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-4763047
1 Jul 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4763047 The complaint Mr W has complained about the information which Aviva Life & Pensions UK Limited provided him about his pension policies’ transfer value, and that the amount he received was lower than Aviva had previously set out. Mr W has said that he was unaware that the pr... (3 pages)View decision -
Decision Reference DRN-4382893
1 Jul 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4382893 The complaint Mr C is unhappy with the response from Tesco Personal Finance Plc (Tesco), following a complaint he made. What happened In September 2016 Mr C purchased solar panels. He says he was told at the time that the panels would provide an income from the Feed in Tariff (... (3 pages)View decision -
Decision Reference DRN-4869101
1 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4869101 The complaint Ms A and Mr P complain that, despite having followed the instructions in the Final Redemption Statement they received from Barclays Bank UK PLC, to calculate the amount they needed to pay to redeem their mortgage, Barclays said they owed more money, and they had t... (6 pages)View decision -
Decision Reference DRN-4854217
1 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4854217 The complaint Mrs O is unhappy with the quality of a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”). What happened Mrs O acquired a used car under a 61 month hire purchase agreement with MotoNovo in May 2023. The car was seven yea... (3 pages)View decision -
Decision Reference DRN-4761377
1 Jul 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4761377 The complaint Ms Z complains that BUPA Insurance Limited didn’t pay for treatment it had authorised under a private health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giv... (2 pages)View decision -
Decision Reference DRN-4859707
1 Jul 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4859707 The complaint Mr C and Mrs C are unhappy that The Royal Bank of Scotland Plc (“RBS”) can’t locate items they stored with them for safekeeping. What happened Mr C and Mrs C raised a complaint with RBS because they were unhappy that RBS couldn’t locate a briefcase which they’d st... (2 pages)View decision -
Decision Reference DRN-4739059
1 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4739059 The complaint Miss S complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Miss S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has als... (4 pages)View decision -
Decision Reference DRN-4875036
1 Jul 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4875036 The complaint Mr A complains that Metro Bank PLC wrongfully accused him of fraudulent activity and unfairly restricted his account. What happened Metro restricted Mr A’s account on 8 February 2024, after three credits received in December 2020 were reported as fraudulent. Mr A ... (2 pages)View decision -
Decision Reference DRN-4794215
1 Jul 2024 Santander UK Plc UpheldMortgagesDRN-4794215 The complaint Mr and Mrs S complain that Santander UK Plc treated them unfairly when they asked for a term extension for their mortgage to lower their monthly payments. They say they struggled with their mortgage payments. Mr and Mrs S ask that Santander extends the mortgage te... (4 pages)View decision -
Decision Reference DRN-4321653
1 Jul 2024 IG Index Limited Not upheldInvestmentsDRN-4321653 The complaint Mr G has complained about problems he says he encountered with IG Index Limited’s trading platform in the course of operating his spread betting account. What happened In 2021 Mr G started using IG’s platform for trading. In December 2022 he discussed with IG some... (5 pages)View decision
