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 362715 results
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Decision Reference DRN-4490055
2 Feb 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4490055 The complaint Mr W says when he made a claim on his motor insurance policy Advantage Insurance Company Limited made the wrong decision about his liability for an accident. What happened Mr W wanted to turn right out of a car park. There was a queue of cars in the road directly ... (2 pages)View decision -
Decision Reference DRN-4436290
2 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4436290 The complaint Mr V complains Barclays Bank UK PLC trading as Barclaycard mis-advised him about a promotional offer on a new credit card. What happened In June 2023 Mr V called Barclays to ask about a loan. Instead, it was suggested he apply for a Platinum credit card with Barcl... (2 pages)View decision -
Decision Reference DRN-4508104
2 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4508104 The complaint Miss A has complained Monzo Bank Ltd added a fraud-related marker in her name to the industry fraud database, CIFAS. What happened In January 2021 Monzo closed Miss A’s account. They’d been made aware her account had received funds that weren’t hers in the amounts... (3 pages)View decision -
Decision Reference DRN-4595640
2 Feb 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4595640 The complaint Mr T complains that poor service provided by Prudential Assurance Company Limited delayed the transfer of his pension plan to another provider, leading to a financial loss. What happened Mr T had a Section 32 plan, a type of guaranteed annuity contract, with Prude... (7 pages)View decision -
Decision Reference DRN-4584336
2 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4584336 The complaint Mr O is unhappy with Lloyds Bank PLC as it hasn’t refunded him money he says he lost to a scam. What happened Mr O wanted to buy a second-hand car and found one he liked online. He made enquiries about it with the dealer and agreed a purchase price. Mr O paid a de... (2 pages)View decision -
Decision Reference DRN-4520098
2 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4520098 The complaint Mr M complains that Aviva Insurance Limited failed to deal with a home emergency claim quickly enough to prevent further and unnecessary damage to his property. What happened The background to this complaint is well known to both parties, so I’ll provide only a br... (4 pages)View decision -
Decision Reference DRN-4597873
2 Feb 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4597873 The complaint Mr G complains Tesco Personal Finance PLC trading as Tesco Bank turned him down for a credit card account despite saying he was pre-approved. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the ... (3 pages)View decision -
Decision Reference DRN-4571432
2 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4571432 The complaint Mr and Mrs A are unhappy that Aviva Insurance Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs A missed their flight due to traffic congestion and queues at security. They claimed for around £1100 towards replacement fl... (3 pages)View decision -
Decision Reference DRN-4511355
2 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4511355 The complaint Mr F complains NewDay Limited trading as Fluid incorrectly blocked his credit card. He also complained they’ve ignored his subsequent complaint about this. What happened Mr F has said in late January / early February he wrote to all financial institutions asking t... (3 pages)View decision -
Decision Reference DRN-4435209
2 Feb 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-4435209 The complaint Mr M complains Bank of Ireland (UK) Plc trading as Post Office Financial Services (PO) are using their representative annual percentage rate (APR) on loans incorrectly. What happened Mr M applied for a personal loan of £20,000 with PO at an advertised representati... (2 pages)View decision
