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 367300 results
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Decision Reference DRN-5167092
18 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5167092 The complaint Ms C complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) haven’t marked her credit file accurately. What happened Ms C had a credit card from Tesco. She went into bankruptcy in May 2020. Her debt to Tesco was £5,756. She was discharged from... (2 pages)View decision -
Decision Reference DRN-5166609
18 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5166609 The complaint Mr S complains that Vanquis Bank Limited sold his account to a third party without notifying him. What happened Mr S says his Vanquis credit card account was sold to a debt collection company without him being notified. He says he had been recently hospitalise... (2 pages)View decision -
Decision Reference DRN-5164343
18 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5164343 The complaint Miss D has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 5 May 2024 Miss D went to a cash machine at a local supermarket. She initially intended to withdraw £300 but this amount e... (2 pages)View decision -
Decision Reference DRN-5137397
18 Dec 2024 West Bay Insurance Plc UpheldInsuranceDRN-5137397 The complaint Mrs S has complained that her home contents insurer, West Bay Insurance Plc (‘West Bay’) , turned down a claim she made on her policy for her missing jewellery . West Bay is the underwriter of this policy i.e., the insurer. During the claim Mrs S also dealt wi... (5 pages)View decision -
Decision Reference DRN-5218031
18 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5218031 The complaint Miss M is unhappy with the quality of a car supplied under a hire purchase agreement by BMW Financial Services(GB) Limited trading as MINI Financial Services (‘BMWFS’). What happened Around September 2020 Miss M acquired a new car using a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5157757
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5157757 The complaint E, a limited company, has complained Barclays Bank UK PLC won’t refund them for disputed cash machine withdrawals. What happened Miss K is a director of E and represents them in this complaint. For ease I’ll refer to Miss K throughout. Miss K’s wallet was stole... (2 pages)View decision -
Decision Reference DRN-4787549
18 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4787549 The complaint Mr R complains on behalf of the estate of Mrs F about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim made under a home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mrs... (6 pages)View decision -
Decision Reference DRN-5141588
18 Dec 2024 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5141588 The complaint Mr J in unhappy that Al Rayan Bank PLC published inaccurate information about daily online transfer limits. What happened Mr J was purchasing a property and needed to transfer a sizeable deposit amount for the purchase from his Al Rayan account. Mr J reviewed A... (3 pages)View decision -
Decision Reference DRN-5201047
18 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5201047 The complaint This complaint is about a mortgage in the joint names of Mr and Mrs M taken out with Santander UK Plc. Mrs M, who has brought the complaint with the consent of Mr M, is unhappy that, after Santander told her a 30-day hold would be put on the account, a possess... (3 pages)View decision -
Decision Reference DRN-5168777
18 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5168777 The complaint Mr C complains about the service and communication provided by UK Insurance Limited (UKI) after he made a claim on his motor insurance policy. What happened Mr C and his family returned from a holiday to find that he had left his car’s key abroad. He was at an... (2 pages)View decision
