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 125299 results
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Decision Reference DRN-4559934
11 Mar 2024 Tesco Personal Finance PLC UpheldConsumer CreditDRN-4559934 The complaint Mr C complains that Tesco Personal Finance plc trading as Tesco Bank unfairly recorded a default on this credit file. He would like the default removed. What happened Mr C took out a Tesco Bank loan in September 2018. The loan was repayable over 61 months. Mr C s... (3 pages)View decision -
Decision Reference DRN-4657820
11 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4657820 The complaint Mr M is unhappy that Zurich Insurance PLC declined a claim he made on his travel insurance policy. What happened Mr M broke his leg whilst skiing on holiday. He claimed on his travel insurance policy, but the claim was declined because he hadn’t purchased winter s... (2 pages)View decision -
Decision Reference DRN-4637455
11 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4637455 The complaint Mrs E has complained that Accredited Insurance (Europe) Ltd (AIE) unfairly declined her home insurance claim for theft and voided her policy (treated it as though it had never been in existence). AIE appointed a claims handler to deal with the claim on its behalf.... (3 pages)View decision -
Decision Reference DRN-4666574
11 Mar 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4666574 The complaint Mr J complains that Zopa Bank Limited lent irresponsibly when it approved a loan application he made. What happened In March 2022 Mr J applied for £5,000 loan with Zopa. Mr J’s explained that during this time he was suffering with mental illness that meant he was ... (4 pages)View decision -
Decision Reference DRN-4671484
11 Mar 2024 Barclays Bank Plc UpheldInvestmentsDRN-4671484 The complaint Mr S has complained that Barclays Bank Plc caused delays in applying shares to his investment accounts following a corporate event. Mr S complains that but for the delay, he’d have been able to sell the shares at a higher price than they were trading at when he ev... (7 pages)View decision -
Decision Reference DRN-4670716
11 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4670716 The complaint Mr G is unhappy that AWP P&C SA declined a claim he made on his travel insurance policy. What happened Mr G has the benefit of travel insurance via a package bank account. It covers him and a family member. He claimed on his travel insurance policy as he was d... (2 pages)View decision -
Decision Reference DRN-4328801
11 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4328801 The complaint Mr J is unhappy with the way Bank of Scotland plc (trading as Halifax) treated him after it blocked his account. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: In ... (3 pages)View decision -
Decision Reference DRN-4674252
11 Mar 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4674252 The complaint Mr M complains about the service he’s received from Advanced Payment Solutions Limited trading as Cashplus Bank (“Cashplus”). What happened Mr M complained to Cashplus regarding a number of issues he’d experienced with it including but not limited to: providin... (4 pages)View decision -
Decision Reference DRN-4670325
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4670325 The complaint Mrs K and Mr K complaint about Barclays Bank UK PLC. They are unhappy that Mrs K was added to an account when they had never requested or authorised Barclays to do so. What happened Mrs K and Mr K raised a complaint with Barclays because they’d noticed that Mrs K ... (3 pages)View decision -
Decision Reference DRN-4667704
11 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4667704 The complaint Mrs B has complained Bank of Scotland plc didn’t ensure data about credit cards weren’t fully removed from one of the credit agencies in 2021. What happened In 2019 Mrs B was a victim of ID fraud. Two cards were taken out in her name under two different Bank of Sc... (2 pages)View decision
