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 4310 results
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Decision Reference DRN2526808
27 Jan 2015 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr L complains that Advantage Insurance Company Limited wrongly settled a claim made against his motor insurance policy for damage to a third party car for which he says he was not responsible. This complaint is brought on his behalf by his relative, Ms L.backgroundA third party notifie... (3 pages)View decision -
Decision Reference DRN7486012
28 Aug 2015 Barclays Bank Plc Not upheldBanking and creditU is a limited company and its complaint is brought by its representative Mr K. Mr K complains that Barclays Bank PLC (trading as Barclaycard) unfairly closed U’s merchant services facility and held back money in U’s account.backgroundU took card payments through it... (2 pages)View decision -
Decision Reference DRN-4481984
13 Dec 2023 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4481984 The complaint Mrs H complains Mulsanne Insurance Company Limited (Mulsanne) caused delays after she made a claim on her motor insurance policy. Mulsanne are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Mul... (2 pages)View decision -
Decision Reference DRN1018745
10 Jan 2014 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss D complains about the advice she received from Aviva Insurance Limited when she arranged for repairs to be carried out with a third party who had damaged her car.background Miss D’s car was damaged by a third party while it was parked outside her home. She made arrangements with t... (2 pages)View decision -
Decision Reference DRN5851243
23 Dec 2019 Clydesdale Financial Services Limited Not upheldBanking and creditMr L is unhappy with the service he has received from Clydesdale Financial Services Limited – trading as Barclays Partner Finance (BPF) – in regard to a finance agreement he had with it for a mobile phone. backgroundMr L entered into a finance agreement with BPF to purchase a mobile phone.... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision -
Decision Reference DRN-3349326
6 May 2022 Yorkshire Building Society Not upheldBanking and PaymentsDRN-3349326 The complaint Mr H is unhappy that Yorkshire Building Society (“YBS”) lost his account passbook which contained personal and financial information. What happened YBS returned Mr H’s account passbook to him by posting it in the mail. Unfortunately, the passbook never arrived at ... (2 pages)View decision -
Decision Reference DRN-3554257
7 Jul 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3554257 The complaint A partnership which I’ll refer to as ‘B’ complains that PayPal (Europe) Sarl et Cie SCA (‘PayPal’) has treated it unfairly by asking for documents it cannot provide and refusing to release its funds. The complaint is brought on B’s behalf by one of its partners, ... (2 pages)View decision -
Decision Reference DRN-4449656
10 Nov 2023 esure Insurance Limited Not upheldInsuranceDRN-4449656 The complaint Mr Y complains esure Insurance Limited cancelled his motor insurance policy by mistake and this caused him significant problems. What happened Mr Y had a motor insurance policy with esure. The policy was cancelled. The following day Mr Y was stopped by the Police ... (2 pages)View decision
