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 380824 results
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Decision Reference DRN-5090406
5 Nov 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5090406 The complaint Mr K complains Metro Bank PLC (Metro) acted unfairly when it closed his bank account without explanation. What happened Mr K says Metro wrote to him in mid-July 2024 informing him it was closing his bank account without any reason. Mr K says in that letter it r... (2 pages)View decision -
Decision Reference DRN-5075955
5 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5075955 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money (VM) didn’t do more to help her when she struggled with the interest charges being applied to her credit card account. What happened In November 2021 Miss W opened a credit card account with VM, ... (4 pages)View decision -
Decision Reference DRN-4750389
5 Nov 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4750389 The complaint Miss H complains that a car supplied to her under a conditional sale agreement with Close Brothers Limited (trading as Close Brothers Motor Finance) (CBL) is of unsatisfactory quality. Miss H has been represented during the complaints process. For ease of refe... (4 pages)View decision -
Decision Reference DRN-5119441
5 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5119441 The complaint Mr G complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In January 2023, Mr G saw an advert online about cryptocurrency investment being promoted by a well-known television presenter. The advert directed h... (4 pages)View decision -
Decision Reference DRN-5118200
5 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5118200 The complaint Mrs M complains that NewDay Ltd (NDay) lent to her irresponsibly. What happened In October 2019, Mrs M applied for a credit card from NDay. It was agreed with a limit of £300. After that, NDay increased her limit as shown: Date Limit October 2019 – new account ... (4 pages)View decision -
Decision Reference DRN-5015308
5 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5015308 The complaint Mr C complains that he was not able to make changes on-line to his pension investments because Aviva Life & Pensions UK Limited’s (Aviva’s) website crashed on two occasions whilst he was trying to do this. Mr C says this caused him inconvenience and upset ... (3 pages)View decision -
Decision Reference DRN-5080218
5 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5080218 The complaint Mr and Mrs B have complained that Advantage Insurance Company Limited (AIC) unfairly declined a claim under their home insurance policy for storm damage. What happened In December 2023 Mr and Mrs B made a claim to AIC for storm damage after they noticed water ... (3 pages)View decision -
Decision Reference DRN-4539499
5 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4539499 The complaint Mr P’s complaint is about a claim he made on his Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. Mr P says that Aviva treated him unfairly. All references to Aviva in this decision include their claims handlers, unless otherwise stated. Wha... (3 pages)View decision -
Decision Reference DRN-4894644
5 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4894644 The complaint Mr K complains about the way Barclays Bank UK PLC handled chargeback claims he raised. What happened Mr K booked holiday accommodation using his Barclays Bank debit card. Unfortunately, he was dissatisfied with the quality of the accommodation and on returning... (2 pages)View decision -
Decision Reference DRN-5001878
5 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5001878 The complaint Miss U complains about delays in esure Insurance Limited (esure) dealing with a claim under her motor insurance policy for damage to her vehicle following an accident. References to esure in this decision include their agents. What happened Miss U was involve... (4 pages)View decision
