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 355536 results
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Decision Reference DRN-4956537
2 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4956537 The complaint Mr and Mrs H complain that Barclays Bank UK PLC delayed in providing Mr H with access to their new mortgage account through online banking, which delayed large overpayments they made to their mortgage. Mr and Mrs H wanted Barclays to refund interest. What happe... (4 pages)View decision -
Decision Reference DRN-4956034
2 Sep 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4956034 The complaint Mr W’s complaint is about Amtrust Europe Limited’s rejection of a claim made under the legal expenses section of his home insurance. Amtrust is the underwriter of the legal expenses cover, i.e. the insurer. Part of this complaint concerns the actions of the ag... (4 pages)View decision -
Decision Reference DRN-4823899
2 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4823899 The complaint Mr L has complained that Haven Insurance Company Limited recorded an incident as a claim against him under his Taxi Insurance policy twice. He thinks this affected his no claim discount (NCD). He’s also unhappy that Haven decided he was 100% at fault for this i... (3 pages)View decision -
Decision Reference DRN-4996696
2 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4996696 The complaint Mr and Mrs M complain that U K Insurance Limited trading as Churchill Insurance (UKI) declined a claim made under their buildings insurance policy. Where I’ve referred to UKI, this also includes any actions by agents acting on their behalf. What happened In J... (4 pages)View decision -
Decision Reference DRN-4995093
2 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4995093 The complaint Mr and Mrs B have complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) have sought to limit their claim settlement following impact damage to one of the buildings on their property. What happened Mr and Mrs B made a claim und... (6 pages)View decision -
Decision Reference DRN-4996739
2 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4996739 The complaint Mr W complains about a personal loan Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance provided to him. He says he couldn’t afford the loan, and the repayments required made an already difficult financial situation worse. As the loan was agreed w... (4 pages)View decision -
Decision Reference DRN-4993700
2 Sep 2024 MBNA Limited UpheldBanking and PaymentsDRN-4993700 The complaint Miss V is complaining about MBNA Limited because she says it lent irresponsibly when increasing the credit limit on her credit card. What happened In 2011, Miss V opened a credit card account with MBNA. In September 2018, it increased the credit limit from £7,5... (7 pages)View decision -
Decision Reference DRN-4932406
2 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4932406 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) has lost money previously held in accounts in his name and is refusing to investigate. What happened Mr S held a current account and deposit account with Virgin. Around 2001, he received a... (2 pages)View decision -
Decision Reference DRN-4592124
2 Sep 2024 Western Union International Bank GmbH Not upheldBanking and PaymentsDRN-4592124 The complaint Mrs M complains that a payment she made to Western Union International Bank GmbH didn’t reach the intended account. What happened In September 2023, Mrs M opened an account with Western Union and sent some money to what she believed was her account abroad. The ... (4 pages)View decision -
Decision Reference DRN-4989474
2 Sep 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4989474 The complaint Mr H complains that the car he acquired through a hire purchase agreement with Zopa wasn’t of satisfactory quality. He wants the car collected and repaired and to be refunded the money he has paid for diagnostics. What happened Mr H entered into a hire purchase... (5 pages)View decision
