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 371485 results
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Decision Reference DRN-4867191
5 Sep 2024 Mortgage Advice Bureau Limited UpheldInsuranceDRN-4867191 The complaint Miss P has complained that Mortgage Advice Bureau Limited (“MAB”) failed to put into place life and critical illness and income protection policies. 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-4798789
5 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4798789 The complaint Mr H complains that Barclays Bank UK PLC unfairly made a report about him to a fraud prevention database in connection with a mortgage application. What happened Mr H applied to Barclays for a mortgage in 2019. Barclays declined his application and reported Mr ... (3 pages)View decision -
Decision Reference DRN-5005927
5 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5005927 The complaint Mrs L complains that Moneybarn No. 1 Limited (“Moneybarn”) supplied her with a car that wasn’t of satisfactory quality at the point of supply. What happened Mrs L took out a conditional sale agreement with Moneybarn in February 2023 to acquire a used car. The ... (8 pages)View decision -
Decision Reference DRN-4985667
5 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4985667 The complaint Mrs G complains that Bank of Scotland plc trading as Halifax (“Halifax”) unfairly declined her claim under the Consumer Credit Act 1974 (“CCA”) in relation to a purchase deposit she paid using her Halifax credit card. What happened On 14 March 2017, Mrs G (toge... (4 pages)View decision -
Decision Reference DRN-4909849
5 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4909849 The complaint Mr R and Mrs R complain about the service they received from Lloyds Bank PLC (“Lloyds”) in relation to cancellation of a Direct Debit and related issues. What happened Mr R and Mrs R hold a joint account with Lloyds. There were several Direct Debits set up on ... (3 pages)View decision -
Decision Reference DRN-4992353
5 Sep 2024 HDI Global Specialty SE UpheldInsuranceDRN-4992353 The complaint Mr D complains that HDI Global Specialty SE declined his pet insurance claim. My references to HDI include its agents. What happened Mr D has ‘lifetime’ pet insurance for his dog, insured by HDI. The policy started on 8 March 2021 and is renewed annually. In De... (5 pages)View decision -
Decision Reference DRN-4887212
5 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4887212 The complaint S a limited company complains Barclays Bank UK PLC unfairly closed its account. S is represented by Mr D. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. S held a Barclays account a... (3 pages)View decision -
Decision Reference DRN-4965461
5 Sep 2024 Credit Resource Solutions Limited Not upheldConsumer CreditDRN-4965461 The complaint Mr B complains about being contacted by Credit Resource Solutions Limited (CRS) in relation to a debt with a lender that has gone into administration. What happened Mr B took out a loan with a business I’ll refer to as N. Mr B has previously referred a complai... (2 pages)View decision -
Decision Reference DRN-4767311
5 Sep 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4767311 The complaint Mr P is complaining about the way American Express Services Europe Limited (AESEL) administered certain aspects of his credit card account. What happened Mr P signed up for a basic credit card with AESEL in early 2023. In October 2023, he paid £250 to AESEL to ... (3 pages)View decision -
Decision Reference DRN-4936531
5 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4936531 The complaint Mr H is complaining about Santander UK Plc because he believes it incorrectly applied a number of late payment fees to his account. What happened Mr H has a credit card account with Santander. Since 2015, a number of late payment fees of £12 each have been appl... (2 pages)View decision
