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 371633 results
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Decision Reference DRN-4880552
4 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4880552 The complaint Mr and Mrs S complain that Barclays Bank UK PLC (“Barclays”) notified them of its intention, and later closed their joint account. And by doing so, has failed to reasonably consider their circumstances. Mr and Mrs S are also unhappy staff in branch incorrectly... (4 pages)View decision -
Decision Reference DRN-4965706
4 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4965706 The complaint A limited company, which I’ll refer to as T, complains that National Westminster Bank Plc acted unfairly in relation to its BBL by declining to allow repayments to be made by its director from personal funds. T is represented by its sole director. What happened... (3 pages)View decision -
Decision Reference DRN-5001640
4 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5001640 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his motor insurance policy for the theft of his car, cancelled his policy retaining the premiums, and registered a fraud marker against him. Where I refer to Admiral, thi... (4 pages)View decision -
Decision Reference DRN-5001536
4 Sep 2024 Wakam UpheldInsuranceDRN-5001536 The complaint Mr T complains about Wakam’s handling of a claim made under his commercial van insurance policy. What happened Mr T worked as a delivery driver and insured his van with Wakam. In early December 2023, parts were stolen from Mr T’s van, so he made a claim to Wak... (5 pages)View decision -
Decision Reference DRN-4889792
4 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4889792 The complaint Mr H complains that American Express Services Europe Limited (AESEL) suspended his credit card and that they won’t tell him why. What happened In December 2023 while Mr H was abroad with his wife both of their credit cards with AESEL were suspended without warn... (2 pages)View decision -
Decision Reference DRN-4985605
4 Sep 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4985605 Complaint Mr F complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time. Background In September 2018, SMF pr... (3 pages)View decision -
Decision Reference DRN-4928351
3 Sep 2024 One Sure Insurance Limited UpheldInsuranceDRN-4928351 The complaint Mr G complains about the way One Sure Insurance Limited (“One Sure”) handled the cancellation of his policy. What happened In March 2024, Mr G took out a policy with One Sure but says he didn’t receive any email confirmation with policy documents. He also found... (2 pages)View decision -
Decision Reference DRN-4972161
3 Sep 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4972161 The complaint Mr M complains that HSBC UK Bank Plc failed to comply with a Data Subject Access Request (DSAR). What happened Mr M says he made a DSAR following an allegation well known to the parties. He says HSBC did not send him the required information and the information... (2 pages)View decision -
Decision Reference DRN-4979448
3 Sep 2024 etika Finance UK Limited Not upheldConsumer CreditDRN-4979448 The complaint Mr W complains that goods he purchased with finance provided by Etika Finance UK Ltd were never delivered. What happened In August 2023 Mr W entered into a regulated fixed sum loan agreement with Etika Finance to finance his purchase of a caravan awning from a ... (2 pages)View decision -
Decision Reference DRN-4902852
3 Sep 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4902852 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, has defaulted his loan account. What happened Mr M had a Halifax loan account. He phoned Halifax in October 2023 and asked for a payment holiday. Halifax placed a 30 day hold on the account and wrote... (3 pages)View decision
