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 121115 results
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Decision Reference DRN-3606301
14 Nov 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3606301 The complaint Mr C complains that Barclays Bank UK PLC didn’t transfer his cash ISA to another bank as requested and didn’t provide him with an explanation as to why this hadn’t happened. What happened Mr C wanted to transfer his cash ISA to another bank. In March 2022, Barclay... (2 pages)View decision -
Decision Reference DRN-3797311
14 Nov 2022 U K Insurance Limited UpheldInsuranceDRN-3797311 The complaint Mrs H has complained about her home insurer U K Insurance Limited (UKI) in respect of a claim she made when there was a water leak at her home. What happened Mrs H found her laminate flooring was wet. A leak was found on the dishwasher, which had been allowing wat... (7 pages)View decision -
Decision Reference DRN-3793688
14 Nov 2022 QIC Europe Ltd UpheldInsuranceDRN-3793688 The complaint Mrs P is unhappy QIC Europe Ltd has declined a storm damage claim she made under her home insurance policy. What happened In February 2022, during a period of strong winds, damage was caused to Mrs P’s boundary wall. So, she made a storm damage claim to QIC, her h... (3 pages)View decision -
Decision Reference DRN-3677853
14 Nov 2022 Citibank UK Limited UpheldBanking and PaymentsDRN-3677853 The complaint Mr P is unhappy Citibank UK Limited wont refund money he lost as a result of a third-party scam. Mr P believes Citibank failed in its due diligence and failed to protect him from the scam. What happened Mr P told us that in July 2021, his friend recommended him to... (6 pages)View decision -
Decision Reference DRN-3786952
14 Nov 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3786952 Complaint Mr W has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr W with a loan of £1,000.00 in July 2021. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3,700.08 wa... (4 pages)View decision -
Decision Reference DRN-3799528
11 Nov 2022 Close Brothers Limited UpheldConsumer CreditDRN-3799528 The complaint Ms P complains that car she acquired via a conditional sale agreement with Close Brothers Limited wasn’t of satisfactory quality. What happened In January 2022 Ms P acquired a used car via a five-year conditional sale agreement with Close Brothers. The car was ove... (6 pages)View decision -
Decision Reference DRN-3136710
11 Nov 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3136710 The complaint Ms O complains that Marks & Spencer Financial Services Plc won’t refund the money she lost to an investment scammer. What happened Ms O explains that between 2016 to 2018, she made payments from various sources, to fund what she thought was a legitimate invest... (4 pages)View decision -
Decision Reference DRN-3786308
11 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3786308 The complaint Mr and Mrs H are unhappy with AXA Insurance UK Plc’s decision to turn down a storm claim under their Residential Let policy. All references to AXA include its appointed agents. What happened Mr and Mrs H raised a claim on their policy with AXA for damage to their ... (3 pages)View decision -
Decision Reference DRN-3702197
11 Nov 2022 National Savings and Investments UpheldInvestmentsDRN-3702197 The complaint Mr L complained that National Savings and Investments (“NS&I”) didn’t action his account withdrawal request in a timely manner which resulted in him losing out on an investment opportunity. To put things right, Mr L feels fair compensation should reflect the f... (8 pages)View decision -
Decision Reference DRN-3802834
11 Nov 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3802834 The complaint Ms W complains about the way in which National Westminster Bank Plc handled her applications to open an account with it. What happened Ms W says she made four applications to open an account with NatWest – in December 2020, January 2021, March 2021, and April 2021... (2 pages)View decision
