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 344609 results
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Decision Reference DRN-4662204
15 Aug 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4662204 The complaint Miss A complains that a car she has been financing through an agreement with Santander Consumer (UK) Plc (“Santander”) had pre-existing structural damage. What happened In May 2023 Miss A took receipt of a car. She financed the deal through a conditional sale a... (3 pages)View decision -
Decision Reference DRN-4967606
15 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4967606 The complaint Mr E is unhappy that AXA Insurance UK Plc (AXA) is only covering 71% of a claim made under his landlord building insurance policy. Where I’ve referred to AXA, this also includes actions and communication by agents acting on their behalf. What happened Mr E ow... (4 pages)View decision -
Decision Reference DRN-4963288
15 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4963288 The complaint Mr and Mrs P complain that Barclays Bank UK PLC failed to give them clear information and that they had to pay unreasonable bank charges when processing their foreign currency cheques. What happened In September 2023 Mr and Mrs P presented six cheques for payme... (3 pages)View decision -
Decision Reference DRN-4728793
15 Aug 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4728793 The complaint Mr K and Mrs R complain about how Bank of Scotland plc trading as Halifax has dealt with them in their financial difficulties. What happened Mr K and Mrs R have a mortgage with Halifax. The account is in arrears. Mr K and Mrs R brought a complaint against Halif... (3 pages)View decision -
Decision Reference DRN-4829753
15 Aug 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4829753 The complaint Mr R complains about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy when he had problems with a leaking cistern. References to British Gas in this decision include their agents who provide services under the ... (4 pages)View decision -
Decision Reference DRN-4950750
15 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4950750 The complaint Mr L has complained about the lack of available van hire and delays caused by an approved repairer (AR) of U K Insurance Limited trading as Direct Line (UKI). Mr L made a claim for repairs to his van under his commercial van insurance policy. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4791840
15 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4791840 The complaint Mr W complains that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost when he was the victim of a scam. What happened In December 2020, Mr W saw adverts on a social media platform about an opportunity to invest in a company (I will refer to as B... (5 pages)View decision -
Decision Reference DRN-4942156
15 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4942156 The complaint Mr D complains that Lloyds Bank PLC was irresponsible in its lending to him. Mr D is represented by a third party but for ease of reference I have referred to Mr D throughout this decision. What happened Mr D was provided with a £200 overdraft by Lloyds in Nove... (3 pages)View decision -
Decision Reference DRN-4743045
15 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4743045 The complaint Mr C complains that Barclays Bank UK PLC blocked his account. Mr C’s account showed that he was overdrawn by half a million pounds. He says this caused him unnecessary stress and worry for which he wants compensation. What happened Mr C had an account with Bar... (3 pages)View decision -
Decision Reference DRN-4957930
15 Aug 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4957930 The complaint Mr B has complained that Lloyds Bank General Insurance Limited provided a poor service and delay when he made a claim under his home and buildings insurance policy. All reference in my decision to the insurer Lloyds includes its agents acting on its behalf. W... (3 pages)View decision