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-4586597
29 Jan 2024 more 2 life Ltd Not upheldMortgagesDRN-4586597 The complaint Mrs R’s complaint is about an equity release mortgage she holds with more 2 life Ltd (M2L). Her complaint is that M2L will not agree to a further advance on the mortgage, because its surveyor says that the construction of her property does not meet M2L’s acceptabl... (4 pages)View decision -
Decision Reference DRN-4475702
29 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4475702 The complaint Mr D complains that Monzo Bank Ltd has prevented him from having access to his own account with them. What happened Mr D has had his Monzo account open for several years with a positive balance. Monzo blocked access to Mr D’s account when he didn’t complete a Cust... (3 pages)View decision -
Decision Reference DRN-4404831
29 Jan 2024 Advanced Payment Solutions Limited Not upheldBanking and PaymentsThe complaint Mr R is a sole trader, trading as P. He complains that Advanced Payment Solutions Limited trading as Cashplus didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr R has used a representative to bring his complaint, but for ease of reading, I’ll m... (3 pages)View decision -
Decision Reference DRN-4382743
29 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4382743 The complaint Ms G complains Santander UK Plc locked her account due to a transaction she attempted to make. What happened Ms G attempted an online transaction using her Santander current account to buy silver, but the transaction was declined so she contacted Santander. She sa... (3 pages)View decision -
Decision Reference DRN-4418014
29 Jan 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4418014 The complaint Mr H has complained that Fund Ourselves Limited was irresponsible when it gave him access to a loan. What happened Fund Ourselves gave Mr H access to a loan in May 2023, the loan was for £300 repayable in four instalments of £148.20. Fund Ourselves didn’t uphold M... (2 pages)View decision -
Decision Reference DRN-4586326
29 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4586326 The complaint Mrs N is unhappy that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost to what she believed to be a scam. Mrs N in bringing her complaint to our service is being represented. For ease of reading, I will refer to Mrs N throughout my decision. What happened... (5 pages)View decision -
Decision Reference DRN-4374133
29 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4374133 The complaint Mr Z complains that HSBC UK Bank Plc acted irresponsibly when they agreed to an overdraft on his account. What happened Mr Z has had an overdraft on his bank account since 2007 and, due to his reliance on this, he thinks he has paid HSBC somewhere between £4,000 a... (2 pages)View decision -
Decision Reference DRN-4577549
29 Jan 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4577549 The complaint Mr E complains that Ageas Insurance Limited (“Ageas”) treated him unfairly when seeking to make a contents claim under his tenant liability insurance policy. What happened The background of this complaint is well known between parties, so I’ve summarised events. ... (2 pages)View decision -
Decision Reference DRN-4553502
29 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4553502 The complaint Mr and Ms W are unhappy because they don’t think AWP P&C SA fairly settled a claim they made on their travel insurance policy. What happened Mr and Ms W were on holiday when Ms W’s purse was stolen. She claimed for cash, a gift card and two rings which she’d p... (3 pages)View decision -
Decision Reference DRN-4245854
29 Jan 2024 HSBC UK Bank Plc Not upheldInvestmentsDRN-4245854 The complaint Mr R has complained about HSBC UK Bank Plc (HSBC). He said HSBC blocked him from trading on his stocks and shares ISA account. He said the block was imposed by HSBC after he requested a cash transfer to a third party. Mr R said he would like HSBC to review its pol... (3 pages)View decision
