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 366874 results
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Decision Reference DRN-4653790
29 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4653790 The complaint Mr G is unhappy about the customer service he received in a branch of Santander UK Plc. What happened Mr G went into a Santander branch as he wasn’t getting account statements and his bank cards had been lost and needed replacing. Mr G said the staff were aggressi... (3 pages)View decision -
Decision Reference DRN-4563343
29 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4563343 The complaint Mr H and Mr N complain about the price charged by Arch Insurance (UK) Limited (“Arch”) to renew their commercial property insurance policy. Mr N has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-4757323
29 Apr 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4757323 The complaint Mr T has complained about the way Inter Partner Assistance SA (“IPA”) dealt with a claim he made under his home emergency insurance policy. What happened Mr T got in touch with IPA about a water leak from his boiler. IPA sent an engineer the next day, who said th... (2 pages)View decision -
Decision Reference DRN-4718896
29 Apr 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4718896 The complaint Mr L complains that Astrenska Insurance Limited (trading as Collinson Insurance) unfairly declined a claim he made under his gadget insurance policy. Astrenska is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its a... (4 pages)View decision -
Decision Reference DRN-4770910
29 Apr 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-4770910 The complaint Mr N complains his credit score, provided by TransUnion International UK Limited was incorrectly reduced. What happened Mr N says in July 2023 he received a notification from a third party, I’ll refer to as Company A, to say his credit score had dropped as he wasn... (3 pages)View decision -
Decision Reference DRN-4673940
29 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4673940 The complaint Mr H complains about a loan that Loans 2 Go Limited provided to him. He says the loan was unaffordable because of his financial difficulties and Loans 2 Go didn’t undertake enough proportionate checks to ensure he could afford the loan and its payments. Mr H is re... (3 pages)View decision -
Decision Reference DRN-4660896
29 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4660896 The complaint A limited company, which I’ll refer to as ‘M’, is unhappy that Metro Bank PLC took money from its business current account (“BCA”) to offset against its defaulted Bounce Back Loan (“BBL”) balance. M’s complaint is brought to this service by its director, whom I’ll... (3 pages)View decision -
Decision Reference DRN-4722874
29 Apr 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4722874 The complaint Mr B complains that American Express Services Europe Limited (AESEL) did not put in place the reasonable adjustment he asked them for. Mr B is represented by his wife in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments sh... (4 pages)View decision -
Decision Reference DRN-4721627
29 Apr 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4721627 The complaint Mr A complains about how NewDay Ltd administered his credit card account. What happened Mr A held a credit card with NewDay. In January 2022, NewDay sent Mr A a default notice. It did so because it said he hadn’t made at least the minimum contractual repayment to... (3 pages)View decision -
Decision Reference DRN-4500679
29 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4500679 The complaint A company, which I’ll refer to as B, complains about Barclays Bank UK Plc’s (Barclays) decision to close its bank account. B says Barclays gave no notice before the closure took place and afterwards, removed funds without authorisation. In bringing this complaint,... (5 pages)View decision
