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 366763 results
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Decision Reference DRN-4688968
28 Mar 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4688968 The complaint Mr R says Vanquis Bank Limited unfairly recorded a default on his credit file in relation to a missed payment to his credit card account. What happened Briefly, Mr R missed a payment to his account while he was abroad. Vanquis tried to contact him to bring his acc... (2 pages)View decision -
Decision Reference DRN-4369991
28 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4369991 The complaint Mr B complains about the delays caused by Advantage Insurance Company Limited after he claimed on his car insurance policy. What happened Mr B was driving his car and involved in a car accident, there were no other parties involved in the accident. Mr B claimed on... (2 pages)View decision -
Decision Reference DRN-4714477
28 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4714477 The complaint Mr R held several pension arrangements with Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (SLAC). The one complained about is a policy started a number of years ago. What happened In February 2023 Mr R contacted SLAC. ... (7 pages)View decision -
Decision Reference DRN-4506916
28 Mar 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4506916 The complaint Mr and Mrs B complain that The Co-operative Bank Plc (‘the Co-op’) has not provided them with information requested in relation to a packaged bank account benefit. For ease, I’ll refer to all actions and comments as those of Mr B. What happened Mr B had a package... (3 pages)View decision -
Decision Reference DRN-4547629
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4547629 The complaint Mr A complains that Bank of Scotland plc closed his credit card account without providing him with sufficient notice. He’s also unhappy that he hasn’t received a response to his Subject Access Request. What happened Mr A held a credit card account with Bank of Sco... (2 pages)View decision -
Decision Reference DRN-4714349
28 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4714349 The complaint Mr J has complained about his motor insurer Ageas Insurance Limited regarding it avoiding his policy (treating it as though it had never existed) and, by association, declining his claim. He’s also unhappy that it kept his car and cancelled another policy for a di... (6 pages)View decision -
Decision Reference DRN-4582927
28 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4582927 Complaint Mr N is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he fell victim to an investment scam. Background In November 2022, Mr N fell victim to an investment scam. He’d noticed a post on a social media website that advertis... (3 pages)View decision -
Decision Reference DRN-4713983
28 Mar 2024 Bamboo Limited Not upheldConsumer CreditDRN-4713983 The complaint Mrs M complains Bamboo Limited trading as Bamboo Loans irresponsibly provided her with an unaffordable loan. What happened Mrs M was provided with a £3,000 loan by Bamboo in December 2017. The loan was repayable over 36 monthly instalments of around £146 and had a... (4 pages)View decision -
Decision Reference DRN-4450308
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4450308 The complaint Mr H complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In... (3 pages)View decision -
Decision Reference DRN-4520047
28 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4520047 The complaint Mr D, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2019 Mr D acquired a used car financed by a con... (3 pages)View decision
