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 362716 results
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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 -
Decision Reference DRN-4568439
6 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4568439 The complaint Mrs N complains about AXA Insurance UK Plc’s handling of a claim she made under her home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for ... (4 pages)View decision -
Decision Reference DRN-4603503
6 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4603503 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank (Tesco) lent to him irresponsibly. What happened Mr B applied for a credit card from Tesco in February 2019, and it was agreed with a limit of £250. Mr B then asked for two increases in limit, ... (4 pages)View decision -
Decision Reference DRN-4349951
6 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4349951 The complaint Mr S and Mrs P complain about the decision by U K Insurance Limited (‘UKI’) to repudiate their claim made under a commercial insurance policy. UKI are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents... (3 pages)View decision -
Decision Reference DRN-4463983
6 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4463983 The complaint Mr R has complained about the fact that Admiral Insurance (Gibraltar) Limited has refused to deal with his claim under his motor policy. Mr R is represented by his wife. However, I shall just refer to Mr R throughout for ease of reference. What happened Mr R was i... (4 pages)View decision -
Decision Reference DRN-4603320
6 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4603320 The complaint Mr H complains that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties. I’ve discussed the circumstances and the outcome with HSBC and Mr H already. And so I’m only summ... (3 pages)View decision -
Decision Reference DRN-4526226
6 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4526226 The complaint Mrs M complains, as representative for the estate of the late Mrs B, that Bank of Scotland plc trading as Halifax won’t let her to cash a banker’s draft belonging to Mrs B. She would like Halifax to honour the payment. What happened The details of this complaint a... (2 pages)View decision
