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-4704561
25 Mar 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4704561 The complaint Mrs M has complained about the way Home Retail Group Card Services Limited trading as Argos Card (“Argos”) administered a store card account she has with it. What happened The circumstances of the complaint are well known to the parties and have spanned some time.... (4 pages)View decision -
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
