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 359538 results
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Decision Reference DRN-4563432
14 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4563432 The complaint A complains that Barclays Bank UK PLC closed its account without notice or reason. It would like the account reopened. A is represented by its director Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only prov... (4 pages)View decision -
Decision Reference DRN-4600989
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4600989 The complaint Mrs C has complained that Aviva Insurance Limited declined to meet a claim made under a group private medical insurance policy. What happened The background to this matter is well known to the parties so I won’t repeat it in detail here. In summary Mrs C complaine... (2 pages)View decision -
Decision Reference DRN-4475928
14 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4475928 The complaint Mr H says The Royal Bank of Scotland Plc irresponsibly lent to him. What happened Mr H opened a credit card with RBS on 22 June 2002. The opening limit was £1,500 and a number of limit increases took his available credit on the card to £6,400 by February 2005. The... (2 pages)View decision -
Decision Reference DRN-4591861
14 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4591861 The complaint Mr N complains that Bank of Scotland plc (“BOS”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has explained that in Septemb... (3 pages)View decision -
Decision Reference DRN-4582711
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4582711 The complaint Ms P complains about how Aviva Insurance Limited handled her claim against her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Ms P has had privat... (5 pages)View decision -
Decision Reference DRN-4587348
14 Feb 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4587348 The complaint Mr K complains about how Tesco Underwriting Limited (“Tesco”) valued his car and then made a deduction following a claim under his car insurance policy. What happened Mr K had a motor insurance policy with Tesco covering his car. In August 2023 his car was damaged... (2 pages)View decision -
Decision Reference DRN-4369987
14 Feb 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4369987 The complaint Mr H complains about a motor finance agreement he had with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera Financial Services). Mr H is unhappy about the way Alphera Financial Services dealt with his settlement requests and he be... (3 pages)View decision -
Decision Reference DRN-4468616
14 Feb 2024 Next Retail Limited UpheldConsumer CreditDRN-4468616 The complaint Ms P is complaining about Next Retail Limited because she says it shouldn’t have given her a store card and increased her limit on a number of occasions. She says the credit was unaffordable. What happened In 2017, Ms P opened a store card with Next with a limit o... (5 pages)View decision -
Decision Reference DRN-4621938
14 Feb 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4621938 The complaint Miss H complains that Shop Direct Finance Company Limited trading as very, irresponsibly gave her a running account credit agreement she couldn’t afford. What happened In 2014, Miss H applied for a catalogue shopping account with Shop Direct. She was given an init... (2 pages)View decision -
Decision Reference DRN-4283930
14 Feb 2024 Connells Limited Not upheldMortgagesDRN-4283930 The complaint Mr K and Ms R’s complaint is about the service they received from a mortgage broker that is part of Connells Limited in 2022 when it assisted them in obtaining a mortgage. They say they lost £500 cashback because they were forced to attend a meeting to look at ins... (4 pages)View decision
