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 364862 results
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Decision Reference DRN-4517086
25 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4517086 The complaint The estate of Mr C says The Co-operative Bank Plc (‘Co-op’) has unfairly declined a claim it made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In 2013, Mr C and his wife, Mrs C, paid £4,896 to buy a holiday club membership from a company... (3 pages)View decision -
Decision Reference DRN-4635275
25 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4635275 The complaint A company which I’ll refer to as ‘H’ complains that Metro Bank Plc behaved unreasonably when it didn’t honour a cheque they’d issued. The complaint is brought on H’s behalf by one of their directors, Mrs N. Mrs N is represented by Mr N, but for ease I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-4613794
25 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4613794 The complaint Mr J complains that Barclays Bank UK PLC incorrectly reported mortgage arrears to the credit reference agencies. He says this resulted in another lender declining his request to extend a mortgage offer at the same interest rate. Mr J asks for compensation for his ... (3 pages)View decision -
Decision Reference DRN-4667534
25 Mar 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4667534 The complaint Ms K complains that Atlanta Insurance Intermediaries Limited (Atlanta) failed to cancel her home buildings insurance policy resulting in her paying for duplicate cover. What happened Mrs K says she received renewal information from Atlanta in 2022. She called to a... (3 pages)View decision -
Decision Reference DRN-4527009
25 Mar 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4527009 The complaint Miss A complains that Advantage Insurance Company Limited unfairly cancelled her car insurance policy. Miss A is represented on this complaint but, for ease of reading, I’ve referred to Miss A throughout. What happened Miss A bought a telematics car insurance poli... (2 pages)View decision -
Decision Reference DRN-4631205
25 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4631205 The complaint X complains about UK Insurance Limited (UKI) who declined his claim under his home insurance policy. Reference to X includes his agents. What happened The background of this complaint is well known to both parties, so I won’t outline them in full, but highlight th... (4 pages)View decision -
Decision Reference DRN-4535857
25 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4535857 The complaint Mr R and Mrs R complain that they couldn’t make a payment from their account with Nationwide Building Society (‘NW’). What happened Mr R and Mrs R received a credit of £87,005.55 into their NW account on 3 July 2023. They wanted to send it, plus further monies to ... (3 pages)View decision -
Decision Reference DRN-4685075
25 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4685075 The complaint Mrs I complains Moneybarn No.1 Limited (Moneybarn) irresponsibly entered into a conditional sale agreement because it didn’t carry out reasonable and proportionate checks to ensure the agreement was affordable for her. What happened Mrs I entered into a conditiona... (4 pages)View decision -
Decision Reference DRN-4690078
25 Mar 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4690078 The complaint A limited company, which I’ll refer to as B, complains that Metro Bank PLC’s poor communications about its bounce back loan (”BBL”) led to the loan being put into default. B is represented by one of its directors, Mr W. What happened B took out a £40,000 BBL with ... (4 pages)View decision -
Decision Reference DRN-4703137
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4703137 The complaint Mrs C is unhappy that Barclays Bank UK PLC didn’t return an ISA transfer that hadn’t been received by them correctly, back to the ISA held with another provider from whence it came. What happened On 25 February 2023, Mrs C endeavoured to transfer £40,000 from an I... (3 pages)View decision