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 355536 results
-
Decision Reference DRN-4995444
3 Sep 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4995444 The complaint Miss A complains that HSBC UK Bank Plc was irresponsible in its lending to her. Miss A is represented by a third party but for ease of reference I have referred to Miss A throughout this decision. What happened Miss A was provided with a £7,000 loan by HSBC in ... (3 pages)View decision -
Decision Reference DRN-5000669
3 Sep 2024 HSBC UK Bank Plc UpheldMortgagesDRN-5000669 The complaint Mr and Mrs G’s complaint relates to a mortgage application they made to HSBC UK Bank Plc in October 2023. They are unhappy that the application was rejected and they could not port their interest rate product to their new home. What happened In June 2022 Mr and... (5 pages)View decision -
Decision Reference DRN-4547431
3 Sep 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4547431 The complaint Mrs G complains Fortegra Europe Insurance Company Ltd unfairly declined claims against her minor damage repair cover insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus... (2 pages)View decision -
Decision Reference DRN-5000644
3 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5000644 The complaint Mr W and Mrs W have complained about the settlement Aviva Insurance Limited (Aviva) offered them following a claim under a home insurance policy. What happened Mr W and Mrs W made a claim for a pendant and chain that went missing in their home. Aviva accepted ... (4 pages)View decision -
Decision Reference DRN-5000626
3 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5000626 The complaint Mr W complains about National Westminster Bank Plc (NatWest) in that they replaced his debit card without notice, leaving him without card access to his account for over two months. Mr W says this had a significant impact on his life. What happened In March 202... (3 pages)View decision -
Decision Reference DRN-4955500
3 Sep 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4955500 The complaint Ms E has complained about the repair Aviva Insurance Limited carried out under her mobile phone insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of ... (1 page)View decision -
Decision Reference DRN-4873858
3 Sep 2024 AIG Life Limited Not upheldInsuranceDRN-4873858 The complaint Mr and Mrs T complain about the way AIG Life Limited has handled an application Mr T made for a life and critical illness insurance policy. As the complaint was brought by Mr T, for ease, I’ve referred mainly to him. What happened The background to this complai... (4 pages)View decision -
Decision Reference DRN-5000272
3 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5000272 The complaint Ms S says she was overcharged by Creation Consumer Finance Ltd (“Creation”) for an item she purchased on Buy Now Pay Later (BNPL) terms. What happened I issued a provisional decision on this complaint in August 2024. An extract from that provisional decision is... (3 pages)View decision -
Decision Reference DRN-4700410
3 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4700410 The complaint Mr G complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by two investment scams, or to help him recover the money once he’d reported the scams to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-4701230
3 Sep 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4701230 The complaint Mr M is unhappy with how MBNA Limited (MBNA) handled a quality of goods claim he made to them. What happened Mr M says he paid a goods supplier I shall call S the sum of £5,651.71 in September 2022 for delivery of materials for work on his driveway. This paymen... (3 pages)View decision
