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-4583028
29 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4583028 The complaint F, a limited company, complains that Starling Bank Limited (‘Starling’) decided to close its business account in response to a fraud marker it says was inaccurate. F’s complaint has been brought to this service by its director Mr B. For simplicity I’ll refer si... (3 pages)View decision -
Decision Reference DRN-4893162
29 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4893162 The complaint Mr E and Mrs E complain that HSBC UK Bank Plc hasn’t refunded them in relation to a coat purchased from a retailer which was faulty. What happened In November 2021 Mr E purchased a coat from a retailer for £192 using his John Lewis Partnership Card provided via... (3 pages)View decision -
Decision Reference DRN-4834226
29 Jul 2024 Salary Finance Limited UpheldConsumer CreditDRN-4834226 The complaint Ms M complained that Salary Finance Limited (“Salary Finance”) irresponsibly granted her three personal loans (in January 2019, May 2021, and February 2022) that she couldn’t afford to repay. What happened Ms M took out the first loan in January 2019. The amou... (5 pages)View decision -
Decision Reference DRN-4858165
29 Jul 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4858165 The complaint G, a limited company, complains that Starling Bank Limited unreasonably restricted their account, and then removed funds without permission. The account was later closed. G is represented by a director, Mr J. What happened In July 2023 G’s account received a ... (3 pages)View decision -
Decision Reference DRN-4811914
29 Jul 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4811914 The complaint Mr M has complained about administrative issues he experienced with Aviva Life & Pensions UK Limited when he was trying to switch funds in which he was invested within his pension plan. What happened The investigator who considered this matter set out the b... (5 pages)View decision -
Decision Reference DRN-4927363
29 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4927363 The complaint Mr B complains about Admiral Insurance (Gibraltar) Limited (“Admiral”) for delays in its response and the settlement sum it has offered on his claim. He wants Admiral to increase his settlement to more closely match what he paid for repair work. What happened ... (4 pages)View decision -
Decision Reference DRN-4546729
29 Jul 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4546729 The complaint Miss P complains about a car she acquired with credit provided by BMW Financial Services (GB) Limited (“BMWFS”). What happened In January 2023, Miss P entered into a regulated hire purchase agreement with BMWFS in relation to a used car. The car was five years ... (3 pages)View decision -
Decision Reference DRN-4592539
29 Jul 2024 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-4592539 The complaint Mr R says a finance agreement he entered into with Toyota Financial Services (UK) PLC (“TFS”) was misrepresented to him. What happened In May 2022 Mr R part exchanged a car and entered into a finance agreement with TFS to lease a newer one. He says he expected ... (2 pages)View decision -
Decision Reference DRN-4473617
29 Jul 2024 Barclays Bank Plc Not upheldBanking and PaymentsDRN-4473617 The complaint A company, which I’ll refer to as J, complains that Barclays Bank Plc (Barclays) closed one of its accounts in error with the result that it was unable to collect card payments from its customers. According to J, this caused significant financial loss for whic... (5 pages)View decision -
Decision Reference DRN-4935586
29 Jul 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4935586 The complaint Ms P is unhappy with the way in which Great Lakes Insurance UK Limited handled a claim made on her travel insurance policy – including the assistance she received whilst abroad after she was injured. All reference to Great Lakes includes its agents and the med... (4 pages)View decision
