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 370903 results
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Decision Reference DRN-5004426
10 Sep 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5004426 The complaint Mr A complains about a warning email American Express Services Europe (Amex) sent him concerning how payments were made to his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-4874818
10 Sep 2024 Action 365 Ltd Not upheldInsuranceDRN-4874818 The complaint Ms H complains about how Action 365 Ltd trading as Pukka Services (Action 365) dealt with a claim on her motor insurance. What happened Ms H had motor insurance underwritten by Action 365. Her car was stolen and she made a claim on her policy. Action 365 asked ... (3 pages)View decision -
Decision Reference DRN-4993220
10 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4993220 The complaint Mr S and Mrs S have complained that Royal & Sun Alliance Insurance Limited trading as RSA (RSA) unfairly declined a claim for storm damage under their home insurance policy. As Mrs S dealt with the claim and complaint, for ease, I will normally only refer ... (5 pages)View decision -
Decision Reference DRN-4979088
10 Sep 2024 Funding Circle Ltd UpheldBanking and PaymentsDRN-4979088 The complaint A business partnership, which I’ll refer to as D, complains that Funding Circle Ltd unfairly withdrew an offer of lending at the last minute. This complaint has been referred to us by one of the two partners, Mr D. What happened In early 2022, Funding Circle ma... (3 pages)View decision -
Decision Reference DRN-4895180
10 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4895180 The complaint Mr D complains that American Express Services Europe Limited required him to provide details of his salary and blocked his online access to his account when he didn’t give it that information. What happened Mr D has an American Express credit card. When he was ... (3 pages)View decision -
Decision Reference DRN-5013679
10 Sep 2024 UCB Home Loans Corporation Ltd Not upheldMortgagesDRN-5013679 The complaint Mr H complains that UCB Home Loans Corporation Ltd (UCB) is unable to provide evidence to support the valuation it relied on when agreeing to lend. What happened Mr H purchased a buy-to-let property in 2005. The interest only mortgage was provided by UCB who ar... (4 pages)View decision -
Decision Reference DRN-4988176
10 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4988176 The complaint Mr B complains Santander UK Plc didn’t deal with a disputed transactions claim he made fairly. What happened Mr B has an account with Santander with a debit card. He’s been a customer of Santander for over 30 years. In September 2023 Mr B says he decided to go ... (3 pages)View decision -
Decision Reference DRN-4920699
10 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4920699 The complaint Mr B complains that he shouldn’t have been charged any interest by HSBC UK Bank plc on the payments that he’s made using his credit card. What happened Mr B has an HSBC credit card account that includes interest free purchases for an introductory period. He pho... (2 pages)View decision -
Decision Reference DRN-4784460
10 Sep 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4784460 The complaint Mr M complains about being chased by a debt collection agency (DCA) about a debt with Barclays Bank UK PLC (Barclays). What happened Mr M has a current account with Barclays. In May 2023 and June 2023, he got letters from a debt collection agency (DCA) concerni... (2 pages)View decision -
Decision Reference DRN-4931693
10 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4931693 The complaint Mr C complains about the poor customer service that he’s received from National Westminster Bank plc and the incorrect information that it’s provided about his credit card account. What happened Mr C has two credit cards account with NatWest, one ending 6298 an... (3 pages)View decision
