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-4861051
2 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4861051 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) failed to refund transactions he didn’t recognise, closed his account and breached various standards of conduct when dealing with his dispute. What happened Mr A noticed two transactions on his Barclays Credit ... (7 pages)View decision -
Decision Reference DRN-4690262
2 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4690262 The complaint Mr P is unhappy with the service provided by Advantage Insurance Company Limited (Advantage) following a claim made on his home insurance policy. Advantage is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (4 pages)View decision -
Decision Reference DRN-4745523
2 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4745523 The complaint Mrs C complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs C is being supported by a representative, but for ease, I’ll refer to Mrs C throughout this decision. What happened The background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-4746243
2 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746243 The complaint Mr M complains that National Westminster Bank UK Plc unreasonably closed his accounts. He would like to be compensated for the inconvenience. What happened The background to this complaint is well known to both parties, so I will cover it only briefly here. Mr M h... (3 pages)View decision -
Decision Reference DRN-4736344
2 Jul 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4736344 The complaint Ms R is unhappy that a car supplied to her by Startline Motor Finance Limited was not of satisfactory quality. She complains about the way in which Startline dealt with her concerns. What happened In October 2022 Ms R acquired a used car through a hire-purchase ag... (4 pages)View decision -
Decision Reference DRN-4883783
2 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4883783 The complaint Mr and Mrs Y complain that AXA Insurance UK Plc (AXA) refused to fully repair all the damage caused to a road following a water leak, provided poor service, and wouldn’t rectify issues with their turf and patio under their home Insurance policy. Reference to AXA i... (4 pages)View decision -
Decision Reference DRN-4791340
2 Jul 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4791340 The complaint Miss M complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”) irresponsibly granted her a fixed sum loan agreement she couldn’t afford to repay. What happened In August 2020, Miss M was approved for a fixed sum loan agree... (3 pages)View decision -
Decision Reference DRN-4659226
2 Jul 2024 Soteria Insurance Limited UpheldInsuranceDRN-4659226 The complaint Mr and Mrs B complain about Soteria Insurance Limited’s handling of their buildings insurance claim. All references to Soteria also include its appointed agents. What happened My decision considers everything that has happened up to Soteria’s final response to Mr ... (3 pages)View decision -
Decision Reference DRN-4796883
2 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4796883 The complaint C complains that Santander UK Plc blocked its business account without notice. It would like compensation. C is represented by its senior partner Mr D. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a b... (8 pages)View decision -
Decision Reference DRN-4831928
2 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4831928 The complaint Mr and Mrs G complain about the way that Barclays Bank UK PLC handled their bank account. What happened In 2023, Barclays contacted Mr and Mrs G to say that it was going to close their joint bank account due to inactivity but neither of them recalls receiving the ... (2 pages)View decision