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-5017251
11 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5017251 The complaint Mr O has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened Mr O was looking for work, and his partner recommended a firm offering remote work, which their friends were doing work for. They gave the... (3 pages)View decision -
Decision Reference DRN-4871799
11 Sep 2024 Vitality Health Limited UpheldInsuranceDRN-4871799 The complaint Mr B complains that Vitality Health Limited declined his request to remove an exclusion in relation to his private medical insurance plan. What happened In summary, in January 2022, Mr B took out a private medical insurance plan underwritten by Vitality. The p... (3 pages)View decision -
Decision Reference DRN-5015608
11 Sep 2024 TSB Bank plc UpheldBanking and PaymentsDRN-5015608 The complaint Mr P has complained that TSB Bank plc kept allowing money to be taken from a direct debit mandate he’d cancelled. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In 2023, Mr P asked TSB to cancel his direct debit wit... (3 pages)View decision -
Decision Reference DRN-4969399
11 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4969399 The complaint Mr and Mrs G’s complaint is about a claim they made on their Aviva Insurance Limited (‘Aviva’) static holiday home/caravan insurance policy. Mr and Mrs G say Aviva treated them unfairly. In this decision all references to Aviva include their claims handlers. Wh... (3 pages)View decision -
Decision Reference DRN-5007280
11 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5007280 The complaint Mr U complains about the quality of a car that was supplied to him by Moneybarn No. 1 Limited “Moneybarn” under a conditional sale agreement. What happened In December 2022 Mr U entered into a Conditional Sale agreement with Moneybarn for the supply of a used c... (3 pages)View decision -
Decision Reference DRN-5014694
11 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5014694 The complaint Mr O is unhappy with his treatment by Barclays Bank UK PLC in relation to his mortgage. He believes Barclays should’ve done more to alter its method of communicating with him and that it wasn’t fair for it to proceed with litigation after he’d informed it of hi... (6 pages)View decision -
Decision Reference DRN-5016302
11 Sep 2024 Skrill Limited UpheldBanking and PaymentsDRN-5016302 The complaint Mrs Y complains that Skrill Limited (‘Skrill’) closed her account without notice and charged her a fee she wasn’t aware of which put her in a negative balance. She wants it to apologise and pay back her original balance of £4.50. What happened I issued a provi... (4 pages)View decision -
Decision Reference DRN-4778062
11 Sep 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4778062 The complaint Mr O has complained North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank is asking him to repay a personal loan he didn’t take out. What happened In September 2023, Mr O fell for a scam after being told his personal information had ... (3 pages)View decision -
Decision Reference DRN-4900892
11 Sep 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4900892 The complaint Mrs O complains about how AXA PPP Healthcare Limited handled her claim against a group private medical insurance policy. What happened In summary, in 2017 Mrs O was diagnosed with breast cancer and had a mastectomy, immediate reconstruction with an implant exp... (3 pages)View decision -
Decision Reference DRN-5014628
11 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5014628 The complaint Mr C complains as a director of D, a company, that that he couldn’t access the business account at HSBC UK Bank PLC for several months leading D to lose large amounts of interest and to suffer inconvenience. What happened In November 2022, Mr C says that he ask... (4 pages)View decision