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 367300 results
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Decision Reference DRN-5203518
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5203518 The complaint Mr S is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from falling victim to a scam – and hasn’t reimbursed him for the full amount of the payments he made to the scam after he reported it. The complaint is brought on Mr S’s behalf by a ... (3 pages)View decision -
Decision Reference DRN-5374672
12 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5374672 The complaint Mrs L has complained about a transfer of their Zurich Assurance Ltd personal pension to a small self-administered scheme (“SSAS”) in 2014. Mrs L’s SSAS was subsequently used to invest in commercial property overseas through The Resort Group (‘TRG’). The investm... (18 pages)View decision -
Decision Reference DRN-5389247
12 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5389247 The complaint Mr W complains that Sainsbury’s Bank Plc’s strong customer authentication (SCA) process unfairly prevented him from using his credit card account. What happened I issued a provisional decision setting out what happened and what I thought about the complaint. I’... (4 pages)View decision -
Decision Reference DRN-5186748
12 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186748 The complaint Mr A complains that American Express Services Europe Limited (Amex) unreasonably suspended and then closed his credit card account and demanded repayment in full. He says they tried to coerce him in to making a false and defamatory statement. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5186764
12 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186764 The complaint G, a limited company, complains that American Express Services Europe Limited (Amex) unreasonably suspended and then closed their credit card account and demanded repayment in full. G is represented by a director, Mr A. What happened G held a credit card acco... (3 pages)View decision -
Decision Reference DRN-5272508
12 Mar 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5272508 The complaint Miss K complains that the car she financed through a hire purchase agreement with MotoNovo Finance Limited was mis-sold. She wants to return the car and have her payments refunded along with compensation for the costs she has incurred while not being able to us... (4 pages)View decision -
Decision Reference DRN-5359436
12 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5359436 The complaint Ms J complains about how Royal & Sun Alliance Insurance Limited (‘RSA’) have responded to her buildings insurance claim. As RSA are responsible for the actions of their appointed agents, any reference to RSA in my decision should also be interpreted as cove... (3 pages)View decision -
Decision Reference DRN-5268311
12 Mar 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5268311 The complaint Mr H is unhappy with the service he received from AXA PPP Healthcare Limited, including the way it handled a claim made under his private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5086175
12 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5086175 The complaint Mr L has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (SMFL). What happened SMFL supplied Mr L with a used car on a hire purchase agreement in July 2022. The cash price of the car was around £7,200 and it had co... (5 pages)View decision -
Decision Reference DRN-5392014
12 Mar 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5392014 The complaint Mr M complains that Northern Bank Limited trading as Danske Bank didn’t honour a current account switch offer and that the service he received when he contacted it about the matter was poor. What happened Danske Bank was offering a £200 incentive payment to cu... (3 pages)View decision
