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 4790 results
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Decision Reference DRN-3707417
29 Sep 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3707417 The complaint Ms B complains that Transunion International UK Limited (Transunion) was displaying incorrect information on her credit file and they failed to act on it when she notified them. What happened Ms B was a guarantor for a loan her son took out with a company I’ll cal... (3 pages)View decision -
Decision Reference DRN-3796686
15 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3796686 The complaint Mr T has complained that when he registered for online banking with Nationwide Building Society (“Nationwide”) in January 2020, the statements issued for his credit card account were switched to being paperless without his consent. Mr T says that he relied on rece... (3 pages)View decision -
Decision Reference DRN-3553535
21 Jun 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3553535 The complaint Mr A complains about the amount Haven Insurance Company Limited (Haven) paid in settlement of his claim after his car was written off, under his motor insurance policy. What happened Mr A contacted Haven in November 2021 to make a claim as he had been involved in ... (4 pages)View decision -
Decision Reference DRN-4634873
21 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4634873 The complaint L has complained about U K Insurance Limited’s (UKI) decision to turn down its claim under its Motor Fleet Insurance policy for a stolen vehicle (vehicle M). It’s also unhappy about the way the claim was handled by UKI. L is represented by Mr C, who is a director ... (4 pages)View decision -
Decision Reference DRN4446466
20 Mar 2019 Barclays Bank UK PLC Not upheldInvestment and pensionsMs T is represented by her solicitor. Her complaint was raised in 2018 and is about Barclays Bank UK PLC. Ms T and her solicitor summarised the complaint as follows: Barclays failed in its obligation to inform Ms T that Amazon shares she purchased around 1998/1999 w... (4 pages)View decision -
Decision Reference DRN0311875
15 Sep 2020 Close Brothers Limited UpheldBanking and creditMr R is unhappy that he couldn’t cancel an order and associated finance through Close Brothers Limited trading as Close Brothers Retail Finance, for a private number plate he bought online. He says he also never completed the online application for the fixed sum loan that was set up.backgr... (5 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision -
Decision Reference DRN9188887
8 Mar 2016 Clydesdale Bank Plc UpheldBanking and creditMr A has complained that Clydesdale Bank Plc (trading as Yorkshire Bank, but referred to as Clydesdale in this decision) mis-sold a signature packaged bank account to him in 2009. He paid a monthly fee for the account and received several benefits in return.Mr A has u... (3 pages)View decision -
Decision Reference DRN-3970968
16 Feb 2023 Advantage Insurance Company Limited Not upheldInsuranceDRN-3970968 The complaint Mr G is unhappy Advantage Insurance Company Limited (Advantage) declined his claim and avoided his policy. What happened Mr G had a motor insurance policy with Advantage which he applied for via a price comparison website. In February 2022 his car was stolen, so h... (3 pages)View decision -
Decision Reference DRN1448649
8 Dec 2016 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. Not upheldInsurance (excluding PPI)Mr B has complained that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (Mapfre) refused to pay his motor warranty claim.backgroundMr B claimed on his policy after finding a problem with his turbo. Mapfre said it sent Mr B’s turbo to a specialist... (2 pages)View decision