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 369227 results
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Decision Reference DRN-4783952
8 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4783952 The complaint Mrs A complains that Lloyds Bank PLC didn’t do enough to protect her from the financial harm caused by a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-4697073
8 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4697073 The complaint Mr W complains about the way AXA Insurance UK Plc (“AXA”) has handled a claim he made under his building insurance policy. Any reference to AXA in this decision includes its appointed agents. What happened Mr W contacted AXA in 2018 when he noticed flooding to the... (3 pages)View decision -
Decision Reference DRN-4660725
8 May 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4660725 The complaint Mr W’s complaint is about Toyota Financial Services (UK) PLC trading as Redline Financial Services’s response to dealing with problems he’s had with a car it supplied to him under a hire-purchase agreement. What happened In November 2022 Mr W entered into a hire-p... (3 pages)View decision -
Decision Reference DRN-4727383
8 May 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4727383 The complaint M, a limited company, complains that The Royal Bank of Scotland Plc froze its account while M was engaging with a business review. M has been represented in this complaint by one of its directors, Mr M. What happened In December 2022 RBS wrote to M to say that it ... (2 pages)View decision -
Decision Reference DRN-4665133
8 May 2024 Currencies Direct Financial Markets Limited Not upheldBanking and PaymentsDRN-4665133 The complaint Mr S complains about how Currencies Direct Financial Markets Limited (CD) dealt with an international transfer. What happened Mr S made a transfer of £30,000 to an account in Canada using CD. He says he used the correct details for the recipient but by 12 October ... (3 pages)View decision -
Decision Reference DRN-4679131
8 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4679131 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard blocked his card whilst he was abroad, leaving him unable to book a return flight. What happened Mr C holds a credit card account with Barclaycard. He contacted Barclaycard to let them know that he wo... (3 pages)View decision -
Decision Reference DRN-4778784
8 May 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4778784 The complaint Mr F complains about how Harvey & Thompson Limited (trading as H & T Pawnbrokers) dealt with his loan application, and about related issues. What happened In October 2022, Mr F visited a branch of H&T to apply for a loan. He brought with him two items ... (2 pages)View decision -
Decision Reference DRN-4767247
8 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4767247 The complaint Mr R complains about Accredited Insurance (Europe) Ltd’s handling of a claim made under his home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr R has a home insurance po... (12 pages)View decision -
Decision Reference DRN-4696345
8 May 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4696345 The complaint Mr L complains about how AXA PPP Healthcare Limited dealt with his private medical insurance claim and about the amount of policy premium it refunded when he cancelled the policy. What happened Mr L had private medical insurance with AXA PPP for many years. The re... (5 pages)View decision -
Decision Reference DRN-4681798
8 May 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-4681798 The complaint Ms F complains that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What... (3 pages)View decision
