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 125400 results
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Decision Reference DRN-4591591
1 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4591591 The complaint Mr L complains that Nationwide Building Society (Nationwide) placed restrictions and eventually closed his current account. It said it was concerned he had been the victim of fraud which he denies. He would like the allegations of fraud to be removed from his cred... (7 pages)View decision -
Decision Reference DRN-4595000
1 Feb 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4595000 The complaint Mrs M complains that Madison CF UK Limited trading as 118 118 Money (“118 118”) irresponsibly agreed a loan for her. What happened 118 118 agreed a loan of £4,000 for Mrs M in August 2022. The total amount owed was £7,665.12 to be repaid at £212.92 a month over 36... (4 pages)View decision -
Decision Reference DRN-4478460
1 Feb 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4478460 The complaint Miss B has complained Telefonica UK Limited, trading as O2, opened three fraudulent accounts in her name and delayed removing adverse information from her credit file. What happened Although Miss B had moved from the family home, copies of letters from O2 requesti... (2 pages)View decision -
Decision Reference DRN-4543709
1 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4543709 The complaint Mr P complains that Advantage Insurance Company Limited cancelled his telematics motor insurance policy. He wants it to remove records of the cancellation from any external databases. Mr P is represented in this matter by Ms M. What happened Mr P took out a telem... (3 pages)View decision -
Decision Reference DRN-4503187
1 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4503187 The complaint Mrs R complains One Insurance Limited hasn’t offered a fair value for her car following it being written off after it was stolen. She’s also unhappy with the service received throughout this claim. What happened The details of the claim are well known to both part... (3 pages)View decision -
Decision Reference DRN-4318481
1 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4318481 The complaint Mr N complains about the customer service he received from Clydesdale Bank Plc, trading as Virgin Money, when he was unable to use his credit card while abroad. What happened The details of this complaint are well known to both parties, so I won't repeat them... (3 pages)View decision -
Decision Reference DRN-4484521
1 Feb 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4484521 The complaint Mr M, managing partner of P (a partnership) is unhappy Tide Platform Ltd (trading as Tide) won’t reimburse P for the money it lost when Mr M fell victim to a scam. What happened Mr M fell victim to a safe account scam. He received a message appearing to be from Ti... (4 pages)View decision -
Decision Reference DRN-4558042
1 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4558042 The complaint Mr A complains about the service he received from Lloyds Bank PLC (“Lloyds”) following a block applied to his account. He says that the staff treated him unfairly during the process of having the block removed. He says the steps required to remove the block were u... (3 pages)View decision -
Decision Reference DRN-4594653
1 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4594653 The complaint Mrs A complains that AXA Insurance UK Plc haven’t fairly dealt with her claim for storm damage, and the settlement offered isn’t adequate to cover the repairs. What happened Mrs A held a buildings insurance policy with AXA. In February 2022 Mrs A made a claim for... (5 pages)View decision -
Decision Reference DRN-4594454
1 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4594454 The complaint Miss S complains that Santander blocked her account and closed it. She would like compensation and an apology. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (4 pages)View decision
