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 128312 results
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Decision Reference DRN-4115823
5 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4115823 The complaint Miss R has complained that National Westminster Bank Plc (“NatWest”) acted irresponsibly by agreeing to increase her overdraft to a limit that wasn’t affordable which has led to financial difficulties. What happened In March 2018 Miss R held a bank account with Na... (3 pages)View decision -
Decision Reference DRN-3972589
5 May 2023 MBNA Limited UpheldBanking and PaymentsDRN-3972589 The complaint Mr R complains that MBNA Limited failed to properly administer a credit card applied for without his knowledge and delayed the removal of it from his credit record. What happened A credit card was opened in Mr R’s name by his ex-partner and had operated for a few ... (4 pages)View decision -
Decision Reference DRN-4115604
5 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4115604 The complaint Mr K complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim on his motor insurance policy. What happened Mr K had a motor insurance policy with Advantage covering his car. In August 2022 he was involved in a collision with a third-pa... (4 pages)View decision -
Decision Reference DRN-4053913
5 May 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4053913 The complaint Mr L has complained that National Westminster Bank Plc (“NatWest”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr L held and account with NatWest with an overdraft facility. The last limit increas... (3 pages)View decision -
Decision Reference DRN-4082161
5 May 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4082161 The complaint Mr B is unhappy about the way Clydesdale Financial Services Limited, trading as Barclays Partner Finance (who I’ll call “BPF”) have offered to resolve a claim he made to them under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened The detail... (2 pages)View decision -
Decision Reference DRN-4067850
5 May 2023 Zopa Limited UpheldInvestmentsDRN-4067850 The complaint Mr K complains Zopa Limited prevented him unable to access his funds from his Peer to Peer (P2P) lending account – causing him distress and financial detriment. What happened Mr M held accounts on Zopa’s P2P platform for a number of years. In January 2022, Zopa ma... (4 pages)View decision -
Decision Reference DRN-4101255
5 May 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4101255 The complaint A company I’ll call E complains that Lloyds Bank PLC (Lloyds) is withholding its funds pending ID checks, after closing E’s accounts. To put things right, E wants Lloyds to return the account balance. E is represented by one of its directors, Mr A. What happened I... (3 pages)View decision -
Decision Reference DRN-4027483
5 May 2023 The Salvation Army General Insurance Corporation Ltd UpheldInsuranceDRN-4027483 The complaint Miss S complains that Salvation Army General Insurance Corporation Ltd (Salvation) declined her claim for damage to items contained in a storage facility, under her contents insurance policy. What happened Miss S says she was made aware of a flood in 2020 at the s... (4 pages)View decision -
Decision Reference DRN-4096997
5 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4096997 The complaint Mr G complains that British Gas Insurance Limited has treated him unfairly when handling a claim made on his home care policy. What happened Mr G made a claim under his home emergency/care policy for British Gas to repair a water leak that he’d been informed of by... (3 pages)View decision -
Decision Reference DRN-4115198
5 May 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4115198 The complaint Mr D has complained about the amount Haven Insurance Company Limited paid in settlement of a claim he made under his commercial motor insurance (Taxi) policy. What happened The details of this complaint are well known to both parties, so I will not repeat them aga... (4 pages)View decision