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 360264 results
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Decision Reference DRN-5128575
27 Nov 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5128575 The complaint Mr A complains that American Express Services Europe Limited trading as American Express (Amex) closed his credit card without warning. What happened Mr A held a credit card with Amex but hadn’t used it for 12 months. Amex issued a credit card statement on 15 ... (3 pages)View decision -
Decision Reference DRN-5006638
27 Nov 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5006638 The complaint Miss R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In March 2023 Miss R entered into a two-year fixed sum loan agreem... (4 pages)View decision -
Decision Reference DRN-4995672
27 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4995672 The complaint Ms B complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) incorrectly recorded a claim on the Claims and Underwriting Exchange (CUE) database, relating to her home buildings insurance policy. What happened Ms B says she was arranging her current ins... (3 pages)View decision -
Decision Reference DRN-5174541
27 Nov 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5174541 The complaint Mr W has complained about the way Casualty & General Insurance Company (Europe) Ltd (‘CGIC’) dealt with a claim he made on the pet insurance policy he has for his dog, M. What happened Mr W’s policy with CGIC started in January 2022. In December 2023 he su... (6 pages)View decision -
Decision Reference DRN-5155859
27 Nov 2024 Al Rayan Bank PLC UpheldBanking and PaymentsDRN-5155859 The complaint Mr H is unhappy that Al Rayan Bank PLC didn’t apply profit to his account deposit. What happened Mr H opened a one-year fixed term deposit (“FTD”) with Al Rayan which paid an estimated 5.20% annual profit. In his application, Mr H stated that he intended to inv... (3 pages)View decision -
Decision Reference DRN-4972211
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4972211 The complaint Mr C, via a representative, complains that National Westminster Bank Plc (“NatWest”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everythi... (3 pages)View decision -
Decision Reference DRN-4930818
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4930818 The complaint Mr C, via a representative, complains that Barclays Bank UK PLC (“Barclays”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again... (2 pages)View decision -
Decision Reference DRN-4798529
27 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4798529 The complaint Mr S complains that Santander UK Plc won’t reimburse him after he fell victim to an investment scam. What happened Mr S has explained that he was introduced to an investment opportunity by a friend, who was already signed up to the opportunity in question and m... (4 pages)View decision -
Decision Reference DRN-4953288
27 Nov 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4953288 The complaint Mr C is unhappy that a car supplied to him under a hire purchase agreement with Advantage Finance Ltd (“Advantage”) was of an unsatisfactory quality. When I refer to what Mr C has said and what Advantage has said, it should also be taken to include things said... (4 pages)View decision -
Decision Reference DRN-4727487
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4727487 The complaint Mr N complains National Westminster Bank Plc (“NatWest”) won’t refund all the money he paid towards a holiday after he experienced an issue with the accommodation booked. What happened On 24 December 2023, Mr N booked a packaged holiday through a travel company... (3 pages)View decision
