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 360982 results
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Decision Reference DRN-5373652
7 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5373652 The complaint The estate of Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr F under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (12 pages)View decision -
Decision Reference DRN-5373620
7 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5373620 The complaint The estate of Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr F under Section 140... (12 pages)View decision -
Decision Reference DRN-5319227
7 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5319227 The complaint Mrs R complains about the level of service she received from Barclays Bank UK PLC trading as Barclaycard (Barclays). What happened Mrs R held a Barclays credit card. In 2019, Mrs R contacted Barclays to explain that she was experiencing financial difficulties. ... (5 pages)View decision -
Decision Reference DRN-5373638
7 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5373638 The complaint Mrs F and the estate of Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ... (13 pages)View decision -
Decision Reference DRN-5318002
7 Mar 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5318002 The complaint Mrs M says it was unfair for Charter Court Financial Services Limited trading as Precise Mortgages to report a default to the credit reference agencies regarding her buy to let mortgage. She asks that it removes the default. What happened Mrs M had a buy to let... (2 pages)View decision -
Decision Reference DRN-5379311
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5379311 The complaint A company, which I will refer to as S, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened In 2023, Barclays carried out a Know Your Customer (KYC) review of S’s account. On 18 October 2023 the bank closed S’s bank account, on th... (4 pages)View decision -
Decision Reference DRN-5374100
7 Mar 2025 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5374100 The complaint Mr E, with the help of a professional representative, has complained to Capita Life & Pensions Regulated Services Limited trading as Capita SIP Services (Capita) about a transfer of his personal pension policy to a Qualifying Recognised Overseas Pension Sch... (13 pages)View decision -
Decision Reference DRN-5379397
7 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5379397 The complaint Mr B has complained about a claim he made under the mobile phone insurance he had with Assurant General Insurance Limited through his bank account. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. ... (2 pages)View decision -
Decision Reference DRN-5133377
7 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5133377 The complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim he made on his motor insurance policy. Mr K’s complaint has been brought by a representative. Any references to Mr K include the comments of his representative. Any refe... (3 pages)View decision -
Decision Reference DRN-5132907
7 Mar 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5132907 The complaint Mr P says when he switched two of his personal pensions from Scottish Friendly Assurance Society Limited, its administrative handling was poor and this caused him trouble and stress. What happened The facts of this case are accepted by both parties. Mr P had ... (4 pages)View decision
