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 342371 results
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Decision Reference DRN-4789256
15 Jul 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4789256 The complaint Mrs J has complained that the Royal London Mutual Insurance Society Limited declined a claim under her life and critical illness policy. She has also complained about the service she received. What happened The background to this complaint is well known to the ... (3 pages)View decision -
Decision Reference DRN-4649637
15 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4649637 The complaint Mr B complains about Santander UK Plc’s poor service when he enquired about his Individual Savings Account (ISA) and the transfer process. What happened Mr B opened a new Fixed Rate Santander ISA account on 19 October 2022 with £27,000. He wanted to know about... (3 pages)View decision -
Decision Reference DRN-4470657
15 Jul 2024 Black Horse Limited Not upheldConsumer CreditDRN-4470657 The complaint Mr D complains about the quality of a car he got on finance from Black Horse Limited trading as Land Rover Financial Services (‘BH’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (3 pages)View decision -
Decision Reference DRN-4750921
15 Jul 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4750921 The complaint Mr H is unhappy with AXA PPP Healthcare Limited (AXA) because it didn’t fully settle a private medical insurance claim. Mr H is being represented by his father on this complaint. What happened Mr H took out a private medical insurance policy on 22 February 2020... (3 pages)View decision -
Decision Reference DRN-4873829
15 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4873829 The complaint Mrs W complains that Barclays Bank UK PLC trading as Barclaycard applied unfair rates of interest and charges to her account and failed to offer her support when she was in financial difficulties. What happened Mrs W held a credit card account with Barclaycard.... (3 pages)View decision -
Decision Reference DRN-4818996
15 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4818996 The complaint Mr K complains Barclays Bank UK PLC (“Barclays”) blocked and closed his account. He also complains Barclays withheld his funds and returned a large part of them to source. What happened The details of this complaint are well known by both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-4908650
15 Jul 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4908650 The complaint This complaint comes from the estate of the late Mr H. Miss H, as administrator, has brought the complaint on the estate’s behalf. She says that Bank of Ireland (UK) Plc released funds to the estate’s solicitors without the proper authority. What happened Both ... (5 pages)View decision -
Decision Reference DRN-4908628
15 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4908628 The complaint Mr J complains that Nationwide Building Society unfairly decided to close his account. He’s also unhappy that Nationwide didn’t intervene to stop him using his account to fund his gambling. What happened In May 2021, Nationwide wrote to Mr J explaining that it ... (4 pages)View decision -
Decision Reference DRN-4901172
15 Jul 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4901172 The complaint Mr H says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (CCB), irresponsibly lent to him. What happened Mr H took out a loan for £5,000 over 60 months in January 2023. The monthly repayments were £165.35 and the total repayab... (4 pages)View decision -
Decision Reference DRN-4908435
15 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4908435 The complaint Ms G complains that UK Insurance Limited have unfairly declined her claim for storm damage to her property. What happened Ms G had a buildings insurance policy with UKI. On 16 November 2022 Ms G made a claim for storm damage to her roof, and UKI sent a survey... (3 pages)View decision