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 360982 results
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Decision Reference DRN-4457093
6 Feb 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4457093 The complaint Mrs W is unhappy that Moneybarn No.1 Limited terminated a conditional sale agreement she had with them, and that they are now looking to repossess the car they supplied to her under that agreement. What happened In June 2020, Mrs W was supplied with a used car thr... (4 pages)View decision -
Decision Reference DRN-4603888
6 Feb 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4603888 The complaint Miss F has complained that Tesco Underwriting Limited (Tesco) gave her incorrect information when it declined a claim under a home insurance policy. What happened Miss F contacted Tesco to make a claim for storm damage to her roof. Tesco sent a surveyor to assess ... (3 pages)View decision -
Decision Reference DRN-4451678
6 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4451678 The complaint Mr A complains National Westminster Bank Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr A has accounts including a NatWest account that he uses for his day to day spend. Mr A says he started speaking to someone in January 2023 ... (2 pages)View decision -
Decision Reference DRN-4603285
6 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4603285 The complaint Mr L complains that AXA PPP Healthcare Limited turned down his private medical insurance claim. What happened Mr L is covered under his employer’s group private medical insurance policy with AXA. In 2023 Mr L made a claim. He said his GP had referred him to a derm... (3 pages)View decision -
Decision Reference DRN-4590750
6 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4590750 The complaint Mrs L says NewDay Ltd, trading as John Lewis Credit Card, mis-handled her credit card account. She says it asked her to pay an outstanding balance on the account while failing to provide the account statements she’d requested. What happened Mrs L’s credit card acc... (2 pages)View decision -
Decision Reference DRN-4532058
6 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4532058 The complaint Mr M complains that when he tried to carry out a purchase online, Bank of Scotland plc trading as Halifax wouldn't authenticate his payment and then blocked his card. What happened In September 2023, Mr M tried to carry out a purchase online. He was given a f... (2 pages)View decision -
Decision Reference DRN-4346914
6 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4346914 The complaint Mr N has complained that Metro Bank PLC (“Metro Bank”) placed a restriction on his account, and then closed it without giving a reason why. What happened On 13 May 2023 Metro Bank froze Mr N’s account. Mr N called Metro Bank to understand what was happening with h... (3 pages)View decision -
Decision Reference DRN-4489596
6 Feb 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4489596 The complaint Mr K complains that Virgin Money Bank PLC lent to him irresponsibly and without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account refunded. What happened In May 2018 Virgin Money approved a... (2 pages)View decision -
Decision Reference DRN-4594355
6 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4594355 The complaint Mrs B and the estate of Mr B complain about Aviva Life & Pensions UK Limited’s decision to decline a claim under the critical illness benefit of Mr and Mrs B’s life insurance policy. What happened The details of this complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-4602933
6 Feb 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4602933 Complaint Mr H has complained that J D Williams & Company Limited (trading as “Premier Man”) irresponsibly provided him with a catalogue shopping account which had very high credit limits. Background This complaint is about a catalogue shopping account Premier Man initially... (4 pages)View decision
