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 364862 results
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Decision Reference DRN-4350691
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4350691 The complaint Mr R complains that he’s being pursued by a debt collection agency for his credit card debt from Barclays Bank UK PLC which he thought had been written off. What happened Mr R had a credit card with Barclays. In 2021 he was in some financial hardship and contacted... (3 pages)View decision -
Decision Reference DRN-4607086
9 Feb 2024 Zurich Assurance Ltd UpheldInvestmentsDRN-4607086 The complaint Mrs P complains about a recommendation from Zurich Assurance Ltd (“Zurich”) to take out a Maximum Investment Plan (“MIP”). Mrs P says she was only looking to save and didn’t need or want the life cover included in the plan. She also complains that Zurich didn’t re... (7 pages)View decision -
Decision Reference DRN-4538494
9 Feb 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4538494 The complaint Mr K has complained about the quality of a car he acquired under a hire purchase agreement with Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”). What happened The circumstances of the complaint are well known so I’m not going to go over eve... (4 pages)View decision -
Decision Reference DRN-4532043
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4532043 The complaint Mr and Mrs H complain that Barclays Bank UK PLC lost a ‘Barclaysafe wallet’ that it had been holding for them. Mr and Mrs H want Barclays to compensate them for the monthly fees they paid together with the distress caused by the loss. What happened Mr and Mrs H ha... (2 pages)View decision -
Decision Reference DRN-4110245
9 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4110245 The complaint Mr C complains that HSBC UK Bank Plc did not refund two transactions that he says he did not carry out himself. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr C raised a fraud... (3 pages)View decision -
Decision Reference DRN-4611896
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4611896 The complaint Miss G is unhappy with the way Aviva Insurance Limited (Aviva) handled her motor insurance claim, and with the service they provided overall. What happened In May 2023, Miss G was involved in an accident which caused damage to her vehicle. She made a claim under h... (4 pages)View decision -
Decision Reference DRN-4520977
9 Feb 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4520977 The complaint Mr M complains that ClearBank Limited won’t refund the full amount of money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here... (3 pages)View decision -
Decision Reference DRN-4611615
9 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4611615 The complaint Mr A complains Barclays Bank UK PLC unfairly closed his accounts. Specifically, he says by closing his credit card account a car insurance payment wasn’t paid. He wants compensation for the additional expense, distress, and inconvenience he experienced. What happe... (3 pages)View decision -
Decision Reference DRN-4572195
9 Feb 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4572195 The complaint Mrs B and Mr B complain that Zurich Assurance Ltd avoided their life and critical illness policy and refused to pay a claim. What happened In brief summary, in February 2021, Mrs B and Mr B took out joint decreasing term life assurance and critical illness cover w... (4 pages)View decision -
Decision Reference DRN-4612024
9 Feb 2024 National Westminster Bank Plc UpheldMortgagesDRN-4612024 The complaint Miss T and Mr W complain that National Westminster Bank Plc didn’t act on the comments provided by the surveyor when they purchased their property in 2019. They said that this has made the property unmortgageable and this has trapped them into the property and th... (6 pages)View decision
