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 121877 results
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Decision Reference DRN-4295259
22 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4295259 The complaint A charity which I’ll call ‘R’ complains that Barclays Bank UK Plc treated them unfairly when placing a fixed term deposit. The complaint is brought on R’s behalf by one of their trustees, Mr L. What happened R held an account with Barclays. R told us: In early 20... (5 pages)View decision -
Decision Reference DRN-4472813
22 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4472813 The complaint Mr R has complained about the way that Lloyds Bank PLC handled a direct debit claim. What happened In late 2022, Mr R reported a series of direct debit payments to a merchant as unauthorised. They were for home insurance, and had been running since mid-2018. Mr R ... (3 pages)View decision -
Decision Reference DRN-4545403
22 Jan 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4545403 The complaint Mr G complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened The background to this complaint is well known to both parties, so I won’t... (2 pages)View decision -
Decision Reference DRN-4571583
22 Jan 2024 Marshmallow Financial Services Ltd UpheldInsuranceDRN-4571583 The complaint Mr L says that he took out motor insurance arranged by Marshmallow Financial Services Ltd (Marshmallow) without realising he had done so due to a problem with the website. He complains that, after he took out motor insurance with another company, Marshmallow recor... (2 pages)View decision -
Decision Reference DRN-4406746
22 Jan 2024 QIC Europe Ltd UpheldInsuranceDRN-4406746 The complaint Ms P complains about how QIC Europe Ltd (QIC) dealt with a claim under her home insurance policy for damage to her property from a falling chimney off a neighbour’s property caused by bad weather. QIC use agents to administer the policy and to assess claims. Refer... (4 pages)View decision -
Decision Reference DRN-4574152
22 Jan 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4574152 The complaint Mr S complains about the quality of a car he has been financing through an agreement with CA Auto Finance UK Ltd (“CA Auto”). What happened Mr S acquired a used car using a personal contract purchase (“PCP”) agreement with CA Auto in April 2023. The cash price of ... (5 pages)View decision -
Decision Reference DRN-4392061
22 Jan 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4392061 The complaint Mrs S says Zopa Bank Limited lent to her irresponsibly. What happened Mrs S took out a 60-month loan for £13,500 in September 2022. The monthly repayments were £382.61 and the total repayable was £22,956.52. Mrs S says she was heavily indebted when she applied and... (3 pages)View decision -
Decision Reference DRN-4555188
22 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4555188 The complaint Mr S has complained about the way Acromas Insurance Company Limited handled his claim under his motor insurance policy for damage to his car. Where I’ve referred to Acromas, this also includes any actions or communication by agents acting on its behalf. What happe... (3 pages)View decision -
Decision Reference DRN-4535941
22 Jan 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4535941 The complaint Mrs C has complained that Domestic & General Insurance Plc (‘D&G’) declined a claim for repair of her vacuum cleaner and cancelled her appliance insurance policy. What happened Mrs C’s husband had bought a vacuum cleaner and obtained appliance cover from D... (4 pages)View decision -
Decision Reference DRN-4522309
22 Jan 2024 Julian Harris Financial Consultants UpheldPensions and AnnuitiesDRN-4522309 The complaint Mr C complains that his adviser at Julian Harris Financial Consultants provided poor advice, failed to invest his pension fund following its switch, and as a result of it remaining in cash, he has lost out financially. Mr C also complains that he has subsequently ... (5 pages)View decision
