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-4853523
30 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4853523 The complaint Mr and Mrs C complain Barclays Bank UK PLC did not treat Mr C fairly when dealing with a blocked payment. Whilst the account is joint, the incident above primarily involved how Barclays treated Mr C, so I will mostly refer to him in my decision. What happened I... (3 pages)View decision -
Decision Reference DRN-4938823
30 Jul 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4938823 The complaint Mr B has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”) and in relation to allegations of an unfair relationship taking in to account section 140... (4 pages)View decision -
Decision Reference DRN-4590378
30 Jul 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4590378 The complaint Ms B complains that Volkswagen Financial Services (UK) Limited (VWFS) allowed her personal information to be obtained by third parties, in relation to a hire purchase agreement she has with it. What happened On 9 October 2023, Ms B says she received a letter f... (2 pages)View decision -
Decision Reference DRN-4611222
30 Jul 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4611222 The complaint Mrs C complained about a transfer of a personal pension she held with Standard Life. This pension had been built up from a previous employment Mrs C had. In early 2015, it was transferred upon her request to a self-invested personal pension (“SIPP”) operated by... (11 pages)View decision -
Decision Reference DRN-4889814
30 Jul 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4889814 The complaint Mrs H complains that American Express Services Europe Limited (“AESEL”) unfairly suspended her credit card while it was under review. Mrs H had been assisted in bringing her complaint by her husband, Mr H, but for ease of reference I shall refer to things raise... (3 pages)View decision -
Decision Reference DRN-4938847
30 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4938847 The complaint Mrs R complains that Santander UK Plc (‘Santander’) closed her bank account and wants it to be reopened. What happened I issued a provisional decision in June this year where I said that I wasn’t considering upholding this complaint. An extract from that decis... (8 pages)View decision -
Decision Reference DRN-4868411
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4868411 The complaint Mrs E complains that she was unable to make a 0% balance transfer from another lender to clear a credit card she held with NewDay Ltd trading as Fluid. What happened Mrs E holds a Fluid credit card with NewDay. She was unhappy that the interest rate applicable ... (3 pages)View decision -
Decision Reference DRN-4806703
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806703 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W notified Advantage Insurance that Mrs W had been involved in an accident with another... (3 pages)View decision -
Decision Reference DRN-4921644
30 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4921644 The complaint Mrs and Mr W complain that Advantage Insurance Company Limited has treated them unfairly when handling a claim made on their motor insurance policy. What happened Mrs and Mr W complained to Advantage Insurance about the valuation it had placed on their car and ... (3 pages)View decision -
Decision Reference DRN-4760704
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4760704 The complaint Mrs B is unhappy that she had multiple declined transactions when using a credit card she holds with NewDay. What happened Mrs B has a credit card with NewDay which she says she uses on a fairly ad hoc basis. In November 2023 Mrs B attempted to use the credit c... (3 pages)View decision
