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 347829 results
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Decision Reference DRN-4863107
27 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-4863107 The complaint Mr T complains Ageas Insurance Limited (Ageas) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. What happened Mr T’s car was involved in an incident In March 2024, and it was classed as a total loss. Ageas in... (3 pages)View decision -
Decision Reference DRN-4898943
27 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4898943 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (8 pages)View decision -
Decision Reference DRN-4928809
27 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4928809 The complaint Mrs W complains because she says Aviva Life & Pensions UK Limited failed to act on her request to cancel an Aviva Protection Account life assurance policy. What happened In February 2011, Mrs W took out a Protection Account policy, which provided life cove... (3 pages)View decision -
Decision Reference DRN-4994721
27 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4994721 The complaint Mr M complains that NewDay Ltd trading as Aqua (NewDay) didn’t sufficiently check whether he could sustain the repayments when opening his credit card account. And providing him with subsequent credit limit increases. In bringing his complaint Mr M is represen... (3 pages)View decision -
Decision Reference DRN-5047214
27 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5047214 The complaint The trustees of a trust, which I will call T (or simply the trust), complain that Barclays Bank UK Plc wrongly closed the trust’s bank account. What happened The trustees told us: The trust’s Barclays bank account was opened in the early 1980s, and operated... (5 pages)View decision -
Decision Reference DRN-4762957
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4762957 The complaint Mr B complains that Barclays Bank UK PLC refused to raise a claim under the Direct Debit Guarantee Scheme. 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 h... (2 pages)View decision -
Decision Reference DRN-5048161
27 Sep 2024 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-5048161 The complaint Mr H complains Cabot Credit Management Group Limited (Cabot) incorrectly linked him to another individual who had a credit card and a current account which were in default. They reported this information on Mr H’s credit file in error which has caused him signi... (6 pages)View decision -
Decision Reference DRN-4948855
27 Sep 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4948855 The complaint Mr B complains that information provided by Skipton Building Society led him to open an account he didn’t want. What happened In July 2023, Mr B opened what he thought was a new ISA account via his Skipton app. Mr B deposited money into the account each month, ... (3 pages)View decision -
Decision Reference DRN-5017341
27 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5017341 The complaint Mrs M complains that HSBC UK Bank Plc (‘HSBC’) should pay her more compensation, after admitting it provided poor service when she wanted to amend payment details on her account. What happened Mrs M phoned HSBC in April 2024 to make changes to payee informatio... (3 pages)View decision -
Decision Reference DRN-4634819
27 Sep 2024 Klarna Bank AB (publ) UpheldConsumer CreditDRN-4634819 The complaint Ms M complains that Klarna Bank AB (publ) continued to take monthly direct debit payments for a mobile phone she had bought on finance after she returned it. What happened In January 2018 Ms M entered into a regulated fixed sum loan agreement with Close Brother... (3 pages)View decision
