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-4562027
30 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4562027 The complaint Mrs G complains that Lloyds Bank PLC won’t refund a payment she made using her credit card. What happened In February 2021, Mrs G paid £1,320 on her Lloyds credit card as part payment towards a kitchen to be supplied and fitted by a merchant. The total cost of ... (2 pages)View decision -
Decision Reference DRN-4993886
30 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4993886 Complaint Mr A is unhappy that Wise Payments Limited didn’t reimburse him after he fell victim to a scam. Background The background to this case is well known to the parties, so I only intend to set out a summary here. Mr A had been applying for work online. He was contacted... (3 pages)View decision -
Decision Reference DRN-4934418
30 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4934418 The complaint Mr R is unhappy with how U K Insurance Limited (“UKI”) dealt with a legal expenses insurance claim that he made. UKI uses a claims handler to deal with any claims made against the policy. Any reference I make to UKI is intended to include the actions of this ag... (4 pages)View decision -
Decision Reference DRN-4974915
30 Aug 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4974915 The complaint Mr and Mrs M complain about a lack of understanding and harassment from Barclays Bank UK PLC whilst they’ve been undergoing financial difficulties and Mrs M has been unwell and undergoing treatment. and fees being added to the mortgage. What happened Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-4989952
30 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4989952 The complaint Miss P complains about the handling of a claim made against her commercial buildings insurance policy by Aviva Insurance Limited. Aviva are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Avi... (3 pages)View decision -
Decision Reference DRN-4745337
30 Aug 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4745337 The complaint Mr and Mrs H’s complaint is about their mortgage account held with Barclays Bank UK PLC. They are unhappy that Barclays made errors in the allocation of overpayments when a remortgage was taking place. What happened I do not need to set out the full background... (3 pages)View decision -
Decision Reference DRN-4927888
30 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4927888 The complaint Mr I and Miss P complain about the settlement offered by Admiral Insurance (Gibraltar) Limited in response to their claim for a lost ring. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. M... (3 pages)View decision -
Decision Reference DRN-4589466
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4589466 The complaint Mr J complains that Santander UK Plc won’t refund him his money for a training course. What happened In October 2023 Mr J used his Santander credit card to pay over £1000 for an online trading course. He says he was persuaded into it and suffers from... (4 pages)View decision -
Decision Reference DRN-4973527
30 Aug 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4973527 The complaint Ms W is unhappy with American Express Services Europe Limited’s (AESEL) response to a claim she made under s.75 Consumer Credit Act 1974 (“s.75”) What happened In June 2022 Ms W bought an item of furniture online from a supplier I’ll call V. The item cost £349.... (5 pages)View decision -
Decision Reference DRN-4993774
30 Aug 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4993774 The complaint Miss M complains about how MBNA Limited handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Miss M is unhappy with a hotel b... (5 pages)View decision
