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-4743585
16 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4743585 The complaint Mr N complains that HSBC UK Bank Plc (‘HSBC’) won’t refund money he lost after falling victim to a rogue builder scam. What happened In 2020, Mr N bought a new property and needed some building work completed. Mr N says he selected the property with the help of an... (7 pages)View decision -
Decision Reference DRN-4679424
16 Apr 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4679424 The complaint Miss L complains that Zopa Bank Limited (“Zopa”) provided her with credit that she couldn’t afford to repay. What happened Zopa approved a loan of £5000 for Miss L in November 2022. The loan was to be repaid at £162.42 per month over a 48 month period. Miss L comp... (3 pages)View decision -
Decision Reference DRN-4743581
16 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4743581 The complaint Mr S is complaining that NewDay Limited trading as Aqua lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr S is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with... (4 pages)View decision -
Decision Reference DRN-4584409
16 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4584409 The complaint Mr K, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. What happen... (3 pages)View decision -
Decision Reference DRN-4736647
16 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4736647 The complaint Miss W is complaining about Clydesdale Bank Plc trading as Virgin Money because she says it lent to her irresponsibly when giving her two credit cards she couldn’t afford. Miss W has also complained to us about the decision to provide her with an overdraft facilit... (5 pages)View decision -
Decision Reference DRN-4742411
16 Apr 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4742411 The complaint Mr P complains that TSB Bank plc refused to stamp bank statements for him for his visa application papers and unfairly closed his account because of his alleged conduct when in the branch. What happened In April 2023 Mr P attended a branch of TSB. He explained tha... (3 pages)View decision -
Decision Reference DRN-4743343
16 Apr 2024 Amtrust Europe Limited UpheldInsuranceDRN-4743343 The complaint Mr M is complaining about the amount Amtrust Europe Limited has paid to settle a claim he made on his caravan insurance policy. What happened In October 2019 Mr M bought a new caravan paying around £23,000 for it. In August 2022 Mr M took out an insurance policy p... (3 pages)View decision -
Decision Reference DRN-4684333
16 Apr 2024 Topaz Finance Limited Not upheldMortgagesDRN-4684333 The complaint Mrs K and Mr K are unhappy with letters Topaz Finance Limited sent them about their mortgage arrears and about the amount Topaz said was outstanding. What happened Mrs K and Mr K took out a mortgage in 2008 that was transferred to Topaz in 2019. They are in arrear... (7 pages)View decision -
Decision Reference DRN-4743387
16 Apr 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4743387 The complaint Ms T complains that Mulsanne Insurance Company Limited (Mulsanne) unfairly cancelled her motor insurance policy. What happened When Ms T bought a motor insurance policy from Mulsanne in February 2023 she said she expected to drive a total of 5,000 miles in the yea... (4 pages)View decision -
Decision Reference DRN-4743335
16 Apr 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4743335 The complaint Mrs C is complaining about National Westminster Bank Plc. She says it lent to her irresponsibly by granting an overdraft on her current account and allowing the facility to remain in place when she couldn’t afford it. What happened In November 2015, Mrs C was gran... (5 pages)View decision
