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 119142 results
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Decision Reference DRN-3502697
20 Jun 2022 Barclays Bank Plc UpheldBanking and PaymentsDRN-3502697 The complaint A limited company, which I’ll refer to as ‘X’, is unhappy that Barclays Bank Plc, trading as Barclaycard, closed its account without notification. What happened X held a business credit account with Barclays. In October 2020, X noticed that it could no longer acce... (3 pages)View decision -
Decision Reference DRN-3518900
20 Jun 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3518900 The complaint Mr B is unhappy that AXA Insurance UK Plc intends to reduce the amount it will pay for a subsidence claim he made on his home insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: In September 20... (3 pages)View decision -
Decision Reference DRN-3453717
20 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3453717 The complaint Mrs F complains that MotoNovo Finance Limited mishandled the voluntary termination of a hire purchase agreement she had with it for a car. Mrs F has been assisted by her husband in bringing this complaint, but for ease of reference I shall only refer to Mrs F as t... (5 pages)View decision -
Decision Reference DRN-3551688
20 Jun 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3551688 The complaint Mr S complains that The Co-operative Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened Mr S was looking to buy a campervan and found one he was interested in advertised for sale on an online marketplace. He contacted the selle... (4 pages)View decision -
Decision Reference DRN-3504864
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3504864 The complaint Miss H complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss H was provided with an Aqua credit card with an initial credit limit of £300 and the credit limit was gradually increased to £2,500. She says that NewDay had not been prov... (4 pages)View decision -
Decision Reference DRN-3546360
20 Jun 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3546360 The complaint Mr F complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim on his home insurance policy. Reference to RSA will include those who acted on its behalf. What happened Mr F’s house suffered a water leak in a shower room in early August 2... (3 pages)View decision -
Decision Reference DRN-3551357
20 Jun 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3551357 The complaint Mr and Mrs S complain that Barclays Bank UK PLC made errors with their contractual monthly payment (CMP). Mr S says this has caused them to incur additional interest, caused stress and has taken up too much time. He asks that Barclays makes up the shortfall, expla... (3 pages)View decision -
Decision Reference DRN-3551268
20 Jun 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3551268 The complaint Mr C, Mrs M, Mr M and Miss R complain because Great Lakes Insurance SE hasn’t paid a claim for a cancelled trip under their travel insurance policy. All references to Great Lakes Insurance SE include the agents it has appointed to administer claims on its behalf. ... (3 pages)View decision -
Decision Reference DRN-3506780
20 Jun 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3506780 The complaint Mr Y complains that Royal & Sun Alliance Insurance Limited (RSA) delayed repairing his property under his home emergency cover following a roof leak caused by slipped tiles. He also complains that they provided him with a poor service. Another business has car... (6 pages)View decision -
Decision Reference DRN-3478139
20 Jun 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3478139 The complaint Ms W complains that NewDay Ltd lent to her irresponsibly. What happened In April 2020 Ms W opened a credit card account with NewDay. She had an account limit of £600 which was increased three times over the life of the account to date. A fourth increase was offere... (3 pages)View decision
