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 370149 results
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Decision Reference DRN-4600897
31 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4600897 The complaint Mr and Mrs G complain Bank of Scotland plc, trading as Intelligent Finance (“IF”), closed their account without properly informing them; unfairly prevented them from switching their account to a new provider; provided poor customer service; and didn’t follow it... (5 pages)View decision -
Decision Reference DRN-4936134
31 Jul 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4936134 Complaint Miss S has complained about a personal loan Zopa Bank Limited (“Zopa”) which she says it unfairly lent to her. She says that she was heavily in debt to other creditors and sufficient checks would have shown that her financial situation was not right for further len... (3 pages)View decision -
Decision Reference DRN-4775148
31 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4775148 The complaint Mr B complains Capital One (Europe) plc (Capital One) irresponsibly lent to him. What happened In November 2017 Mr B applied for a credit card (*2278) with Capital One which was approved with a £200 credit limit. He said in November 2021 Capital One increased h... (5 pages)View decision -
Decision Reference DRN-4792683
31 Jul 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4792683 The complaint Mr A complains that OAKBROOK FINANCE LIMITED trading as Likely Loans, (“Oakbrook”), lent to him and did not do proper checks before lending. What happened Mr A took two loans with Oakbrook and a brief table gives a few details. Both loans were for 36 months. L... (7 pages)View decision -
Decision Reference DRN-4746399
31 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746399 The complaint Mr P complains that National Westminster Bank Plc (NatWest) blocked him from buying goods online using his debit card. What happened Mr P had a current account with NatWest. In October 2023 he tried to make an online purchase from a high street retailer using ... (3 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision -
Decision Reference DRN-4939652
31 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4939652 The complaint Mr P complains about the service he received from One Insurance Limited (OIL) when trying to make a claim under his home emergency insurance policy. Where I’ve referred to OIL, this also includes any action and communication by agents acting on their behalf. ... (4 pages)View decision -
Decision Reference DRN-3667405
31 Jul 2024 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-3667405 The complaint Mr H has complained, with the help of a professional third party, about the transfer of his personal pension, previously held with Countrywide Assured Plc (‘Countrywide’) to an occupational pension scheme in April 2013. The investments made through the new sche... (13 pages)View decision -
Decision Reference DRN-4936777
31 Jul 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4936777 The complaint Ms P complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) and the value of the settlement offered to her after she made a claim on her contents insurance policy following a burglary. Ms P also complains about the service Admiral and their agent pro... (5 pages)View decision -
Decision Reference DRN-4829343
31 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4829343 The complaint Miss C complains about the amount Next Retail Limited (“Next”) refunded to her as part of an irresponsible lending complaint. What happened In July 2020 Miss C entered into a Debt Arrangement Scheme (DAS) and a Debt Payment Programme (DPP) was agreed. Under the... (2 pages)View decision
