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-4425613
12 Feb 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4425613 The complaint Mr N complains that Lendable Ltd, trading as Zable, increased the interest rate on his account without notifying him. What happened Mr N has a credit card with Zable. He said on 13 June 2023 he received an email and an alert on the Zable app to accept/decline a ch... (3 pages)View decision -
Decision Reference DRN-4221350
12 Feb 2024 Allianz Insurance Plc UpheldInsuranceDRN-4221350 The complaint Mr F complains about the settlement offered by Allianz Insurance Plc after a claim was made under a commercial insurance policy, as well as delays. What happened Mr F holds a commercial insurance policy with Allianz. This covers a number of properties on a site, i... (6 pages)View decision -
Decision Reference DRN-4473386
12 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4473386 The complaint Mr H complains that The Co-operative Bank p.l.c. (Co-op)refused to provide him with a new debit card and PIN. He hasn’t said what redress he is seeking. What happened The details of this complaint are well known to both parties so I won’t repeat them again here. I... (1 page)View decision -
Decision Reference DRN-4583248
12 Feb 2024 British Friendly Society Limited Not upheldInsuranceDRN-4583248 The complaint Mr V has complained that British Friendly Society Limited (‘British Friendly’) unfairly settled his claim. What happened Mr V has an income protection insurance policy with British Friendly. He made a claim when he was absent from work for around four months betwe... (2 pages)View decision -
Decision Reference DRN-4615123
12 Feb 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4615123 The complaint Miss C, who is represented by a professional representative (“PR”) complains that Shawbrook Bank Limited (“Shawbrook”) rejected her claims under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product purchased in June 2019. I gather the purchase was ... (4 pages)View decision -
Decision Reference DRN-4415760
12 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4415760 The complaint Ms P complains that NewDay Ltd (NewDay)declined her application for a credit card with no explanation. She would NewDay to accept application. What happened The details of this complaint are well known to both parties so I wont repeat them again here. Instead I w... (2 pages)View decision -
Decision Reference DRN-4604815
12 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4604815 The complaint Mr U complains that Nationwide Building Society failed to tell him he needed to repeat a payment after his card was unblocked. What happened Mr U is a member of a hotel reward programme. In June 2023 the hotel group had a points sale where it doubled the points pu... (3 pages)View decision -
Decision Reference DRN-4600752
12 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4600752 The complaint Mr and Mrs H, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited (“VFL”) rejected their claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday product. What happened Mr and Mrs H have made three pur... (6 pages)View decision -
Decision Reference DRN-4089422
12 Feb 2024 Openwork Limited UpheldMortgagesDRN-4089422 The complaint Mr and Mrs P complain to Openwork Limited (“Openwork”) about mortgage advice they were given in 2007. They used the mortgage proceeds to make an off-plan overseas property investment which has not performed as they expected, leaving them unable to repay the mortg... (7 pages)View decision -
Decision Reference DRN-4611824
12 Feb 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4611824 The complaint Miss S complains about the service she received from Citibank UK Limited (“Citibank”) in relation to her current accounts. What happened Miss S holds a Sterling account and a US Dollar (USD) account with Citibank. She has a Citibank debit card, which she says is l... (5 pages)View decision
