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-4547842
15 Apr 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4547842 The complaint Miss W and Mr W complain that Miss W has been unable to get Lloyds Bank PLC to apply a new fixed interest rate to her mortgage in the past. Miss W has recently secured a new rate for the mortgage, but says she should have been accepted for a new rate some years ag... (3 pages)View decision -
Decision Reference DRN-4674408
15 Apr 2024 American International Group UK Limited Not upheldInsuranceDRN-4674408 The complaint Mrs M and Mr M are unhappy a replacement device provided through a phone and gadget warranty underwritten by American International Group UK Limited (AIG) developed cracks to its screen. They want AIG to cover the cost of repairs and reinstate the 2-year warranty.... (2 pages)View decision -
Decision Reference DRN-4572911
15 Apr 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4572911 The complaint Mr S complains that J D Williams & Company Limited, (“J D Williams”), lent to him irresponsibly. What happened Mr S applied for a shopping account with J D Williams in November 2017. He was accepted and given a credit limit of £125. Mr S didn’t use his shoppin... (3 pages)View decision -
Decision Reference DRN-4712519
15 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4712519 The complaint Mrs P complains that AXA Insurance UK Plc didn’t repair all of her car’s damage after she made a claim on her motor insurance policy. She wants it to pay for all the car’s repairs. What happened Mrs P was involved in a collision with another car at a roundabout. S... (2 pages)View decision -
Decision Reference DRN-4717124
15 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4717124 The complaint Mr A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr A was told by Starling that they were closing his account. They also lodged a fraud-related marker on his record wi... (2 pages)View decision -
Decision Reference DRN-4692250
15 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4692250 The complaint Mr A has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2022 Mr A was told by Metro that they were closing his account. They also lodged a fraud- related marker on his record with CIFAS.... (2 pages)View decision -
Decision Reference DRN-4579109
15 Apr 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4579109 The complaint Mrs P complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF), acted unfairly and unreasonably by refusing to pay her claim under Section 75 of the Consumer Credit Act 1974 (CCA) in relation to a loan she took out to pay for... (4 pages)View decision -
Decision Reference DRN-4727886
15 Apr 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4727886 The complaint Miss I has complained Telefonica UK Limited, trading as O2, is asking her to repay a debt for an iPhone, through their credit collection agents, which she has already paid. What happened In October 2021 Miss I took out a credit agreement for an iPhone 13. She ende... (2 pages)View decision -
Decision Reference DRN-4648356
15 Apr 2024 Wakam Not upheldInsuranceDRN-4648356 The complaint Miss M has complained that Wakam has unfairly declined a claim under a home insurance policy. References to Wakam include companies acting on its behalf. What happened Miss M contacted Wakam to claim for water damage to her home. Wakam sent a loss adjuster, who as... (2 pages)View decision -
Decision Reference DRN-4717028
15 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4717028 The complaint Mr A has complained Bank of Scotland plc, trading as Halifax, have allowed fraud to continue to happen on his bank account. What happened Mr A noticed two instances of fraud on his account in March 2023. £200 was refunded to him. In May Mr A realised an unknown pe... (2 pages)View decision
