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 366874 results
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Decision Reference DRN-4609272
26 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4609272 The complaint Mr A has complained that Shop Direct Finance Company Limited trading as Very (“SDF”) acted irresponsibly when it provided him with a catalogue shopping account in 2011 and increased its limit multiple times between then and 2022. Background Mr A opened a credit ac... (2 pages)View decision -
Decision Reference DRN-4705284
26 Mar 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4705284 The complaint Mrs S complains that NewDay Ltd trading as John Lewis Partnership (NewDay) is asking for identification documents she doesn’t have in order to apply for a credit card. What happened Mrs S has held and used a John Lewis Partnership (JLP) branded credit card for a n... (3 pages)View decision -
Decision Reference DRN-4448545
26 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4448545 The complaint Mrs K complains that Metro Bank PLC didn’t stop payments she sent from her bank account to her cryptocurrency wallet to then invest in a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts ... (2 pages)View decision -
Decision Reference DRN-4415923
26 Mar 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4415923 The complaint Miss G complains that Zopa Bank Limited are holding her to the terms of a loan that she didn’t apply for. 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 here. ... (4 pages)View decision -
Decision Reference DRN-4701635
26 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4701635 The complaint Miss M complains about damage she says was caused to her vehicle following its recovery after an attempted theft. Her complaint is against the insurer of her motor insurance policy, Watford Insurance Company Europe Limited (Watford). References to Watford in this ... (8 pages)View decision -
Decision Reference DRN-4331254
26 Mar 2024 Andrew Smith Not upheldInsuranceDRN-4331254 The complaint Mr V and Mrs V, trading as a company who I will refer to as A, have complained about the service they received from their loss assessor Andrew Smith trading as Citrus Funding (who I will refer to as ‘C’) in connection with their buildings insurance claim. C appoin... (5 pages)View decision -
Decision Reference DRN-4416155
26 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4416155 The complaint Miss G complains that National Westminster Bank Plc are holding her to the terms of a loan she says she didn’t apply for, that they allowed unauthorised payments from her account, failed to identify suspicious activity and kept her account blocked longer than they... (5 pages)View decision -
Decision Reference DRN-4489114
26 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4489114 The complaint Mr W complains TSB Bank plc (TSB) unfairly refused to refund direct debits he had cancelled. What happened Mr W says in December 2022 he cancelled his subscription with a TV and telecommunications provider (Y). Mr W says he contacted TSB in May 2023 as a number of... (2 pages)View decision -
Decision Reference DRN-4659175
26 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4659175 The complaint Mr D complains about Aviva Insurance Limited withdrawing cover under his legal expenses insurance policy. Where I refer to Aviva, I include the agents who handled Mr D’s claim on their behalf. What happened Mr D had legal expenses insurance (LEI) with Aviva. In Ju... (5 pages)View decision -
Decision Reference DRN-4517707
26 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4517707 The complaint Mr M is complaining about HSBC UK Bank Plc following a series of events that led to his debt being sold to a debt collection company. He believes this happened because HSBC didn’t update his address when he moved and he’s concerned the amount has increased signifi... (3 pages)View decision
