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 354447 results
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Decision Reference DRN-5098001
16 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5098001 The complaint H is a limited company that complains about how Zempler Bank Limited treated it when they withheld funds that had been paid in. H says this caused stress, inconvenience, as well as losses and damage to the business. What happened During July 2024, a customer o... (3 pages)View decision -
Decision Reference DRN-5215082
16 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5215082 The complaint Mr H complains that Ageas Insurance Limited have unfairly declined his claim for storm damage to his property. What happened Mr H had a buildings insurance policy with Ageas. In January 2024 Mr H made a claim following Storm Henrik for damage to the roof of h... (3 pages)View decision -
Decision Reference DRN-5187792
16 Dec 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5187792 The complaint Miss L complains MBNA Limited failed to recover funds she paid for a package holiday, using her credit card. What happened Below details the series of events which has led to the complaint and the arguments raised by both parties. Miss L used her credit card t... (3 pages)View decision -
Decision Reference DRN-4765955
16 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4765955 The complaint Miss K complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money she paid to one of Barclays’ customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (2 pages)View decision -
Decision Reference DRN-5206805
16 Dec 2024 Lendable Ltd UpheldConsumer CreditDRN-5206805 The complaint Miss P is unhappy with a car she got using a hire purchase agreement from Lendable Ltd trading as Autolend. What happened Miss P acquired her car using a hire purchase agreement from Lendable on 1 June 2023 for £6,700. It had covered 66,643 miles and was around... (4 pages)View decision -
Decision Reference DRN-5161072
16 Dec 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5161072 The complaint Mr and Mrs K have complained about their mortgage they hold with Clydesdale Bank Plc trading as Virgin Money. What happened Mr and Mrs K hold an offset mortgage with Clydesdale that they’d taken out in 2005. The loan was set up on a repayment basis over a 19-ye... (4 pages)View decision -
Decision Reference DRN-4721489
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4721489 The complaint Ms H complains about Santander UK Plc. She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Ms H’s complaint has been referred to this service by a professional representative but for the sake of readability... (4 pages)View decision -
Decision Reference DRN-5174208
16 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5174208 The complaint Ms B complains that Zurich Insurance PLC unfairly declined her home insurance claim. Zurich is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Zurich has accepted it is accountable for the actions ... (4 pages)View decision -
Decision Reference DRN-5172443
16 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5172443 The complaint Mr M complains about the way esure Insurance Limited (esure) collected payment for his motor insurance premiums. What happened Mr M held an insurance policy with esure. In May 2024 they wrote to him following the end of the policy to advise there was an outsta... (3 pages)View decision -
Decision Reference DRN-5171874
16 Dec 2024 Elderbridge Limited Not upheldMortgagesDRN-5171874 The complaint Mr and Mrs O complain that they were irresponsibly lent a second charge mortgage (secured loan) because it was unaffordable for them. The loan is now with Elderbridge Limited. What happened In 2008 Mr and Mrs O approached a lender I’ll call B. They say that ini... (2 pages)View decision
