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 359539 results
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Decision Reference DRN-4764337
28 Jun 2024 Nationwide Building Society UpheldConsumer CreditDRN-4764337 The complaint Miss E complains that Nationwide Building Society agreed a payment plan with her and advised her that this wouldn’t impact her credit file. Despite this she received arrears letters and her credit file was impacted. What happened Miss E has a personal loan with Na... (3 pages)View decision -
Decision Reference DRN-4793898
28 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4793898 The complaint Mr and Mrs H have complained about the way that Advantage Insurance Company Limited dealt with a flood claim on their home insurance policy. All references to Advantage in this decision include its agents. What happened On 10 May 2023 Mr and Mrs H made a claim to ... (2 pages)View decision -
Decision Reference DRN-4880648
28 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4880648 The complaint Mr B complains about the way Aviva Insurance Limited handled a claim under his home emergency policy and its refusal to take responsibility for his complaint. What happened The detailed background to this complaint is well known to both parties, so I’ll only summa... (2 pages)View decision -
Decision Reference DRN-4836911
28 Jun 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4836911 The complaint Mrs H has complained that Inter Partner Assistance SA (IPA) has delayed in fully paying a claim she made on a travel insurance policy. What happened Mrs H made a claim in relation to medical treatment she received whilst abroad in August 2023, which IPA accepted. ... (3 pages)View decision -
Decision Reference DRN-4718862
28 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4718862 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’), irresponsibly granted him a credit card he couldn’t afford to repay. What happened In or around January 2021 Mr C entered into an agreement with Barclaycard to have access to credit ... (3 pages)View decision -
Decision Reference DRN-4768975
28 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4768975 The complaint Mr H is unhappy with what happened to his account after National Westminster Bank Plc (NatWest) blocked a payment. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: N... (2 pages)View decision -
Decision Reference DRN-4878964
28 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4878964 The complaint Mr W complains that Barclays Bank UK PLC has incorrectly administered an account over several years and held him liable for a debt in the name of a partnership (D) with Mr W2. What happened This complaint relates to issues that have taken place over several years ... (7 pages)View decision -
Decision Reference DRN-4719103
28 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4719103 The complaint Miss W complains Revolut Ltd (“Revolut”) refused to refund her for transactions on her account she says she didn’t authorise. She is also unhappy Revolut closed her account. What happened Miss W disputes several transactions from her account from 16 June 2023 to 1... (2 pages)View decision -
Decision Reference DRN-4777710
28 Jun 2024 Quilter Financial Services Ltd UpheldPensions and AnnuitiesDRN-4777710 The complaint Ms G complains that advice given by Quilter Financial Planning Solutions Limited to switch her personal pensions to a self-invested personal pension (“SIPP”) wasn’t in her best interests and has caused a financial loss. What happened In late 2011 Ms G was 44 and e... (8 pages)View decision -
Decision Reference DRN-4880290
28 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4880290 The complaint Mrs C complained that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance (“Novuna”), acted unfairly and unreasonably by participating in an unfair credit relationship with her and turning down her claim under s.75 of the Consumer Credit Act 1974 (“CC... (4 pages)View decision
