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 342371 results
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Decision Reference DRN-4812573
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4812573 The complaint Mr and Mrs T have complained that Barclays Bank UK PLC made their Foreign Currency Account dormant whilst there was still a large balance in the account. Mr and Mrs T don’t believe that enough was done to notify them that their account was due to become dormant. T... (4 pages)View decision -
Decision Reference DRN-4652272
5 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4652272 The complaint Miss P complains that a car acquired under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) wasn’t of satisfactory quality when it was supplied to her. What happened In February 2023, Miss P acquired a used car from a dealership (D). She p... (4 pages)View decision -
Decision Reference DRN-4717134
5 Jul 2024 Macsen Wealth Management Ltd UpheldPensions and AnnuitiesDRN-4717134 The complaint Mr R has complained that Macsen Wealth Management Ltd (Macsen) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he isn’t owed any compensation, de... (6 pages)View decision -
Decision Reference DRN-4865478
5 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4865478 The complaint Mr R complains that proposed compensation is insufficient redress after Barclays Bank UK PLC admitted providing poor service to Mr R as follows: in relation to an account upgrade which resulted in him not being able to use his existing debit card abroad, and whe... (4 pages)View decision -
Decision Reference DRN-4782336
5 Jul 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4782336 The complaint Mr P complains about Aviva Life & Pensions UK Limited (Aviva) management of his pension. What happened Mr P said that Aviva froze and locked his pension and didn’t request premiums for November and December 2023. It eventually requested the missing contributio... (3 pages)View decision -
Decision Reference DRN-4744256
5 Jul 2024 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-4744256 The complaint Mr V has complained that the broker Acorn Insurance & Financial Services Ltd failed to explain what was happening to his car insurance policy after the insurer settled a claim as a total loss. Mr V’s father has assisted in this matter. For ease, I’ve referred ... (3 pages)View decision -
Decision Reference DRN-4724545
5 Jul 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4724545 The complaint Mrs C complains that Tesco Personal Finance PLC trading as Tesco Bank made a mistake with her credit card account. What happened Mrs C held a credit card account with Tesco Bank. She requested the closure of her account in November 2023 and understood that there w... (2 pages)View decision -
Decision Reference DRN-4892000
5 Jul 2024 Western Circle Ltd Not upheldConsumer CreditDRN-4892000 The complaint Miss E has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave her loans which she couldn’t afford to repay. What happened A summary of Miss E’s borrowing can be found below. loan number loan amount agreement date repayment date number of mo... (4 pages)View decision -
Decision Reference DRN-4839803
5 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4839803 The complaint Mr P’s complaint is about a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Mr P says RSA treated him unfairly. All references to RSA include their claims handlers. What happened The history of this complain... (3 pages)View decision -
Decision Reference DRN-4865853
5 Jul 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4865853 The complaint Mrs C complains that Shop Direct Finance Company Limited (“Shop Direct”), trading as Very, irresponsibly granted her a catalogue shopping account she couldn’t afford to repay. What happened In September 2019 Mrs C entered into an agreement with Shop Direct to have... (3 pages)View decision