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 130193 results
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Decision Reference DRN-5029644
18 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5029644 The complaint Mr M is unhappy that Barclays Bank UK PLC blocked a payment that he wanted to make. What happened Y Mr M wanted to make a £1,000 payment to a building company for work being undertaken on his house. The payment was flagged by Barclays automated fraud prevention... (3 pages)View decision -
Decision Reference DRN-5029512
18 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5029512 The complaint Mr W has complained about the settlement he was offered by Ageas Insurance Limited after he made a claim under his home insurance policy. What happened On 27 September 2023 Mr W made a claim to Ageas after he returned from holiday to find a leak from the water... (2 pages)View decision -
Decision Reference DRN-5028202
18 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5028202 The complaint Mr and Mrs H complain that the Royal Bank of Scotland PLC (RBS) delayed in removing the link between their personal and business accounts. As a result they said they weren’t able to proceed with the sale of their business, S, and when the sale did go through th... (3 pages)View decision -
Decision Reference DRN-4946331
18 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4946331 The complaint Miss H complains about the liability decisions esure Insurance Limited (“esure”) made on two separate claims on her car insurance policy. Miss H is also unhappy with difficulties she experienced in contacting esure. What happened In 2023 Miss H was involved in... (4 pages)View decision -
Decision Reference DRN-4937244
18 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4937244 The complaint Mr W complains The Royal Bank of Scotland Plc unfairly closed his account and recorded adverse information on his credit file. What happened Mr W held an RBS account which was highlighted as potentially dormant in March 2022 due to inactivity. RBS contacted Mr... (3 pages)View decision -
Decision Reference DRN-4873128
18 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4873128 The complaint Mr W complains The Co-operative Bank Plc (“Co-op”) closed his accounts and was overly intrusive when asking him for information about his account activity. Mr W says Co-op has been coerced by another third-party bank to act in this way – and deliberately wanted... (5 pages)View decision -
Decision Reference DRN-4819572
18 Sep 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4819572 The complaint Mr P complains that Loans 2 Go Limited lent to him irresponsibly. He says that proper checks would have revealed he had arrears, he had a poor credit record and he carried out betting and gambling transactions. What happened Mr P took two loans with Loans 2 Go ... (5 pages)View decision -
Decision Reference DRN-5021347
18 Sep 2024 Santander UK Plc UpheldMortgagesDRN-5021347 The complaint Mr and Mrs P complain that Santander UK Plc didn’t tell them that entering a reduced payment plan would restrict their choice of new interest rate products. They ask that Santander allows them to take out a product from its usual range. What happened Mr P conta... (3 pages)View decision -
Decision Reference DRN-4843214
18 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4843214 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) closed his accounts, including a Help-To-Buy ISA (H2B), without notice nor explanation. Mr M adds Barclays has discriminated against him because of his race. What happened The details of this complaint are well k... (4 pages)View decision -
Decision Reference DRN-4986880
18 Sep 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4986880 The complaint Mr D’s complaint is about a claim for two items under his Evolution Insurance Company Limited (‘Evolution’) gadget insurance policy. All references to Evolution include their claims handlers. Mr D is helped by a representative in this complaint, but I shall ref... (3 pages)View decision