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 119923 results
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Decision Reference DRN-3493330
23 May 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-3493330 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money didn’t treat him fairly when he had difficulties making repayments to his credit card account. What happened The investigator set out the background to this complaint in detail, so I won’t repeat it again ... (3 pages)View decision -
Decision Reference DRN-3042927
23 May 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3042927 The complaint Mr S complains that Barclays Bank UK PLC, trading as Barclaycard, rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to his purchase of a solar panel hot water system. Mr S is represented by a claims management c... (4 pages)View decision -
Decision Reference DRN-3493029
23 May 2022 Bamboo Limited UpheldConsumer CreditDRN-3493029 The complaint Miss G is unhappy about the way Bamboo Limited has treated her while she’s been experiencing financial difficulties. What happened In July 2018, Miss G took out a £4,000 loan with Bamboo. The loan was repayable at £226.90 over 36 months. But Miss G became unwell a... (4 pages)View decision -
Decision Reference DRN-3346408
23 May 2022 Astrenska Insurance Limited UpheldInsuranceDRN-3346408 The complaint Mr J and Miss F are unhappy that Astrenska Insurance Limited declined a claim they made under their travel insurance policy. What happened In early 2020, Mr J and Miss F booked to on a holiday abroad, with members of their family. The trip was due to take place in... (4 pages)View decision -
Decision Reference DRN-3387966
23 May 2022 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3387966 The complaint Mrs H is unhappy with the way Lloyds Bank General Insurance Limited (LBG) handled her home insurance claim following fire damage to her roof. What happened Mrs H’s roof was damaged by fire which spread from her neighbour’s house. She claimed under her buildings in... (4 pages)View decision -
Decision Reference DRN-3398887
23 May 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3398887 The complaint Miss H complains Everyday Lending Limited irresponsibly lent to her when she couldn’t afford the loan(s). What happened In February 2015, Miss H took out a loan with Everyday for £5,195.99 payable over 36 months with a monthly repayment of £276.43. Miss H said the... (4 pages)View decision -
Decision Reference DRN-3350335
23 May 2022 Allianz Insurance Plc UpheldInsuranceDRN-3350335 The complaint Mrs B and Mr B complain about Allianz Insurance Plc’s (“Allianz”) handling of their claim under their car insurance. What happened Mrs B and Mr B notified Allianz of a claim following an accident. They say they sent photos of the damage and Allianz then approved t... (2 pages)View decision -
Decision Reference DRN-3285329
23 May 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3285329 The complaint Mr S is unhappy with the service he received friom John Lewis Financial Services Limited, trading as The Partnership Card, surrounding his request for them to recover recurring card transactions from a third-party company. What happened Mr S signed up to a subscri... (3 pages)View decision -
Decision Reference DRN-3448079
23 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3448079 The complaint Mr P complains through his representative that Madison CF UK Limited trading as 118 118 money lent him money on a high cost loan which he was unable to afford to repay. What happened 118 118 Money provided Mr P with a loan on 20 July 2020 for £1,500, repayable at ... (3 pages)View decision -
Decision Reference DRN-3493083
23 May 2022 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-3493083 The complaint Mr L complained that Virgin Money Unit Trust Managers Ltd (‘VM’) hadn’t agreed to him cashing in his Stakeholder pension early, in spite of him being ill and unable to work. What happened The background to this complaint is well known to both parties. So, I’ll onl... (5 pages)View decision
