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 128312 results
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Decision Reference DRN-4942076
1 Aug 2024 Lendable Ltd UpheldConsumer CreditDRN-4942076 The complaint Mr D says Lendable Ltd irresponsibly lent to him. What happened Mr D took out a loan for £5,000 over 18 months in March 2023. There was a loan fee of £187, the monthly repayments were £375.07 and the total repayable was £6,761.65. Mr D says his income wasn... (3 pages)View decision -
Decision Reference DRN-4638815
1 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4638815 The complaint A company, which I will refer to as C, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays carried out a Know Your Customer (KYC) review of C’s account. The bank requested information from C, but ultimately considered th... (3 pages)View decision -
Decision Reference DRN-4942704
1 Aug 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4942704 The complaint Mr P’s complaint is that Options UK Personal Pensions LLP (formerly Carey Pensions UK LLP) (Options) failed to carry out adequate due diligence on the proposed investment for his SIPP – Carbon Credits - to which he was introduced by a UK regulated financial adv... (35 pages)View decision -
Decision Reference DRN-4389381
1 Aug 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4389381 The complaint Mr D complains American Express Services Europe Limited (AESEL) unfairly closed his account. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr D he... (5 pages)View decision -
Decision Reference DRN-4942874
1 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4942874 The complaint Mr A complains that Starling Bank Limited (‘Starling’’) blocked and then closed his bank account without explaining why. He would like compensation for the inconvenience he was caused and also for the account to be reopened . What happened Mr A opened an accoun... (4 pages)View decision -
Decision Reference DRN-4795981
1 Aug 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4795981 The complaint Mrs G complains about the service she received from Fortegra Europe Insurance Company Ltd (Fortegra) under a protection policy for her sofas. References to Fortegra include their agents who administer policies and carry out services. What happened Mrs G took o... (3 pages)View decision -
Decision Reference DRN-4900109
1 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4900109 The complaint Mr R complains that The Royal Bank of Scotland Plc (‘RBS’) should pay more compensation than offered so far in connection with its poor service regarding problems he’s had paying money into his account. What happened Until the Post Office unexpectedly declined... (4 pages)View decision -
Decision Reference DRN-4899607
1 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4899607 The complaint Mrs G complained that AXA Insurance UK Plc (“AXA”) unfairly declined her claim for damage caused by an escape of water, under her home insurance policy. Mrs G was represented by Mr S during the claim. What happened In early June 2023, Mr S informed AXA that Mrs... (3 pages)View decision -
Decision Reference DRN-4910400
1 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4910400 The complaint Miss B complains that National Westminster Bank Plc irresponsibly lent to her. What happened Miss B was approved for a NatWest credit card in October 2022 with a credit limit of £5,250, (which I will refer to as A in this decision). She was approved for another... (4 pages)View decision -
Decision Reference DRN-4942362
1 Aug 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4942362 The complaint Miss C complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined her claim for repairing damage to her home following a leak. Lloyds provided her home insurance policy. What happened Miss C identified a leak in her kitchen and had it re... (3 pages)View decision