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 125399 results
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Decision Reference DRN-4443623
2 Apr 2024 Alphabet (GB) Ltd UpheldConsumer CreditDRN-4443623 The complaint Mr O complains that Alphabet (GB) Ltd is treating him unfairly in its response to his claim in relation to faults with a car it has supplied to him under a consumer hire agreement. What happened In late 2020, Alphabet supplied Mr O with a new car under a personal ... (3 pages)View decision -
Decision Reference DRN-4716779
2 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4716779 The complaint Miss B and Mr D complain that Royal & Sun Alliance Limited trading as More Th>n provided them with poor service following their claim for an escape of water and haven’t adequately compensated then for the distress and inconvenience caused. What happened Mis... (4 pages)View decision -
Decision Reference DRN-4689466
2 Apr 2024 Gracombex Ltd UpheldConsumer CreditDRN-4689466 Complaint Mr C has complained about instalment loans which Gracombex Ltd (trading as “The Money Platform”) arranged for him. Mr C says that the loans were unaffordable and were therefore irresponsibly provided to him. Background The Money Platform operated the electronic system... (7 pages)View decision -
Decision Reference DRN-4302396
2 Apr 2024 British Gas Insurance Limited UpheldInsuranceDRN-4302396 The complaint The estate of Mrs S complains about Mrs S’s homecare policy with British Gas Insurance Limited (BG). Mrs S’s son and daughter (joint executors) have brought the complaint on behalf of their mother’s estate. In my decision I’ve referred variously to ‘Mrs S’, ‘Mrs S... (3 pages)View decision -
Decision Reference DRN-4716695
1 Apr 2024 Intrum UK Limited UpheldConsumer CreditDRN-4716695 The complaint Mr C has complained that Intrum UK Limited recorded missed payments on his credit file when he had continued to pay the original lender. What happened This complaint surrounds a loan, which was opened in 2013 and sold to Intrum in 2022. It had not defaulted, and M... (2 pages)View decision -
Decision Reference DRN-4716684
1 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4716684 The complaint Miss F has complained that Barclays Bank UK PLC registered a marker against her at CIFAS, the national fraud database. What happened In late 2021 and early 2022, Miss F received a number of payments from various people, the bulk of which she transferred to a crypt... (2 pages)View decision -
Decision Reference DRN-4552128
31 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4552128 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) should stop sending email statement notifications and paper statements to him. What happened The details of this complaint are known to both parties, so I have just provided a brief overview of key even... (2 pages)View decision -
Decision Reference DRN-4716664
31 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4716664 The complaint Mr P complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I’ll only summarise the key details here. Mr P was contacted by someone he didn’t know on a me... (4 pages)View decision -
Decision Reference DRN-4484992
31 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4484992 The complaint Mr H complains that Barclays Bank UK PLC (trading as “Barclaycard”) are holding him liable for a credit card balance of over £11,000 that he didn’t incur. What happened The details of this complaint are well known to both parties, so I won’t repeat everything agai... (3 pages)View decision -
Decision Reference DRN-4579578
31 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4579578 The complaint Mr and Mrs A complain that Santander UK Plc hasn’t refunded them after they fell victim to a cryptocurrency investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide summary detail here. I’ll mostly refe... (5 pages)View decision
