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 360264 results
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Decision Reference DRN-4712639
18 Apr 2024 Evergreen Finance London Limited Not upheldConsumer CreditDRN-4712639 The complaint Mr S complains through a representative that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) failed to carry out reasonable and proportionate checks before it gave him these loans. What happened A summary of Mr S’s borrowing can be found ... (3 pages)View decision -
Decision Reference DRN-4256299
18 Apr 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-4256299 The complaint Mr M complains about Trading 212 UK (‘Trading 212’) Limited. He complains that Trading 212 did not inform him that the positions he had with exchange traded products would be closed as the instruments were delisted. He also complaints that Trading 212 did not cond... (3 pages)View decision -
Decision Reference DRN-4743588
18 Apr 2024 Specialist Lending Limited UpheldConsumer CreditDRN-4743588 The complaint Miss B complains that Specialist Lending Limited, trading as Duologi, treated her unfairly regarding a dispute about a loan to purchase a heat pump. What happened Miss B purchased a new Air Source Heat Pump (‘the Pump’) in October 2019, paid for by a f... (6 pages)View decision -
Decision Reference DRN-4748762
18 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4748762 The complaint Miss F complains about Bank of Scotland plc, trading as Halifax, duplicating a refund and causing her distress and financial difficulties. What happened I issued a provisional decision on 2 April 2024, and this is what I said: I’ve considered the relevant informat... (4 pages)View decision -
Decision Reference DRN-4678708
18 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4678708 The complaint Mr D complains that American Express Services Europe Limited (“AESEL”) imposed a spending limit on his account. What happened Mr D holds a Preferred Rewards Gold Charge Card account on which there is a supplementary card holder. On 25 September 2023 AESEL applied ... (3 pages)View decision -
Decision Reference DRN-4748736
18 Apr 2024 Ageas Insurance Limited UpheldInsuranceDRN-4748736 The complaint Mr H complains that Ageas Insurance Limited declined his claim for accidental damage that occurred when a relative was jet washing his property. What happened Mr H held a buildings insurance policy with Ageas. In April 2023 Mr H made a claim for damage to the ren... (3 pages)View decision -
Decision Reference DRN-4748710
18 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4748710 The complaint Mr C complains about the level of service he received from National Westminster Bank Plc (NatWest) when he couldn’t use their APP and biometrics on his mobile phone. What happened I issued a provisional decision on 2 April 2024, and this is what I said: I’ve consi... (3 pages)View decision -
Decision Reference DRN-4696955
18 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4696955 The complaint Mr J complains about misleading interest rate information on HSBC UK Bank Plc’s banking APP which has caused him a financial loss. What happened Mr J opened an HSBC online bonus saver account in May 2022 with a balance significantly in excess of £50,000. He used H... (2 pages)View decision -
Decision Reference DRN-4735139
18 Apr 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4735139 The complaint Mr M and Mrs S have complained that Admiral Insurance (Gibraltar) Limited were responsible for poor customer service and delays when they made a claim on their travel insurance policy. As it is Mrs S leading on the complaint, I will mostly just be referring to her... (2 pages)View decision -
Decision Reference DRN-4748610
18 Apr 2024 Accelerant Insurance UK Limited UpheldInsuranceDRN-4748610 The complaint Mrs M complains about the delay in repairs being completed by Accelerant Insurance UK Limited (Accelerant) following a claim made under her insurance policy for doors and windows installed at her property. Where I’ve referred to Accelerant, this also includes acti... (3 pages)View decision
