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 125363 results
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Decision Reference DRN-4770255
2 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4770255 The complaint Mr S has complained about the way Aviva Insurance Limited handled his claim under his home insurance policy. What happened In November 2022 Mr S contacted Aviva about damp and staining on the upper floor ceiling at the property insured under his policy. Aviva star... (4 pages)View decision -
Decision Reference DRN-4778634
2 May 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4778634 The complaint Mr J complains that Tesco Personal Finance PLC (trading as Tesco Bank) was irresponsible to lend to him. What happened Mr J was approved for two credit cards with Tesco as follows: Date Limit Card 1 26 Nov 2019 £3,200 Card 1 credit increase 21 Jul 2021 £6,200 Card... (3 pages)View decision -
Decision Reference DRN-4764326
2 May 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4764326 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) acted in an irresponsible manner when initially opening him a credit card account in June 2020, and later increasing his credit limit in February 2022. What happened Mr H applied for, and w... (4 pages)View decision -
Decision Reference DRN-4778679
2 May 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4778679 The complaint Mr B has complained Starling Bank Limited won’t refund transactions he didn’t make. What happened In June 2023 Mr B was out at a networking event. He then went out for further drinks at a private club. After not feeling well and meeting someone with common interes... (3 pages)View decision -
Decision Reference DRN-4778208
2 May 2024 Barclays Bank Plc UpheldBanking and PaymentsDRN-4778208 The complaint A limited liability partnership, which I’ll refer to as L, complains that Barclays Bank Plc (trading as Barclaycard) failed to close two commercial credit card accounts when requested, which led to losses through unauthorised spending. What happened L had Barclayc... (4 pages)View decision -
Decision Reference DRN-4777712
2 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4777712 The complaint Mr S complains about Accredited Insurance (Europe) Ltd’s handling of his home emergency claim. What happened Mr S holds home emergency cover with Accredited. He made a claim after his boiler broke down. An engineer attended and found a fault with a circuit board (... (3 pages)View decision -
Decision Reference DRN-4778547
2 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4778547 The complaint Mr B has complained Bank of Scotland plc didn’t deposit money into his account when he paid it in. What happened In July 2023 Mr B went into a Bank of Scotland branch to pay £170 into his account. He was someway during this activity when the branch was evacuated. ... (2 pages)View decision -
Decision Reference DRN-4586369
2 May 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4586369 The complaint Mrs G complains that American Express Services Europe Limited (“AESEL”) gave her incorrect information about an introductory rewards offer on a credit card. What happened Mrs G applied for a credit card from AESEL with an introductory bonus Avios offer of 25,000 p... (2 pages)View decision -
Decision Reference DRN-4778084
2 May 2024 TSB Bank plc UpheldMortgagesDRN-4778084 The complaint Mr and Mrs W complain that TSB Bank plc mis-allocated payments between their mortgage accounts. Mr and Mrs W say it wrongly recorded arrears on their credit files, and this caused difficulty as they were looking to re-mortgage. They said they wanted to be in the p... (4 pages)View decision -
Decision Reference DRN-4535386
2 May 2024 TSB Bank plc UpheldConsumer CreditDRN-4535386 The complaint Miss M has complained that TSB Bank plc (“TSB”) lent to her irresponsibly as it provided her with two unaffordable loans. What happened TSB provided Miss M with a loan of £5,000.00 in July 2022 after she applied in branch. This loan had a 60-month term with monthl... (5 pages)View decision
