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 359538 results
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Decision Reference DRN-4857207
1 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4857207 The complaint Mr B complains that Vanquis Bank Limited irresponsibly provided him with credit. What happened Vanquis opened a credit card account for Mr B in January 2021 with a £1,000 credit limit. It increased the limit to £2,000 in June 2021. Mr B complained to Vanquis in Ma... (3 pages)View decision -
Decision Reference DRN-4857238
1 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4857238 The complaint Mr A complains that Starling Bank Limited unfairly lodged a marker against him with a fraud prevention service - CIFAS. What happened Mr A had a Starling account which received payments into it from different people, some of them were later reported as being part ... (4 pages)View decision -
Decision Reference DRN-4806980
1 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806980 The complaint Mr and Mrs S complain about how Advantage Insurance Company Limited dealt with a claim against their motor insurance policy. Reference to Advantage includes its agents. What happened In summary, in May 2022, the convertible roof of Mr and Mrs S’ car was vandalised... (6 pages)View decision -
Decision Reference DRN-4883503
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4883503 The complaint Ms I complains about the interest and charges HSBC UK Bank Plc have applied to her overdraft account. She says these charges have caused her to get further into financial difficulty. What happened I previously issued my provisional decision on this case, setting o... (4 pages)View decision -
Decision Reference DRN-4832499
1 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4832499 The complaint Mr M complained that a payment he made to his NewDay Ltd (“NewDay”) credit card account went missing. What happened Mr M made a payment of £75 to NewDay on 22 March 2023, but the money never reached his NewDay credit card account. Mr M says that he contacted NewDa... (2 pages)View decision -
Decision Reference DRN-4829116
1 Jul 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4829116 The complaint Mr H complains about the interest rate on a personal loan from HSBC UK Bank Plc (HSBC). What happened Mr H says he was offered a personal loan from HSBC at a rate of 6.7% APR. He applied for the loan and it was agreed on 17 November 2023 at a rate of 22.9% APR. Th... (3 pages)View decision -
Decision Reference DRN-4743476
1 Jul 2024 Hamilton Insurance Designated Activity Company Not upheldInsuranceDRN-4743476 The complaint Miss A and Mr B complain about how Hamilton Insurance Designated Activity Company (Hamilton) handled their claim against their travel insurance policy. Reference to Hamilton includes its agents. What happened In summary, Miss A and Mr B have an annual travel insur... (3 pages)View decision -
Decision Reference DRN-4698168
1 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4698168 The complaint X complains that Wise Payments Limited blocked and then closed his account with it, and that it returned most of the funds on the account to a payer, rather than to him. What happened In May 2023 X received a payment of €4,985 to his account with Wise, which provi... (2 pages)View decision -
Decision Reference DRN-4662094
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4662094 The complaint Mr C complains that HSBC UK Bank Plc decided to unfairly close his bank account and share incorrect information about him. This negatively impacted his credit file, and caused him significant detriment. He’d like compensation for the impact and his credit file rep... (4 pages)View decision -
Decision Reference DRN-4882567
1 Jul 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4882567 The complaint Mrs L is unhappy because Red Sands Insurance Company (Europe) Limited declined a claim she made on her pet insurance policy. What happened In October 2023, Mrs L made a claim under her policy with Red Sands for the cost of treatment after her dog was injured by a ... (5 pages)View decision
