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 125299 results
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Decision Reference DRN-3766626
21 Oct 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3766626 The complaint Ms R complains Transunion International UK Limited have incorrect information on her credit file. What happened In September 2021, Ms R says she received a copy of her credit report from a company, who I’ll refer to as “C”. C show a consumer their credit informati... (5 pages)View decision -
Decision Reference DRN-3714912
21 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3714912 The complaint Mr and Mrs R are unhappy that esure Insurance Limited (esure) only settled part of their claim and delayed letting them know. Mr and Mrs R had home insurance with esure in joint names but, for ease of reading, I’ll refer only to Mr R throughout my decision. What h... (4 pages)View decision -
Decision Reference DRN-3741240
21 Oct 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3741240 The complaint Mrs N and Mr B complain that Metro Bank PLC blocked and closed their accounts. And that it took too long to release funds held in the accounts back to them. They say this made things very difficult for them and want Metro to pay compensation. What happened Mrs N a... (4 pages)View decision -
Decision Reference DRN-3736618
21 Oct 2022 Calpe Insurance Company Limited UpheldInsuranceDRN-3736618 The complaint Mrs H and Mr W complain that Calpe Insurance Company Limited unfairly avoided their commercial vehicle insurance policy, didn’t deal with their claim and didn’t return any premium paid. Reference to Calpe includes its agents. What happened Mrs H holds a commercial... (3 pages)View decision -
Decision Reference DRN-3703597
21 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3703597 The complaint A, a limited company complains that National Westminster Bank Plc blocked and closed its accounts. A also complains that NatWest didn’t return all the money that belonged to it when the bank closed its accounts. And continued to send out account statements. A’s co... (3 pages)View decision -
Decision Reference DRN-3731670
21 Oct 2022 QIC Europe Ltd UpheldInsuranceDRN-3731670 The complaint Mr and Mrs J complain that QIC Europe Ltd partly declined a claim they made on their buildings insurance policy. Reference to QIC includes its agents What happened Mr and Mrs J hold a buildings insurance policy with QIC. Following an alleged storm, their property ... (2 pages)View decision -
Decision Reference DRN-3670017
21 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3670017 The complaint Mr H complains that Barclays Bank UK PLC, trading as Barclaycard, did not remove adverse information on his credit file in a timely manner. What happened Mr H did not make his minimum monthly payments on his Barclaycard credit card account in late 2019. Barclaycar... (5 pages)View decision -
Decision Reference DRN-3765669
21 Oct 2022 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-3765669 The complaint Miss B complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (BoI) lent her money that she was unable to afford to repay. What happened BoI provided Miss B with a personal loan of £18,000 on 24 November 2017. The loan was repayable over... (5 pages)View decision -
Decision Reference DRN-3727329
21 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3727329 The complaint Mr H has complained that the charges HSBC UK Bank Plc (“HSBC”) applied to his account caused him financial difficulties. What happened Mr H complained to HSBC about the charges applied to his account when it allowed him to go into unauthorised overdraft. HSBC issu... (3 pages)View decision -
Decision Reference DRN-3484694
21 Oct 2022 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-3484694 The complaint Mrs G complains that John Lewis Financial Services (JLFS) did not refund a number of payments made on her credit card. What happened Both parties are aware of what happened, so I won’t go into too much detail here. The crux of the issue is that a series of transac... (3 pages)View decision
