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-5012165
16 Sep 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5012165 The complaint Ms B’s complaint is about the difficulties she experienced with Frasers Group Financial Services Limited (“Frasers”) in resolving a billing dispute relating to non-receipt of goods. Background I recently issued my provisional conclusions setting out the events... (4 pages)View decision -
Decision Reference DRN-4986389
16 Sep 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4986389 The complaint Ms T is unhappy with the level of support and general service that Marks & Spencer Financial Services Plc (“M&S”) has provided her with regard to her credit card account. What happened Ms T holds a credit card account with M&S. In April 2024, she ... (3 pages)View decision -
Decision Reference DRN-4976826
16 Sep 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4976826 The complaint Mr P complains about mistakes and delays by Clydesdale Bank Plc trading as Virgin Money when he wanted to transfer money to a new ISA provider. What happened Mr P had an ISA with Virgin Money and in October 2023 he applied to transfer some of the funds saved t... (3 pages)View decision -
Decision Reference DRN-4820527
16 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4820527 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) asked that he provide his marriage certificate so he could change his name on his account and says that Barclays lost the certificate. What happened Following a change in name, Mr M went to a Barclays b... (2 pages)View decision -
Decision Reference DRN-4982180
16 Sep 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4982180 The complaint Mr and Mrs J complain about the handling of their commercial buildings insurance claim by Liverpool Victoria Insurance Company Limited (LV). What happened The following is intended only as a brief summary of the events leading to this complaint. The circumstanc... (3 pages)View decision -
Decision Reference DRN-5007519
16 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5007519 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank acted irresponsibly by increasing the credit limit on his credit card. What happened Tesco Bank increased Mr M’s credit limit on his credit card from £3,200 to £5,200 in December 2022. He says... (3 pages)View decision -
Decision Reference DRN-5006339
16 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5006339 The complaint A limited company, which I will refer to as S, complains about the handling of its commercial motor insurance complaint by AXA Insurance UK Plc. What happened The following is intended only as a brief summary of events. Additionally, whilst S is represented by ... (3 pages)View decision -
Decision Reference DRN-4879056
16 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4879056 The complaint Mr P is complaining about Sainsbury's Bank Plc because of a number of issues experienced with his credit card account. He summarised the issues as follows: He was locked out of the online banking facility. He couldn’t make payments using the automated... (3 pages)View decision -
Decision Reference DRN-4943302
16 Sep 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4943302 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank accepted a partial settlement offer from him which was higher than the settlement offer which a debt collection agency later told him had been accepted. What happened Mr P held a loan account ... (2 pages)View decision -
Decision Reference DRN-4807514
16 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4807514 The complaint Mr P complains that the car he acquired through a hire purchase agreement with Zopa Bank Limited trading as Zopa wasn’t of satisfactory quality. He wants to reject the car. What happened Mr P acquired a used car through a hire purchase agreement with Zopa in Ma... (4 pages)View decision