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 128535 results
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Decision Reference DRN-4850839
13 Jun 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4850839 The complaint Mrs T complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) handled a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”) poorly. What happened The background to this complaint, and my provisional findin... (9 pages)View decision -
Decision Reference DRN-4825445
13 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4825445 The complaint Mrs R complains that Monzo Bank Ltd did not refund the £3,025 she lost to a scam. What happened Mrs R was looking to purchase an automatic car and found a suitable one on an online marketplace. After speaking with the company selling the vehicle, they agreed a tot... (3 pages)View decision -
Decision Reference DRN-4782255
13 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4782255 The complaint D, a limited company, complains that Starling Bank Limited didn’t refund money it lost when it was the victim of a scam. D is represented by Mr T (one of D’s directors) and it was Mr T who interacted with the fraudsters in this instance. What happened D was lookin... (4 pages)View decision -
Decision Reference DRN-4822901
13 Jun 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4822901 The complaint Mr S has complained about his parts and garage insurer Acromas Insurance Company Limited. He feels it delayed and handled his claim poorly, causing him losses. He is also upset that it hasn’t settled his claim. What happened Mr S had a problem with his car. He wan... (2 pages)View decision -
Decision Reference DRN-4821574
13 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4821574 The complaint Mr T complains about how Advantage Insurance Company Limited (“Advantage”) cancelled his policy following a misrepresentation under his car insurance policy. What happened Mr T had a motor insurance policy with Advantage covering his car. When he bought the policy... (4 pages)View decision -
Decision Reference DRN-4745540
13 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4745540 The complaint Mr G complains that Nationwide Building Society won’t refund to him the money that he paid to a supplier for some holiday credits. What happened Mr G and his wife entered into a purchase agreement with a supplier in June 2014 to trade- in some timeshare rights and... (3 pages)View decision -
Decision Reference DRN-4511790
13 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4511790 The complaint Mr D has complained that HSBC UK Bank Plc (“HSBC”) is responsible for an international money payment being returned unpaid. What happened On 16 July 2023, Mr D sent a large sum of money to an overseas bank account as part of a business transaction. The payment was... (3 pages)View decision -
Decision Reference DRN-4839842
13 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4839842 The complaint Mr E complains about the service he received from Bank of Scotland plc trading as Halifax in relation to a declined transaction on his card. What happened Mr E holds a credit card account with Halifax. In September, he attempted to pay for some flights using the c... (4 pages)View decision -
Decision Reference DRN-4578870
13 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4578870 The complaint Mrs A complaint about how esure Insurance Limited handled a claim on her car insurance policy. She was also unhappy with the settlement offer after her car was written off. What happened Mrs A took out a policy with esure in January 2023. Unfortunately, Mrs A was ... (5 pages)View decision -
Decision Reference DRN-4845765
13 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4845765 The complaint Mrs N complained that Clydesdale Bank Plc trading as Virgin Money (‘VM’) should pay her more compensation than it had so far offered, after it admitted poor service in relation to passbook accounts. What happened In March 2023, Mrs N took three old passbooks to a ... (4 pages)View decision