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 120614 results
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Decision Reference DRN-5359686
27 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5359686 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc closed its bank account without giving notice. What happened M’s representatives told us: They were aware that Barclays began carrying out a Know Your Customer (KYC) review of M’s ac... (5 pages)View decision -
Decision Reference DRN-5356712
27 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5356712 The complaint Mrs T complains that Covea Insurance plc accepted a claim under her home insurance policy only to later decline it, causing an unnecessary delay in her getting the problem fixed. What happened The background to this complaint is well known to both parties, so I... (6 pages)View decision -
Decision Reference DRN-5361128
27 Feb 2025 Citibank UK Limited UpheldBanking and PaymentsDRN-5361128 The complaint Miss B complains that Citibank UK Limited (‘Citibank’) won’t refund the money she lost when she fell victim to a scam. What happened Miss B says that on 8 August 2023 she received a call from someone who said they were from the High Court of Justice on behalf ... (5 pages)View decision -
Decision Reference DRN-5345758
27 Feb 2025 Loans Warehouse Ltd UpheldMortgagesDRN-5345758 The complaint Miss C complains that Loans Warehouse Ltd gave her unsuitable advice to take out a second charge mortgage (secured loan). What happened In 2023, acting on Loans Warehouse’s advice, Miss C took a secured loan. She borrowed £34,000 plus fees of £2,585, over a ter... (7 pages)View decision -
Decision Reference DRN-5035019
27 Feb 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5035019 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Tandem Motor Finance Limited (“TMFL”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr M entered a hire purchase agreement in December 2023 to acquire a u... (3 pages)View decision -
Decision Reference DRN-4949241
27 Feb 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4949241 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with Specialist Motor Finance Limited (‘SMF’) was of an unsatisfactory quality. What happened In November 2023, Mr S was supplied with a used car through a hire purchase agreement with ... (5 pages)View decision -
Decision Reference DRN-5162189
27 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5162189 The complaint Mrs H is a sole trader and was previously a partner in a partnership that I’ll call H. She complains that TSB Bank plc treated H’s business accounts and bounce back loan (“BBL”) unfairly when her husband and business partner passed away. What happened The partn... (3 pages)View decision -
Decision Reference DRN-5162195
27 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5162195 The complaint Mrs H is a sole trader and was previously a partner in a partnership that I’ll call B. She complains that TSB Bank plc treated B’s business account unfairly when her husband and business partner passed away. What happened The partners were longstanding business... (3 pages)View decision -
Decision Reference DRN-5357752
27 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5357752 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In mid-2012, Mr H says he was approach... (42 pages)View decision -
Decision Reference DRN-5311638
27 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5311638 The complaint Mr H complains that Advantage Insurance Company Limited provided poor service when he made a claim under his motor insurance policy. What happened In October 2023 Mr H was involved in an accident and he made a claim on the motor insurance policy he had with Adv... (2 pages)View decision
