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 4395 results
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Decision Reference DRN-3423784
17 Aug 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3423784 The complaint Mr M complains that Metro Bank PLC won’t refund the money he lost after falling victim to a vehicle purchase scam. What happened The circumstances of this complaint are well known to both parties, so I will summarise them here. Briefly, Mr M found a utility vehicl... (4 pages)View decision -
Decision Reference DRN-4929558
25 Jul 2024 Coventry Building Society UpheldMortgagesDRN-4929558 The complaint Mr and Mrs M complain about the mortgage they took out with Coventry Building Society. They say the mortgage was mis-sold as they weren’t informed about Coventry’s lending policy and how this might affect them when they tried to port the mortgage. Mr and Mrs M ... (4 pages)View decision -
Decision Reference DRN1131295
1 Mar 2019 Aviva Insurance Limited UpheldInsurance (excluding PPI)Mr S complains about what happened when he tried to use the emergency insurance provided by Aviva Insurance Limited. Mrs S brings this complaint on her husband’s behalf.backgroundMrs S told us about two claims made on Mr S’s Aviva home emergency cover. Mrs S said tha... (4 pages)View decision -
Decision Reference DRN-3455143
13 Dec 2022 Curtis Banks Limited Not upheldPensions and AnnuitiesDRN-3455143 The complaint Mr W says Curtis Banks Limited (‘CBL’) is responsible for the delayed transfer (in specie) of his Self-Invested Personal Pension (‘SIPP’), from CBL to Minerva (administered by InvestAcc), between April 2021 and February/March 2022. He claims compensation for finan... (4 pages)View decision -
Decision Reference DRN5023522
22 Nov 2018 FCE Bank Plc UpheldBanking and creditMr P complains he didn’t get the van he ordered and paid for through a Hire Purchase Agreement with FCE Bank plc trading as Ford Credit (Ford). And about problems with the van. He would like to reject it.backgroundMr P says he ordered a new van in March 2017after seeing on online advertise... (4 pages)View decision -
Decision Reference DRN-2581132
15 Feb 2021 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2581132 The complaint Ms H complains that Watford Insurance Company Europe Limited cancelled her motor insurance policy and declined her claim following a motor accident. What happened A named driver on Ms H’s policy had an accident and Ms H made a claim. Watford’s engineer inspected t... (4 pages)View decision -
Decision Reference DRN-5227337
22 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5227337 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited trading as FLOW (“LV”) unfairly treated his motor insurance policy as void and declined his claim. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet ca... (5 pages)View decision -
Decision Reference DRN-5329061
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5329061 The complaint Mrs C complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’)_ rejected her claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mrs C made the purchase along with her husband. But as the payment was made using her credit card, ... (4 pages)View decision -
Decision Reference DRN3949488
3 Sep 2019 Barclays Bank UK PLC Not upheldBanking and creditComplaintMr G complains that Barclays Bank UK plc closed his account and registered his name with reference agencies, including CIFAS, the UK’s fraud alert service. BackgroundMr G had a Young Persons Account, with a debit card. In October 2017 three payments totalling just over £1,000 were... (2 pages)View decision -
Decision Reference DRN9347285
29 Sep 2014 American Express Services Europe Limited UpheldBanking and creditMr R complains that American Express Services Europe Limited (Amex) blocked his charge card and then applied a limit where there had previously been none. He also complains that the business has suspended his card and has asked him to repay his outstanding balance.backgroundMr R says that... (2 pages)View decision
