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-4211976
30 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4211976 The complaint Mr Z complains that Barclays Bank UK PLC blocked and closed his account. He’s also unhappy that Barclays haven’t provided him with an explanation for why it no longer wanted him as a customer. He says this caused him unnecessary stress and worry for which he shoul... (4 pages)View decision -
Decision Reference DRN-4255440
30 Oct 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4255440 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) claimed a direct debit for the incorrect amount for payment towards his credit card and provided poor service to him when he was trying to rectify this. What happened Mr K took out a cr... (3 pages)View decision -
Decision Reference DRN-4036341
30 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4036341 The complaint Mr and Mrs H are unhappy AA Underwriting Insurance Company Limited (AA Underwriting) says they need to make a new subsidence claim before it will investigate cracking damage at their home. What happened There have been several businesses involved in this claim and... (3 pages)View decision -
Decision Reference DRN-4312990
30 Oct 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4312990 The complaint Miss S complains that Shop Direct Limited trading as Ace (‘Shop Direct’) irresponsibly gave her a revolving credit account that she couldn’t afford. What happened In June 2019, Miss S’s revolving credit account was opened by Shop Direct with an initial credit limi... (4 pages)View decision -
Decision Reference DRN-4424384
30 Oct 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4424384 The complaint Mr P has complained about damage charges applied by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) under a hire agreement. What happened In 2019 Mr P acquired a new car under a three-year hire agreement with MBFS. Rentals were ... (3 pages)View decision -
Decision Reference DRN-4425435
30 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4425435 The complaint Ms D complains about the amount Aviva Insurance Limited paid for a claim she made under her buildings insurance policy. What happened I’ll summarise the main points about this dispute: Ms D held a buildings insurance policy, underwritten by Aviva, for a property ... (3 pages)View decision -
Decision Reference DRN-4237730
30 Oct 2023 Quidie Limited UpheldConsumer CreditDRN-4237730 Complaint Miss C has complained about a high-cost short-term instalment loan Quidie Limited (trading as “Fernovo”) provided to her. She says the loan was unaffordable and that she’d already been rejected for loans by a number of different companies. Background Fernovo provided ... (3 pages)View decision -
Decision Reference DRN-3970508
29 Oct 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-3970508 The complaint Company R complains that Advanced Payment Solutions Limited, trading as Cashplus Bank (“Cashplus”) won’t refund £18,000 it lost to a safe account scam in June 2022. Mr C has brought this complaint on behalf of Company R as its director. For ease of reference, I wi... (3 pages)View decision -
Decision Reference DRN-4191424
29 Oct 2023 Zurich Assurance Ltd UpheldInvestmentsDRN-4191424 The complaint Mrs K brings a complaint on behalf of herself and her late husband, Mr K. She and the late Mr K are now represented by a claims management company (‘CMC’). It says that they were misadvised into taking out a Maximum Investment Plan by Zurich Assurance Limited. Wha... (5 pages)View decision -
Decision Reference DRN-4193511
28 Oct 2023 Aviva Insurance Limited UpheldInsuranceDRN-4193511 The complaint Mrs M is complaining that Aviva Insurance Limited has declined a claim she made on her commercial property insurance policy for damage to a shared wall. What happened In February 2023 Mrs M contacted Aviva to say a wall she shared with two neighbours had become da... (3 pages)View decision
