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-5089759
18 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5089759 The complaint Ms C complains that Vanquis Bank Limited (Vanquis) were unreasonable to close her account and report adverse information to her credit file. She says they should allow her to re-open the account. What happened Ms C entered into a credit card agreement with Vanq... (2 pages)View decision -
Decision Reference DRN-4902890
18 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4902890 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, failed to cancel his ISA which led to his incurring a penalty. He also complained that a compensation payment took his ISA over its annual contribution limit. What happened Mr C said he called Halifa... (3 pages)View decision -
Decision Reference DRN-5112680
18 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5112680 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited wouldn’t repair all the damage caused to his car when he made a claim on his motor insurance policy and that it asked him to pay his policy excess when the accident wasn’t his fault. What happened Mr C ... (2 pages)View decision -
Decision Reference DRN-5145876
18 Nov 2024 Experian Limited UpheldConsumer CreditDRN-5145876 The complaint Miss B is unhappy Experian Limited are refusing to speak to her over the phone about issues she has with her credit file. What happened Miss B has been trying to reach Experian about incorrect information on her credit file. Miss B says Experian have told her ... (5 pages)View decision -
Decision Reference DRN-5113501
18 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5113501 The complaint Mrs G is unhappy that Lloyds Bank PLC didn’t correct an incorrect interest calculation she made when in branch to open a savings account. What happened Mrs G opened a twelve-month fixed-term savings accounts with Lloyds during an in-branch appointment. The sav... (3 pages)View decision -
Decision Reference DRN-4964668
18 Nov 2024 Handelsbanken plc Not upheldMortgagesDRN-4964668 The complaint This complaint is about two loans Mrs and Mr S hold, secured by a mortgage with Handelsbanken plc. The essence of the complaint is that Mrs and Mr S believe Handelsbanken mis-sold the loan to them by misrepresenting the interest rates that would apply and then... (7 pages)View decision -
Decision Reference DRN-4871624
18 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4871624 The complaint An organisation, which I will refer to as W, complains that Barclays Bank UK Plc wrongly closed its bank account. W is represented by its treasurer, Mr H. What happened Mr H told us: Barclays closed W’s account on 23 October 2023. W became aware of that cl... (3 pages)View decision -
Decision Reference DRN-4628207
18 Nov 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4628207 The complaint Mr M has complained Bank of Ireland (UK) plc did nothing to intervene and stop payments he made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Mr M became aware of investment opportunities through social media and got in ... (3 pages)View decision -
Decision Reference DRN-5117862
18 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5117862 The complaint Mr O has complained about U K Insurance Limited’s (UKI) decision to decline his claim under his home insurance policy for damage to his home. What happened Mr O made a claim under his policy in 2019 after the kitchen floor in his home appeared to have sunk and ... (3 pages)View decision -
Decision Reference DRN-5152851
18 Nov 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5152851 The complaint Mr L complains about the quality of a car supplied on hire purchase by CA AUTO FINANCE UK LTD (‘CAAF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving d... (4 pages)View decision
