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 362716 results
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Decision Reference DRN-4796894
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4796894 The complaint Mr K brings this complaint on behalf of a limited company Z. He’s unhappy that Barclays Bank UK Plc made the decision to close Z’s bank account and terminate a loan agreement. What happened In November 2022 Barclays contacted Z and gave it 60 days’ notice of i... (3 pages)View decision -
Decision Reference DRN-5104132
5 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5104132 The complaint Mr K complains that Lloyds Bank PLC closed his account without good reason and without giving him notice that it was doing so. What happened In March 2024 Mr K found that he was unable to make a card payment. When he tried to check his account, he was unable to... (2 pages)View decision -
Decision Reference DRN-5000844
5 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5000844 The complaint Mr A’s complaint is about the service provided under his central heating and kitchen appliance insurance policy with British Gas Insurance Limited. What happened Mr A held a policy with British Gas which covered his boiler and central heating system, as well a... (7 pages)View decision -
Decision Reference DRN-5190032
5 Dec 2024 NRAM Limited Not upheldMortgagesDRN-5190032 The complaint Ms B complains about NRAM Limited’s administration of a mortgage and unsecured loan which were settled in 2013. She’s unhappy that NRAM sold the settled debt and her personal data to another lender which then asked her for payment, that it hasn’t paid an intere... (3 pages)View decision -
Decision Reference DRN-5039109
5 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5039109 The complaint Mrs D and Mr D have complained that Ageas Insurance Limited unfairly declined part of a claim under their home insurance policy for storm damage. What happened Mrs D and Mr D made a claim to Ageas for storm damage after three tiles slipped from the roof at the... (2 pages)View decision -
Decision Reference DRN-5085964
5 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5085964 The complaint Ms D is unhappy J.P. Morgan Europe Limited (trading as Chase) won’t refund the money she lost to a scam. What happened In 2022 Ms D fell victim to a cryptocurrency scam. She’d seen an advert for the investment online – and had recently seen information in the ... (5 pages)View decision -
Decision Reference DRN-5010775
5 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5010775 The complaint Mr and Mrs W complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has unfairly declined a theft claim under their home and lifestyle insurance policy. Any reference to Mr and Mrs W or NFU includes respective agents or representati... (7 pages)View decision -
Decision Reference DRN-5140430
5 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5140430 The complaint Miss S complains about the level of service provided by esure Insurance Limited after she made a claim on her motor insurance policy. She wants it to reimburse her costs for recovering and repairing her car and compensate her for its delays. What happened Miss... (2 pages)View decision -
Decision Reference DRN-5188039
5 Dec 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5188039 The complaint Mr K has complained about the way Ikano Bank AB (publ) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”)... (4 pages)View decision -
Decision Reference DRN-4973422
5 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4973422 The complaint Ms M is unhappy that Bank of Scotland plc (Bank of Scotland) reduced her Bonus Saver interest rate and complains she was given poor customer service when she attempted to discuss it. What happened In May 2024, Ms M received a letter stating that her 12-month fi... (2 pages)View decision
