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 371485 results
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Decision Reference DRN-4934922
29 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4934922 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money (“VM”) hasn’t treated him fairly when he approached it to make a claim for a refund for a hotel stay in a European city. What happened I issued a provisional decision on Mr W’s complaint on 9 July 2024,... (10 pages)View decision -
Decision Reference DRN-4893035
29 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4893035 The complaint Mr B is unhappy about the way in which National Westminster Bank Plc (NWB) handled his chargeback claim. What happened In November 2023 Mr B reserved accommodation at a hotel from 27 January 2024 to 3 February 2024 (7 nights) and provided his NWB card details a... (3 pages)View decision -
Decision Reference DRN-4935175
29 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4935175 The complaint Ms D’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (11 pages)View decision -
Decision Reference DRN-4719694
29 Jul 2024 RAC Insurance Limited Not upheldInsuranceDRN-4719694 The complaint Mr G is unhappy with the way RAC Insurance Limited handled a roadside assistance claim while he was driving abroad. This complaint involves agents for whom RAC is responsible. Any reference to RAC includes its agents. What happened Mr G took out a roadside as... (4 pages)View decision -
Decision Reference DRN-4895626
29 Jul 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4895626 The complaint Mrs K complains about the settlements that Ageas Insurance Limited offered her for the total loss of her three cars following a claim made on her motor insurance policy. What happened Mrs K’s cars were damaged by vandalism shortly after she had bought them, an... (3 pages)View decision -
Decision Reference DRN-4806744
29 Jul 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4806744 The complaint Mr and Mrs P complain that Acromas Insurance Company Limited (Acromas) declined to cover their claim for damage to their guttering, under their home building’s insurance policy. What happened Mr and Mrs P noticed water leaking from their guttering following wor... (2 pages)View decision -
Decision Reference DRN-4887639
29 Jul 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4887639 The complaint Mr H complains that Advantage Insurance Company Limited won’t repair his car after he made a claim on his motor insurance policy. He wants his car fully repaired. What happened Mr H’s car was damaged in an accident, and he made a claim on his policy. He was un... (3 pages)View decision -
Decision Reference DRN-4587965
29 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4587965 The complaint Mr B complains that Next Retail Limited blocked his account without notice or explanation, and about related issues. What happened Mr B had a catalogue shopping account with Next. His account balance was increased unexpectedly, so he complained to Next about th... (2 pages)View decision -
Decision Reference DRN-4899177
29 Jul 2024 Cater Allen Limited UpheldPensions and AnnuitiesDRN-4899177 The complaint Mr S complained about Cater Allen Limited’s handling of his application for a bank account for his Small Self-Administered Scheme (“SSAS”). What happened Mr S is the trustee and administrator of a SSAS. On 20 January 2023 he applied for a SSAS bank account. Th... (7 pages)View decision -
Decision Reference DRN-4918123
29 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4918123 The complaint Miss W and Mr W’s complaint is that Barclays Bank UK PLC declined their application to port (transfer) their mortgage interest rate product onto a new mortgage on another property, a decision they consider to be unfair. As a result, they had to pay an early rep... (5 pages)View decision
