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 121262 results
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Decision Reference DRN-4349329
31 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4349329 The complaint Mrs P complains that Bank of Scotland plc trading as Halifax closed her account and registered a default in respect of her overdraft when she advised that she was not going ahead with a proposed IVA (Individual Voluntary Arrangement). What happened On 21 October 2... (3 pages)View decision -
Decision Reference DRN-4223559
31 Oct 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4223559 The complaint Mr P complains that NewDay Ltd repeatedly told him he could cancel his application for a store-branded card that he’d been accepted for, and reapply later, in order to defer an introductory offer. But Mr P’s applications were rejected, because he reapplied too soo... (3 pages)View decision -
Decision Reference DRN-4395963
31 Oct 2023 Legal and General Assurance Society Limited UpheldInsuranceDRN-4395963 The complaint Mr F is unhappy with the way in which Legal and General Assurance Society Limited (L&G) handled a claim on a group critical illness policy, including declining the claim, subsequently introducing a further reason for declining the claim and delays. What happen... (6 pages)View decision -
Decision Reference DRN-4386683
31 Oct 2023 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4386683 The complaint Miss M complains that Tesco Personal Finance PLC promised to apply blocks on her account to service providers but failed to do so, allowing Miss M to spend money she couldn’t afford. What happened Miss M asked Tesco, as a vulnerable customer, to block payments to... (2 pages)View decision -
Decision Reference DRN-4428803
31 Oct 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4428803 The complaint Mr H is unhappy with the service he’s received from Admiral Insurance (Gibraltar) Limited (Admiral) after making a home emergency claim. What happened Mr H has a contents insurance policy and an add on home emergency policy, both underwritten by Admiral. In Decemb... (3 pages)View decision -
Decision Reference DRN-4428782
31 Oct 2023 Volvo Car UK Limited UpheldConsumer CreditDRN-4428782 The complaint Mr L complains about the service he received from Volvo Car UK Limited trading as Care by Volvo Car UK Limited (VCUK) when he asked to end his car hire agreement early. What happened In July 2021 Mr L entered into a 60 month hire agreement for a car ... (4 pages)View decision -
Decision Reference DRN-4228867
31 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4228867 The complaint M was a partnership. One of the partners, who I’ll refer to as Ms P, says that it is now a sole trader business. Ms P complains on behalf of M about Barclays Bank UK PLC’s handling of M’s financial difficulties, in particular Barclays’ failure to respond to her le... (4 pages)View decision -
Decision Reference DRN-4428361
31 Oct 2023 AWP P&C SA UpheldInsuranceDRN-4428361 The complaint Mr W complains about AWP P&C SA’s decision to turn down his travel insurance claim. What happened Mr W holds travel insurance cover through his bank account. The travel insurance is underwritten by AWP. Mr W was due to travel abroad. Unfortunately, on the day ... (2 pages)View decision -
Decision Reference DRN-4419885
31 Oct 2023 National Westminster Bank Plc UpheldMortgagesDRN-4419885 The complaint Mr and Mrs Z complain about misleading advice they were given by National Westminster Bank Plc about their remortgage. They say if they’d been given the correct advice sooner about the effect of a two-part mortgage, they’d have secured a better rate elsewhere. Wha... (4 pages)View decision -
Decision Reference DRN-4396559
31 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4396559 The complaint Mr P complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision
