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-4538468
22 Apr 2024 Vauxhall Finance plc UpheldConsumer CreditDRN-4538468 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Vauxhall Finance Plc was of an unsatisfactory quality. What happened In August 2020, Mr B was supplied with a new car through a conditional sale agreement with Vauxhall. He paid a d... (4 pages)View decision -
Decision Reference DRN-4432107
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4432107 The complaint Mr M, a sole trader, complains that National Westminster Bank Plc is unfairly holding him personally liable for a bounce back loan (“BBL”) that he applied for in the name of his limited company. What happened Mr M had held an active business current account with N... (3 pages)View decision -
Decision Reference DRN-4742528
22 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4742528 The complaint Mr S complains that AXA PPP Healthcare Limited has turned down a claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the k... (5 pages)View decision -
Decision Reference DRN-4710269
22 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710269 The complaint Mr D complains that although Barclays Bank UK PLC trading as Barclaycard upheld his complaint about irresponsible lending it has said information about his account will remain on his credit file until the outstanding balance has been fully repaid. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4756599
22 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4756599 The complaint Mr D is unhappy with the service he received from Metro Bank PLC surrounding a request he made to reverse a pending payment. What happened Mr D made a payment to a merchant from his Metro account. The following day, Mr D called Metro and explained that he’d decide... (3 pages)View decision -
Decision Reference DRN-4559938
22 Apr 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4559938 The complaint Mr R complains that American Express Services Europe Limited won’t refund him for an accommodation booking. What happened In November 2022 Mr R’s American Express Services Europe Limited credit card (Amex for short) was used to pay an introducer... (3 pages)View decision -
Decision Reference DRN-4721917
22 Apr 2024 Prudential Pensions Limited UpheldPensions and AnnuitiesDRN-4721917 The complaint Mr T’s complaint is that Prudential Pensions Limited (PPL) stopped sending him monthly portfolio statements in August 2022. When he called to query what had happened, he got through to a business I’ll refer to as business A. It told him it couldn’t locate his pens... (4 pages)View decision -
Decision Reference DRN-4718048
22 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4718048 The complaint Mrs O and Mr O complain that HSBC UK Bank Plc (HSBC) didn’t credit their reward points. What happened Mrs O and Mr O took part in HSBC’s Premier reward programme and as part of that, wanted to transfer their reward points to their British Airways account. On 19 De... (3 pages)View decision -
Decision Reference DRN-4702610
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4702610 The complaint Miss I is unhappy that Santander UK Plc won’t reimburse her for money she lost as a result of a scam. Miss I is being represented by a claims management company but for ease of reading I’ll only refer to Miss I below. What happened In June 2021 Miss I was research... (6 pages)View decision -
Decision Reference DRN-4756449
22 Apr 2024 The Baxendale Insurance Company dac Not upheldInsuranceDRN-4756449 The complaint Ms M complains that The Baxendale Insurance Company dac (Baxendale) only partly settled a claim she made under her transit and storage insurance policy. What happened Ms M purchased a transit and storage insurance policy to cover her contents when being stored and... (4 pages)View decision
