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 122580 results
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Decision Reference DRN-3566545
2 Aug 2022 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-3566545 The complaint Mr B makes a number of complaints about JAJA FINANCE LTD. What happened Mr B makes a number of complaints about JAJA following a migration of his account to it from a different business. He says he had problems accessing his account and using the application (app)... (3 pages)View decision -
Decision Reference DRN-3625974
1 Aug 2022 Metro Bank PLC UpheldMortgagesDRN-3625974 The complaint Mr H complains that Metro Bank PLC unfairly delayed releasing its charge after he repaid his mortgage. He asks for compensation. What happened Mr H repaid his mortgage with Metro in August 2021. Metro asked for information about the source of funds. Mr H says desp... (3 pages)View decision -
Decision Reference DRN-3516591
1 Aug 2022 Marks and Spencer plc UpheldBanking and PaymentsDRN-3516591 The complaint Mr R complains that Marks & Spencer plc (“M&S”) didn’t do enough in response to his claim for money he paid for flight tickets bought using his credit card. What happened Mr R used his M&S MasterCard credit card to pay for international flights (and pr... (3 pages)View decision -
Decision Reference DRN-3590876
1 Aug 2022 The New India Assurance Company Limited UpheldInsuranceDRN-3590876 The complaint Mr B complains that New India Assurance Company Limited cancelled his motor insurance policy. He wants the cancellation marker removed. What happened Mr B took out a policy with New India and his broker requested proof of his No Claims Discount (NCD) to validate t... (2 pages)View decision -
Decision Reference DRN-3625813
1 Aug 2022 British Gas Insurance Limited UpheldInsuranceDRN-3625813 The complaint Mr L complains about British Gas Insurance Limited (BG) who declined to carry out any further work under his home emergency policy. What happened Mr L held a BG home emergency policy for over 30 years. In May 2021, Mr L booked to have an annual service. In prepara... (4 pages)View decision -
Decision Reference DRN-3457715
1 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3457715 The complaint K, a mutual society represented by Mr R, complains that Barclays Bank UK PLC did not refund all of the money K lost when it fell victim to an email interception scam. What happened The facts of this case are well known to both parties so I will summarise the key d... (4 pages)View decision -
Decision Reference DRN-3090302
1 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3090302 The complaint Mr Z complains that Metro Bank PLC have unfairly refused to reimburse money he lost as part of a scam. What happened The details of this complaint are well known to both parties so I will not repeat everything again here. In summary, Mr Z fell victim to a scam whe... (3 pages)View decision -
Decision Reference DRN-3038583
1 Aug 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3038583 The complaint A company I’ll refer to as S complains that Barclays reneged on its decision to grant a loan repayment holiday. S is represented by its director, Mr D. What happened On 5 March 2020, S took out a loan with monthly payments due on the 5 th of each month, commencing... (3 pages)View decision -
Decision Reference DRN-3582624
1 Aug 2022 ReAssure Limited UpheldInvestmentsDRN-3582624 The complaint Mrs S complains about the service received by ReAssure Limited (“ReAssure”). She says the issues she is complaining about have led to ReAssure not acting fairly when it encashed her portfolio bond. What happened Mrs S bought a portfolio bond from a third party. Re... (4 pages)View decision -
Decision Reference DRN-3433170
1 Aug 2022 Mortgage Advice Bureau Limited UpheldMortgagesDRN-3433170 The complaint Mr S and Mrs S complains Mortgage Advice Bureau Limited (MAB) caused delays in their mortgage application resulting in them incurring unnecessary costs. What happened Mr S and Mrs S says they applied for a mortgage via MAB in late May 2020, and made it clear they ... (4 pages)View decision
