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 360264 results
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Decision Reference DRN-4586355
27 Feb 2024 Debt Managers (Services) Limited Not upheldConsumer CreditDRN-4586355 The complaint Mr K has complained that Debt Managers (Services) Limited recorded a default on his credit file, for an account which he says was taken out fraudulently without his consent. What happened In 2018, a consumer credit account was opened in Mr K’s name at his address.... (3 pages)View decision -
Decision Reference DRN-4605714
27 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4605714 The complaint Ms H complains about Ageas Insurance Limited’s valuation of her car following a claim on her car insurance policy. What happened Ms H’s car was written-off by Ageas following an accident. Ms H says the settlement Ageas offered for her car wasn’t reasonable, so she... (2 pages)View decision -
Decision Reference DRN-4539887
27 Feb 2024 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-4539887 The complaint Mr M complains about Family Assurance Friendly Society Limited (trading as ‘OneFamily’). He says OneFamily failed to send statements from 2014 for a Tax-Exempt Savings Plan (TESP) also referred to as a family bond to Mrs M. This meant that the bond hadn’t been rev... (4 pages)View decision -
Decision Reference DRN-4637899
27 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4637899 The complaint Mrs B has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under a home emergency policy. What happened Mrs B contacted British Gas when her boiler started to lose pressure. British Gas sent an engineer, who said the boiler neede... (5 pages)View decision -
Decision Reference DRN-4513871
27 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4513871 The complaint A charity which I’ll call ‘C’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on C’s behalf by one of their trustees, Mr K. He is represented by Mr P, so for ease, I’ll refer to Mr P throughout ... (3 pages)View decision -
Decision Reference DRN-4637143
27 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4637143 The complaint Mr C complains that Bank of Scotland plc trading as Halifax mis-sold him travel money. What happened On 1 May 2023, Mr C placed an online foreign travel money order with Halifax. Mr C says the way that Halifax advertised the process meant he expected to receive de... (3 pages)View decision -
Decision Reference DRN-4495727
27 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4495727 The complaint P, a limited company, complains that National Westminster Bank Plc delayed in sending it a debit card, causing significant inconvenience. P has been represented in the complaint by its director, Mr K. What happened P opened an account with NatWest in January 2023.... (2 pages)View decision -
Decision Reference DRN-4449632
27 Feb 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4449632 The complaint Mr G complains that PrePay Technologies Limited didn’t do enough to prevent him losing money to an alleged scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (3 pages)View decision -
Decision Reference DRN-4606411
27 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4606411 The complaint The estate of Mr W complains that Barclays Bank UK PLC (Barclays) made several errors in dealing with the estate. What happened The estate of the late Mr W is represented by Mr W’s daughter, Ms W – I will refer to her here. Mr W sadly died on 17 May 2022. Grant of... (4 pages)View decision -
Decision Reference DRN-4647647
27 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4647647 The complaint Mr O complains NewDay Ltd are refusing to honour the credit limit and interest rate offered to him as an existing customer when his John Lewis store card was transferred over to them. What happened The background to this case is well known to both parties, so I wo... (3 pages)View decision
