceDRN-3422554 The complaint Mrs A has complained to Insurance Factory Ltd about the increase in premiums for her lifetime pet insurance policy. All references to Insurance Factory include its agents. What happened Mrs A took out lifetime pet insurance through Insurance Factory in 2012. In Ju... (3 pages)View decision -
Decision Reference DRN-3430679
27 Apr 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3430679 The complaint Mr W has complained that AXA Insurance UK Plc (‘AXA’) declined a claim under his previous home insurance policy following a wall collapse which damaged his home. What happened In January 2021, Mr W experienced a traumatic event when a large section of wall to the ... (7 pages)View decision -
Decision Reference DRN-3306083
27 Apr 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3306083 The complaint Miss F and Mr H feel they were misled by Tesco Underwriting Ltd when purchasing their home insurance policy. What happened Miss F and Mr H purchased home insurance through an online comparison site with the policy commencing in May 2021. They opted to add personal... (4 pages)View decision -
Decision Reference DRN-3116108
27 Apr 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3116108 The complaint Mr M complains that Barclays Bank UK PLC won’t refund money he lost when he fell victim to a scam. What happened In July 2020 Mr M fell victim to a scam. Both parties are aware of the circumstances of the complaint, so I won’t repeat them all in great detail here.... (6 pages)View decision -
Decision Reference DRN-3403783
27 Apr 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3403783 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. What happened Mr M took four loans with 118 118 Money. From the information we hold on file, the details of the loans were as follows: Loan number Start date Loan amount ... (2 pages)View decision -
Decision Reference DRN-3392536
27 Apr 2022 Skyline Direct Limited UpheldConsumer CreditDRN-3392536 The complaint Miss M through a representative complains that Skyline Direct Limited (Skyline) provided her with loans she couldn’t afford to repay. What happened Miss M took 12 home collected loans between February 2018 and April 2021. I’ve included some of the information we’v... (7 pages)View decision -
Decision Reference DRN-3381733
27 Apr 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3381733 The complaint Mr G complains that Startline Motor Finance Limited irresponsibly provided him with a hire purchase agreement he couldn’t afford to repay. What happened In July 2017, Mr G acquired a used car financed by a hire purchase agreement from Startline. Mr G paid a deposi... (4 pages)View decision -
Decision Reference DRN-3313652
27 Apr 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3313652 The complaint and background Ms A seeks to recover around £32,500 from HSBC UK Bank Plc, which was stolen from her bank account in 2020 as the result of an investment scam. The events that unfolded in this case are well known to both parties, so I don’t intend on detailing them... (4 pages)View decision -
Decision Reference DRN-3447281
27 Apr 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3447281 The complaint Ms H complains that Barclays Bank UK PLC failed to process her direct debit payment correctly for three consecutive months and this was unfairly recorded on her credit file. Ms H would like Barclays to correct her credit file, and to increase its offer to compensa... (4 pages)View decision
