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 361839 results
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Decision Reference DRN-5175989
10 Dec 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5175989 The complaint Mr W is unhappy with Tradex Insurance Company PLC’s settlement of his car insurance claim. What happened Mr W’s car was involved in an accident in November 2023. He initially claimed through the third-party insurer (TPI) and its agents. But after his car was de... (3 pages)View decision -
Decision Reference DRN-5147047
10 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5147047 The complaint Mrs J complains that Domestic & General Insurance Plc (“D&G”) unfairly declined her claim on an electronic device insurance policy. What happened Mrs J has shared with us that her son lives with global development delay. From at least January 2024, Mr... (2 pages)View decision -
Decision Reference DRN-5151358
10 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5151358 The complaint Mr D complains that American Express Services Europe Limited (AESEL) ended his card agreement and cancelled his card. What happened Mr D held a credit card account with AESEL. On 19 August 2024 AESEL sent Mr D a letter advising him that it had ended his agreeme... (2 pages)View decision -
Decision Reference DRN-5203546
10 Dec 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5203546 The complaint Mr W complains about the way Creation Consumer Finance Ltd (Creation) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act 19... (6 pages)View decision -
Decision Reference DRN-5095341
10 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5095341 The complaint Mr J complains that Barclays Bank UK PLC unfairly closed his account and won’t return the funds that remained. What happened Around April last year, Barclays wrote to Mr J advising him that it would be closing his account as of 2 November 2023. Barclays said th... (2 pages)View decision -
Decision Reference DRN-5145518
10 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5145518 The complaint Mr H complains that NewDay Ltd trading as Fluid, unfairly recorded a default against his credit file. He wants the default removed and to be paid additional compensation. What happened Mr H held a credit facility with NewDay and was required to make monthly re... (3 pages)View decision -
Decision Reference DRN-5200648
10 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5200648 The complaint Mr S, a sole trader, complains that Lloyds Bank PLC has treated him unfairly by putting his loans into default. What happened In 2018, Mr S borrowed around £1.1million from the bank, split between a fixed rate treasury loan (“the FRL”) and a variable rate loan ... (7 pages)View decision -
Decision Reference DRN-5200292
10 Dec 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5200292 The complaint Mr O complains about poor service from Co-op Funeral Plans Limited after it failed to collect Mrs O from home following her sudden death. Mr O is represented by a relative. What happened The history to this complaint is well known to the parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-4670544
10 Dec 2024 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-4670544 The complaint Mr B complains about the quality of a car acquired through a hire agreement from Alphabet (GB) Ltd (“Alphabet”). What happened Mr B entered a hire agreement with Alphabet in September 2017 for a new car. It was initially intended to be for around four years but... (2 pages)View decision -
Decision Reference DRN-4741461
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741461 The complaint Mr Y says Bank of Scotland plc, trading as Halifax, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (2 pages)View decision
