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 369227 results
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Decision Reference DRN-5132078
27 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5132078 The complaint Mrs K, on behalf of X, complains about the service received from Kroo Bank Ltd (“Kroo”) when it placed an outbound payment from X’s account under review and following this applied restrictions to his account. Mrs K says Kroo has failed say what is needed to hav... (4 pages)View decision -
Decision Reference DRN-4709507
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4709507 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc rejected payments that it made towards its overdraft balance, unreasonably issued final demand letters, and referred M’s debt to a debt collection company. This complaint was initially ... (4 pages)View decision -
Decision Reference DRN-5173017
27 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5173017 The complaint Mr A complains that Assurant General Insurance Limited unfairly declined a claim under his mobile phone insurance policy. Where I refer to Assurant, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened T... (3 pages)View decision -
Decision Reference DRN-4988729
27 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4988729 The complaint Miss B and Mr J’s complaint is about their mortgage with Kensington Mortgage Company Limited. Mr J, who has dealt with the complaint throughout, says that he arranged a product switch with Kensington for a two-year fixed rate on an interest-only basis. However... (4 pages)View decision -
Decision Reference DRN-4842467
27 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4842467 The complaint Miss M complains that TSB Bank plc trading as TSB Bank didn’t properly pursue her chargeback request. What happened In August 2023 Miss M booked flights with an online travel agent (“the Merchant”) for herself and her children. This cost £4,127.76 and she paid ... (2 pages)View decision -
Decision Reference DRN-4690895
27 Nov 2024 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4690895 The complaint Mr P complains about the quality of a car he acquired through a hire purchase agreement with MI Vehicle Finance Limited (‘MI’). He says that the car had an oil leak when he first took delivery of it. This was repaired at the time, but Mr P thinks the repair did... (5 pages)View decision -
Decision Reference DRN-5131944
27 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5131944 The complaint Ms W complains that Vanquis Bank Limited did not handle her claims properly in respect of an unsatisfactory holiday. What happened Ms W booked flights, a hotel, and a cruise with her Vanquis credit card. The payments were made separately, and she paid £1,502.89... (3 pages)View decision -
Decision Reference DRN-4925882
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4925882 The complaint Mr C complains that National Westminster Bank Plc paid a £30,000 cheque to a party that wasn’t the intended payee. He wants to be reimbursed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events ... (5 pages)View decision -
Decision Reference DRN-4987997
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4987997 The complaint Ms T complains that National Westminster Bank Plc (NatWest) closed her account and hasn’t given her access to her funds. What happened Ms T had four bank accounts with NatWest. In December 2023, NatWest told Ms T it had decided to close her accounts. It asked h... (2 pages)View decision -
Decision Reference DRN-5168876
27 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5168876 The complaint Mr L complains about AXA Insurance UK Plc (“AXA”) for declining his claim for home contents. He wants AXA to change its decision and to settle his claim in line with the policy terms. What happened Mr L insured his home and contents with AXA. He purchased his p... (3 pages)View decision
