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 362712 results
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Decision Reference DRN-4923936
1 Oct 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4923936 The complaint Mr S complains about his private medical insurance policy with AXA PPP Healthcare Limited. What happened The background to this complaint is well known to both parties, so I won’t repeat it in full here. In summary, Mr S was previously a member of a group priv... (4 pages)View decision -
Decision Reference DRN-4886667
1 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4886667 The complaint Mr B complains that Barclays Bank UK PLC reported a missed payment on his credit file. What happened Mr B held an account with Barclays. He went into unauthorised overdraft in February 2024. Mr B says this was reported as arrears on his credit file. Mr B contac... (3 pages)View decision -
Decision Reference DRN-5053132
1 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5053132 The complaint Mr T has complained about the sale of a timeshare paid for using a loan provided by Shawbrook Bank Limited (“Shawbrook”). What happened In August 2017, Mr T, along with two others purchased a timeshare membership (“the Timeshare”) from a timeshare provider (“th... (6 pages)View decision -
Decision Reference DRN-4986172
1 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4986172 The complaint Miss P’s complaint is about the rejection of a claim she made under her pet insurance policy with Liverpool Victoria Insurance Company Limited. What happened In March 2024, Miss P’s vet submitted a claim to Liverpool Victoria for the cost of treating her cat fo... (3 pages)View decision -
Decision Reference DRN-5015454
1 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5015454 The complaint Ms K is complaining about Barclays Bank UK PLC because she says she was told it would remove a default from her credit file after she paid the outstanding balance on her account. But when she recently tried to do this, she was told the default wouldn’t be remov... (2 pages)View decision -
Decision Reference DRN-4764983
1 Oct 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4764983 The complaint Mr S’s complaint is about a mortgage he used to have with Lloyds Bank PLC. The property was repossessed and sold by Lloyds in 2019. Mr S is unhappy about the following matters: a shortfall debt was showing on his credit file in relation to the repossession; ... (4 pages)View decision -
Decision Reference DRN-5053296
1 Oct 2024 Pepper (UK) Limited Not upheldMortgagesDRN-5053296 The complaint This complaint’s about an interest-only buy-to-let (BTL) mortgage held with Pepper (UK) Limited by a limited complaint I’ll call M. M is represented here by its directors, Mr and Mrs W. The essence of the complaint is about how Pepper handled the attempted red... (4 pages)View decision -
Decision Reference DRN-4985660
1 Oct 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4985660 The complaint Miss A complains Acromas Insurance Company Limited unfairly declined a claim against her Parts and Garage Cover (“PGC”) policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on th... (2 pages)View decision -
Decision Reference DRN-5053214
1 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5053214 The complaint Mr V complains that Bank of Scotland Plc, trading as Halifax, won’t refund his money in relation to an installation. What happened Mr V’s credit card account with Bank of Scotland plc, trading as Halifax (‘BOS’ for short) was used to pay a c... (5 pages)View decision -
Decision Reference DRN-5046440
1 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5046440 The complaint Mr S’ complaint is, in essence, that t Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (12 pages)View decision
