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 366873 results
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Decision Reference DRN-5083814
15 Oct 2024 Specialist Lending Limited UpheldConsumer CreditDRN-5083814 The complaint Ms L complains that Specialist Lending Limited rejected a claim she made under Section 75 (s.75) of the Consumer Credit Act (“CCA”). What happened In September 2019, Ms L purchased a battery for her existing solar panel system from a supplier (“the supplier”),... (4 pages)View decision -
Decision Reference DRN-5083540
15 Oct 2024 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5083540 The complaint Ms H complains about a car she acquired using a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh Finance”). She says she had to pay to have it repaired and wants to be reimbursed for this. What happened Ms H entered into a hire purcha... (2 pages)View decision -
Decision Reference DRN-5066598
15 Oct 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5066598 The complaint Mr and Mrs S complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) unfairly asked Mr S for personal financial information. What happened Mr and Mrs S had a joint account with Virgin. In March and April 2024 Virgin wrote to Mr S asking for informati... (2 pages)View decision -
Decision Reference DRN-5041024
15 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5041024 The complaint Mr M complains that U K Insurance Limited (UKI) unfairly settled a claim on a 50/50 split liability basis, under his motor insurance policy. What happened On 31 October 2023 Mr M was driving when a third-party turned in without indicating and collided with his ... (2 pages)View decision -
Decision Reference DRN-5083959
15 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5083959 The complaint Mrs C has complained, on behalf of the Estate of Mr P, that U K Insurance Limited (UKI) unfairly declined a claim under a home insurance policy. What happened Mrs C contacted UKI to make a claim for storm damage. UKI sent a contractor to assess the damage. It ... (4 pages)View decision -
Decision Reference DRN-4784225
15 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784225 The complaint Mrs E complains that Bank of Scotland plc trading as Halifax did not refund a series of payments she lost to a scam. What happened Mrs E received a sum of money and looked for ways to invest it online. She came across a company I’ll call ‘M’ that said it was a ... (5 pages)View decision -
Decision Reference DRN-4882611
15 Oct 2024 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-4882611 The complaint Mr G1 and Mr G2 complain that Cynergy Bank Plc (‘Cynergy’) won’t refund the money they lost when Mr G2 fell victim to an authorised push payment (‘APP’) scam. They’ve asked Cynergy to reimburse their loss, along with compensatory interest. While the complaint ... (5 pages)View decision -
Decision Reference DRN-5026050
15 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5026050 The complaint Ms H complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) blocked her account and took too long to give her back her funds. What happened On or around 8 January 2024 Chase blocked Ms H’s account. That meant she couldn’t access the funds in the a... (2 pages)View decision -
Decision Reference DRN-5059455
15 Oct 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5059455 The complaint Mrs W complains about blocks applied to her current account by TSB Bank plc. What happened Mrs W completed an account switch to TSB on 10 October 2023. Mrs W has explained that since she opened her account, TSB has blocked genuine payments she’s tried to make.... (3 pages)View decision -
Decision Reference DRN-4895913
15 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4895913 The complaint Mr M complains about Domestic & General Insurance Plc’s (D&G) handling of his claim for a faulty coffee machine, under his household warranty insurance policy. What happened Mr M’s coffee machine developed a fault making it unusable. He contacted D&... (2 pages)View decision
