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-4714326
15 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4714326 The complaint Mr K has complained that Metro Bank PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of several weeks in 2023, Mr K’s online banking was used to send around £45,000 from his Metro account to a cryptocurrenc... (3 pages)View decision -
Decision Reference DRN-4738227
15 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4738227 The complaint Mrs and Mr D complain that AWP P&C SA gave them wrong information about cancellation cover under their travel insurance policy. My references to AWP include its claim handling agents. Mrs and Mr D are both insured under the policy but as Mr D has led the claim... (4 pages)View decision -
Decision Reference DRN-4725981
15 Apr 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4725981 The complaint Miss G complains that she’s been unable to arrange a hob repair through her household protection policy. Miss G is also unhappy Domestic & General Insurance Plc (DGI) has ignored her request for email-only contact. What happened Miss G had a faulty cooker hob ... (3 pages)View decision -
Decision Reference DRN-4458274
15 Apr 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4458274 The complaint Miss S has complained about the way ALD Automotive Limited (ALD) administered a hire agreement she’d entered into when acquiring a car. What happened To summarise, Miss S entered into a hire agreement with ALD in April 2019 to acquire a new car. I understand the a... (3 pages)View decision -
Decision Reference DRN-4461392
15 Apr 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4461392 The complaint Miss C complains about a car she acquired with credit provided by Close Brothers Limited. What happened In March 2023 Miss C entered into a regulated conditional sale agreement with Close Brothers in respect of a used car. The car was eight years old, its mileage ... (2 pages)View decision -
Decision Reference DRN-4741157
15 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4741157 The complaint Mrs V is unhappy that Barclays Bank UK PLC applied payments that she made to her mortgage incorrectly. What happened Mrs V has a mortgage with Barclays that is in three parts. In February 2023, Mrs V made a payment to Barclays which covered all three parts of her ... (3 pages)View decision -
Decision Reference DRN-4728521
15 Apr 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4728521 The complaint Miss C complains about the service she’s received from Aviva Life & Pensions UK Limited regarding her permanent health insurance (PHI) policy. What happened Miss C took out a PHI policy in 1995. The policy was originally with Winterthur Life but is now owned b... (4 pages)View decision -
Decision Reference DRN-4718467
15 Apr 2024 Columbia Threadneedle Fund Management Limited Not upheldInvestmentsDRN-4718467 The complaint Mrs B complains about the service she received from Columbia Threadneedle Fund Management Limited (‘Columbia Fund’). In summary, she says: Columbia Fund closed the fund that she was invested in, leading to a large tax bill. It wouldn’t allow her to transfer her ... (4 pages)View decision -
Decision Reference DRN-4724098
15 Apr 2024 Extracover Limited UpheldInsuranceDRN-4724098 The complaint Mr P complains that Extracover Limited reduced his No Claims Discount (NCD) to zero years following a non-fault claim made on his commercial motor insurance policy. He’s also unhappy with its level of service. He wants a refund of his extra costs and compensation ... (3 pages)View decision -
Decision Reference DRN-4731149
15 Apr 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4731149 The complaint Mr A complains that Skrill Limited restricted access to his account, closed it without notice and failed to release his funds. He’d like the funds released. What happened Mr A had an account with Skrill. On 23 December 2021 Skrill started an audit of Mr A’s accoun... (3 pages)View decision
