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 358002 results
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Decision Reference DRN-4360853
10 Jun 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4360853 The complaint Mr and Mrs T complain that Barclays Bank UK PLC failed to put in place a new interest rate product on their mortgage as agreed and as a result it has wrongly treated the mortgage as being in arrears. What happened In 2019 Mr and Mrs T arranged a new fixed interest... (3 pages)View decision -
Decision Reference DRN-4843111
10 Jun 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4843111 Complaint Mr H has complained that Nationwide Building Society (“Nationwide”) irresponsibly provided him with a personal loan. He says that the loan was unaffordable and as a result shouldn’t have been provided to him. Background Mr H has also complained about a credit card and... (3 pages)View decision -
Decision Reference DRN-4584054
10 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4584054 The complaint Ms T complains that Barclays Bank UK PLC did not refund a payment of £3,600 that she says she lost to a scam. What happened Ms T had previously been in a relationship with an individual who I’ll call ‘X’. While they were together, X had taken over £20,000 from her... (3 pages)View decision -
Decision Reference DRN-4843071
10 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4843071 The complaint Mr D’s complaint arises from his mortgage held with Santander UK Plc. Mr D is unhappy that, when he was discussing a payment arrangement with Santander in October 2023, he wasn’t made aware that a formal arrangement would need to be put in place in order to stop t... (4 pages)View decision -
Decision Reference DRN-4383213
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4383213 The complaint Mr B complains about how Admiral Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr B was involved in a non-fault accident and called Admiral to claim on his policy. Rather than dealing with the claim under the policy Admira... (3 pages)View decision -
Decision Reference DRN-4651750
10 Jun 2024 Clear Sky Financial Services Ltd Not upheldMortgagesDRN-4651750 The complaint Miss H complains that Clear Sky Financial Services (Clear Sky) failed to promptly submit a mortgage product switch for her, resulting in her missing out on a more advantageous mortgage rate. What happened Miss H had used Clear Sky on a number of occasions to assis... (3 pages)View decision -
Decision Reference DRN-4719022
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4719022 The complaint Ms B says that after she made a claim on her motor insurance policy, Admiral Insurance (Gibraltar) Limited didn’t offer her enough for her written-off car What happened Ms B’s car was damaged in a non-fault accident on 28 August 2023. Admiral asked an independent ... (2 pages)View decision -
Decision Reference DRN-4641820
10 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4641820 The complaint Mr R has complained Lloyds Bank PLC won’t refund him for transactions he didn’t authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Between 18 May ... (4 pages)View decision -
Decision Reference DRN-4843008
10 Jun 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-4843008 The complaint Mrs M complains that Allied World Assurance Company (Europe) dac has unfairly declined a claim under her residential landlord insurance policy. Where I refer to Allied, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (5 pages)View decision -
Decision Reference DRN-4773954
10 Jun 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4773954 The complaint Mr A has complained that Al Rayan Bank PLC delayed an international payment he made from his account. What happened On 5 January Mr A made a request to Al Rayan to transfer £461,000 from his account with it to an account overseas. Al Rayan carried out a verificati... (2 pages)View decision
