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-4777186
16 Jul 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4777186 The complaint X complains that MBNA Limited (MBNA) cancelled his credit card. What happened X has a credit card from MBNA. He travelled frequently and was in the USA in July 2023. On 29 July 2023 and 29 August 2023, his credit card was charged USD9.99 – by an online taxi fir... (4 pages)View decision -
Decision Reference DRN-4712316
16 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4712316 The complaint Mrs S complains that Aviva Insurance Limited hasn’t repaired damage to her home following a faulty repair it carried out under her home emergency insurance. What happened Mrs S held a home emergency policy underwritten by Aviva. In July 2023, Mrs S discovered... (4 pages)View decision -
Decision Reference DRN-4911652
16 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4911652 The complaint Z, a limited company, represented by its director, Mr H, has complained about Zurich Insurance PLC. Zurich provides cover for the building Z leases part of and has declined a claim for Z’s premises’ fixtures and fittings. What happened Z leases premises from P... (3 pages)View decision -
Decision Reference DRN-4807767
16 Jul 2024 Santander UK Plc UpheldMortgagesDRN-4807767 The complaint Mr and Mrs J complain that Santander UK Plc unfairly applied an early repayment charge (ERC) when they repaid their mortgage. What happened In 2019, Mr and Mrs J took out a mortgage with Santander. It had a fixed rate of 1.95% and an ERC applied if the mortgage... (2 pages)View decision -
Decision Reference DRN-4831141
16 Jul 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4831141 The complaint Miss V complains that Pinnacle Insurance Plc (Pinnacle) declined a claim she made for her cat by unfairly relying on a policy exclusion, under her pet insurance policy. What happened Miss V’s cat required treatment in November 2023. This was in relation to vomi... (2 pages)View decision -
Decision Reference DRN-4889143
16 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4889143 The complaint The estate of the late Mr W, represented by his executor Ms W, complains that Bank of Scotland plc trading as Halifax wrote off Mr W’s outstanding mortgage by removing the charge over the property only to go back on that. What happened The late Mr W had a numbe... (4 pages)View decision -
Decision Reference DRN-4887458
16 Jul 2024 Insight Financial Associates Limited UpheldPensions and AnnuitiesDRN-4887458 The complaint Mr L complains that Insight Financial Associates Limited (“Insight”) failed to correctly open a personal pension plan for him before the end of the 2022-23 tax year. What happened I issued a provisional decision on this complaint last month. In that decision I ... (6 pages)View decision -
Decision Reference DRN-4819083
16 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4819083 The complaint Ms W complains about how Aviva Insurance Limited (“Aviva”) handled a claim following the theft and recovery of her car. When I mention Aviva I also mean its suppliers and repairers. What happened Ms W had a motor insurance policy with Aviva covering her car. He... (6 pages)View decision -
Decision Reference DRN-4911548
16 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4911548 The complaint A company which I’ll call ‘C’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on C’s behalf by one of their directors, Mr T. What happened C held a business account with Barclays. C told u... (4 pages)View decision -
Decision Reference DRN-4911503
16 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4911503 The complaint Mr K has complained Santander UK plc won’t refund him for a card transaction he didn’t authorise. What happened Whilst overseas in November 2023, Mr K noticed a transaction on his Santander account he didn’t recognise. This was carried out in a bar or restauran... (3 pages)View decision