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 365917 results
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Decision Reference DRN-5177425
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5177425 The complaint Mr M complains BMW Financial Services (GB) Limited (BMW) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for him. What happened Mr M entered into a hire pu... (4 pages)View decision -
Decision Reference DRN-5286174
24 Jan 2025 Soldo Financial Services Ltd Not upheldBanking and PaymentsDRN-5286174 The complaint Mr N complains that Soldo Financial Services Ltd unfairly closed his account and didn’t return his funds. What happened Mr N had a business account with Soldo. In 2019, Soldo blocked and later closed Mr N’s account after he received a payment of over £5,000. Mr... (2 pages)View decision -
Decision Reference DRN-5241147
24 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5241147 The complaint Mrs B complains about Admiral Insurance (Gibraltar) Limited’s liability decision following a claim against her motor insurance policy. What happened Mrs B held motor insurance with Admiral. She was involved in an incident with a third party in May 2024. Mrs B h... (2 pages)View decision -
Decision Reference DRN-4852864
24 Jan 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-4852864 The complaint Mr C complains that Curve UK Limited trading as Curve (‘Curve’) failed to cancel his subscription with it. What happened The background to this complaint is well known to both parties, so I will just provide a brief overview of events here. Mr C contacted Cur... (3 pages)View decision -
Decision Reference DRN-5001078
24 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5001078 The complaint Ms K complains that HSBC UK Bank Plc acted unfairly in blocking access to her current account. What happened Ms K held a credit card and current account with HSBC. In February 2024, Ms K contacted HSBC to inform them she was struggling financially. Soon after, ... (3 pages)View decision -
Decision Reference DRN-5246169
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246169 The complaint Mr B complains Nationwide Building Society sent him a refund without any explanation and that its communication since then has been very poor. What happened Mr B had a credit card account with Nationwide which he closed over 15 years ago. Mr B says he received ... (2 pages)View decision -
Decision Reference DRN-5280133
24 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5280133 The complaint Mrs A’s complained – in her capacity as one of the executors of her late husband, Mr A’s estate – that The Royal London Mutual Insurance Society Limited (“RL”) unfairly declined the claim submitted on Mr A’s life policy and voided the policy. What happened In l... (3 pages)View decision -
Decision Reference DRN-5215837
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215837 The complaint Mr D is a sole trader. He complains about the way Barclays Bank UK PLC (Barclays) communicated with him during the conduct of their Know Your Customer review, (KYC). Mr D believes that during the process, when attempting to obtain information concerning his bus... (6 pages)View decision -
Decision Reference DRN-5213576
24 Jan 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5213576 The complaint Mr J complains about Aviva Life & Pensions UK Limited’s decision to decline his claims for critical illness and permanent and total disability benefit under his level term assurance policy. What happened The history to this complaint is well known to the p... (4 pages)View decision -
Decision Reference DRN-5248882
24 Jan 2025 Conister Bank Limited UpheldBanking and PaymentsDRN-5248882 The complaint Ms L complains Conister Bank Limited didn’t call her back when she asked for help with an online application. What happened In October 2024 Ms L contacted Conister Bank to say she was having problems completing an online application for a fixed rate bond. Ms L ... (2 pages)View decision
