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 121668 results
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Decision Reference DRN-4195771
18 Jan 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4195771 The complaint Mrs H complained that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) failed to open a bond account for her when she applied and gave her poor service when she sought to resolve the issue. Mrs H wants Virgin to pay her the equivalent of the interest she wou... (5 pages)View decision -
Decision Reference DRN-4559134
18 Jan 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4559134 The complaint Mr and Mrs W are unhappy with the service they received from Astrenska Insurance Limited and associated companies acting on their behalf. What happened Mr and Mrs W had an annual travel insurance policy underwritten by Astrenska. During the policy year Mrs W exper... (3 pages)View decision -
Decision Reference DRN-4497078
18 Jan 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4497078 The complaint Miss B complains National Westminster Bank Plc blocked her account for 3 weeks without notice. She would like compensation. What happened Miss B had a personal account with NatWest. On 24 December 2021 NatWest blocked the account. Miss B told us she was abroad on ... (2 pages)View decision -
Decision Reference DRN-4489277
18 Jan 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4489277 The complaint Miss D complains that Zopa Bank Limited lent irresponsibly when it approved her credit card application. What happened In July 2022 Miss D applied for a credit card with Zopa. In her application, Miss D said she was employed with an income of £37,000. Miss D also ... (3 pages)View decision -
Decision Reference DRN-4568402
18 Jan 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4568402 The complaint Mrs C complains Toyota Financial Services (UK) PLC (Toyota) supplied her with a car that she believes wasn’t of satisfactory quality. Mrs C is represented by Mr C but for the purposes of this decision, I will refer to Mrs C as she’s the agreeme... (5 pages)View decision -
Decision Reference DRN-4527975
18 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4527975 The complaint Mr S complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr S first raised his complaint in 2019 and says that he didn’t receive a response from NewDay at that time and when he raised this again NewDay said it wouldn’t reopen his compl... (3 pages)View decision -
Decision Reference DRN-4486286
18 Jan 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4486286 The complaint Mr B has complained that Accelerant Insurance Europe SA/NV declined his claim on his caravan insurance policy after his caravan was stolen. He wants it to pay his claim. What happened Mr B took out a caravan insurance policy with Accelerant through an online site... (3 pages)View decision -
Decision Reference DRN-4478889
18 Jan 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4478889 The complaint Mr P complains about how Bank of Scotland plc trading as Halifax dealt with a loan application. What happened Mr P applied for a loan with Halifax in March 2023. He says there were a number of problems, with the money not being received to the interest rate changi... (2 pages)View decision -
Decision Reference DRN-4397574
18 Jan 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4397574 The complaint A company, which I’ll refer to as T, complaints that ClearBank Limited won’t refund payments it didn’t make. Mr C, who is the director of T, brings the complaint on T’s behalf. ClearBank partners with Tide to provide accounts for its customers. For ease, I’ve gene... (2 pages)View decision -
Decision Reference DRN-4355881
18 Jan 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4355881 The complaint A company, which I’ll refer to as A, complaints that ClearBank Limited won’t refund payments it didn’t make. Mr S, who is the director of A, brings the complaint on A’s behalf. ClearBank partners with Tide to provide accounts for its customers. For ease, I’ve gene... (3 pages)View decision
