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 360982 results
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Decision Reference DRN-5085527
31 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5085527 The complaint A company which I’ll call ‘E’ complains that Barclays Bank UK Plc sent correspondence to an address it had never provided, which ultimately led to its loan account defaulting. The complaint is brought on E’s behalf by its director, Miss G. What happened E hel... (3 pages)View decision -
Decision Reference DRN-5096370
31 Dec 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5096370 The complaint Mr N complains that TSB Bank plc blocked his account while it investigated a payment into it. He says that the bank’s actions caused him significant distress and inconvenience. What happened On 31 March 2024 Mr N received a payment of £1,350 into his TSB accoun... (2 pages)View decision -
Decision Reference DRN-5228341
31 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5228341 The complaint Miss H complains that esure Insurance Limited haven’t given her a fair settlement valuation for her car after it was deemed a total loss. What happened In 2023 Miss T made a claim on her car insurance policy following an accident in which the third party admit... (2 pages)View decision -
Decision Reference DRN-4964404
31 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4964404 The complaint A company, which I’ll refer to as M, complains that National Westminster Bank Plc, trading as Mettle, won’t reimburse money it lost after it fell victim to a fraud. Mr J, who is a Director of M, brings the complaint on the company’s behalf. What happened As the... (3 pages)View decision -
Decision Reference DRN-4889100
31 Dec 2024 J M Finn & Co Ltd Not upheldInvestmentsDRN-4889100 The complaint Miss P complains that J M Finn & Co Ltd (“JMF”) managed her general investment portfolio in a manner inappropriate to her personal circumstances, resulting in a significant loss in value during early 2022, impacting the level of income the portfolio was abl... (5 pages)View decision -
Decision Reference DRN-5234850
31 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5234850 The complaint Ms K has four issues she’s raised against TransUnion International UK Limited (TU): 1. TU suppressed reporting of her credit card with a company I’ll refer to as C 2. TU suppressed reporting of her credit card with another company, I’ll refer to them as H 3. T... (7 pages)View decision -
Decision Reference DRN-4858348
31 Dec 2024 J M Finn & Co Ltd Not upheldInvestmentsDRN-4858348 The complaint Ms S complains that J M Finn & Co Ltd (“JMF”) unsuitably managed her general investment and SIPP portfolios. She feels the level of risk they were exposed to was too high, primarily due to an over exposure of technology stocks, resulting in a significant lo... (6 pages)View decision -
Decision Reference DRN-5193078
31 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5193078 The complaint The estate of Mrs B complains about Bank of Scotland plc, trading as Halifax, delaying the switching of funds to an ISA. Also, the service and complaint handling actions when they attempted to put things right. What happened Mrs B sadly passed away in July 2023... (3 pages)View decision -
Decision Reference DRN-5041242
31 Dec 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5041242 The complaint J (a limited company) is the policyholder of a life and critical illness policy, underwritten by The Royal London Mutual Insurance Society Limited (‘the policy’). J is unhappy that The Royal London Mutual Insurance Society Limited didn’t consider a claim under... (2 pages)View decision -
Decision Reference DRN-5234721
31 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5234721 The complaint Mrs G complains that BMW Financial Services(GB) Limited trading as Mini Financia Services (“BMWFS”) supplied her with a car under a hire purchase agreement that wasn’t of satisfactory quality. What happened In April 2023, Mrs G acquired a used car financed by a... (4 pages)View decision
