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 121876 results
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Decision Reference DRN-3927629
18 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3927629 The complaint Mr B complains about a delays to an account closure with Barclays Bank UK PLC. Mr B also complains about the service he received when trying to close the account and transfer the funds. What happened In July 2022 Mr B received a letter from Barclays advising him o... (3 pages)View decision -
Decision Reference DRN-4230370
18 Jul 2023 Barclays Bank UK PLC UpheldConsumer CreditDRN-4230370 The complaint Mr P complains that Barclays Bank UK PLC lent to him irresponsibly. What happened In September 2017 Mr P applied for a loan. Barclays approved the application and gave Mr P a loan for £13,800 repayable over 60 months with repayments of £327.19 per month. Mr P comp... (2 pages)View decision -
Decision Reference DRN-4009803
18 Jul 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4009803 The complaint A company which I will refer to as ‘D’ complains that Revolut Ltd didn’t do enough to held D when they fell victim to an Authorised Push Payment scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. B... (4 pages)View decision -
Decision Reference DRN-4142996
18 Jul 2023 Covea Insurance plc UpheldInsuranceDRN-4142996 The complaint Mr M and Mrs M complain that Covea Insurance Plc has unfairly declined a claim made under their building insurance policy. For ease of reading I will only refer to Mr M in my decision. What happened In September 2015, Mr M said he’d installed an electric charging ... (3 pages)View decision -
Decision Reference DRN-4196750
18 Jul 2023 Soteria Insurance Limited UpheldInsuranceDRN-4196750 The complaint Mr L complains about how Soteria Insurance Limited handled his claim for subsidence on his home insurance. What happened Mr L had home insurance that was underwritten by Soteria. In September 2019 he made a claim after he noticed cracks around the rear of his prop... (4 pages)View decision -
Decision Reference DRN-4248823
18 Jul 2023 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-4248823 The complaint Mr N complains about a limitation and a returned payment on his account with PayPal (Europe) Sarl et Cie SCA (“PayPal”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so... (2 pages)View decision -
Decision Reference DRN-4196653
18 Jul 2023 Aviva Insurance Limited UpheldInsuranceDRN-4196653 The complaint Miss W complains about delays by Aviva Insurance Limited in dealing with a claim on her home emergency insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Miss W made a claim on her policy foll... (3 pages)View decision -
Decision Reference DRN-4143340
18 Jul 2023 Western Circle Ltd UpheldConsumer CreditDRN-4143340 The complaint Mr H complains through a representative that Western Circle Ltd trading as Cashfloat (Cashfloat) didn’t carry out sufficient affordability checks before it granted loans which he couldn’t afford to repay. What happened Mr H took five loans from Cashfloat and a sum... (4 pages)View decision -
Decision Reference DRN-4226109
17 Jul 2023 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-4226109 The complaint Mr H complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) didn’t pay the proceeds of his pension plan within the 2021-2022 tax year as it said it would. He says that as a result he paid more income tax than he should have done which he co... (4 pages)View decision -
Decision Reference DRN-4250135
17 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4250135 The complaint Miss S complained because National Westminster Bank Plc refused to refund her for payments which she said she didn’t authorise. What happened On 17 July 2022, Miss S was shopping, and her handbag was stolen while she was trying on some shoes. The handb... (3 pages)View decision
