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 119791 results
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Decision Reference DRN-4421297
6 Nov 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4421297 The complaint Mr M1 complains about Liverpool Victoria Insurance Company Limited (“LV”) and their decision to decline claims made on his motor insurance policy. What happened Mr M1 held a motor insurance policy, underwritten by LV. Mr M2, the son of Mr M1, was listed as a named... (4 pages)View decision -
Decision Reference DRN-4369642
6 Nov 2023 1plus1 Loans Limited UpheldConsumer CreditDRN-4369642 The complaint Miss C is unhappy 1Plus1 Loans Limited accepted her as a guarantor on a loan. She says she was vulnerable and couldn’t afford the repayment responsibilities of a loan as a guarantor. What happened 1Plus1 accepted Miss C as a guarantor for a £4,000 loan in April 20... (3 pages)View decision -
Decision Reference DRN-4356101
6 Nov 2023 Street (UK) C.I.C. UpheldConsumer CreditDRN-4356101 The complaint Miss C complains through a representative that Street (UK) C.I.C irresponsibly lent to her. What happened From the information provided, Miss C was provided with ten loans, Miss C’s borrowing history is as follows: Loan number Start date Loan amount (£) Weekly rep... (4 pages)View decision -
Decision Reference DRN-4382497
6 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4382497 The complaint Miss W complains that Barclays Bank UK PLC closed her accounts without notice. What happened Miss W – who lives abroad, held a current and savings account with Barclays. While the current account was held in joint names with her sister, the savings account was in ... (3 pages)View decision -
Decision Reference DRN-4387996
6 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4387996 The complaint Mr P has complained about the delay in Haven Insurance Company Limited having his van repaired after it was damaged in an accident and he made a claim under his Commercial Vehicle Plus Insurance Policy. A claim handling agent acted for Haven in arranging the repai... (4 pages)View decision -
Decision Reference DRN-4406681
6 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4406681 The complaint Mr A complains that Santander UK Plc didn’t process his promissory note as requested nor return it and it didn’t action a data subject access request (DSAR) he posted. What happened Mr A says that he commissioned a builder to carry out some work and submitted a sp... (2 pages)View decision -
Decision Reference DRN-4428818
6 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4428818 Complaint Mrs N has complained that National Westminster Bank Plc (“NatWest”) unfairly continued allowing her to use an overdraft even when it should have been removed after annual reviews were carried out. Background One of our investigators looked at Mrs N’s complaint and he ... (4 pages)View decision -
Decision Reference DRN-3965306
4 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3965306 The complaint Miss B complains that Bank of Scotland plc trading as “Halifax” won’t refund £25,000 she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss... (3 pages)View decision -
Decision Reference DRN-4199015
4 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4199015 The complaint Mr R complains HSBC UK Bank Plc (“HSBC”) restricted his accounts without warning or explanation. He also complains it closed his accounts, provided poor customer service, failed to deal with his subject access request as required, and didn’t properly inform the re... (8 pages)View decision -
Decision Reference DRN-4222722
4 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4222722 The complaint Mr J complains about how AXA Insurance UK Plc dealt with his motorhome insurance claim. AXA are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed agents (approved repairers). As AXA have accepted they are ac... (3 pages)View decision
