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 357004 results
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Decision Reference DRN-4504985
16 May 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4504985 The complaint Miss G and Ms G complain about the way Accord Mortgages Limited dealt with their application for a consumer buy to let mortgage. They say they lost the property they wanted to buy and interest rates have now increased. They ask that Accord offers a mortgage at the... (2 pages)View decision -
Decision Reference DRN-4733157
16 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4733157 The complaint Miss A has complained Santander UK plc’s actions led to her going overdrawn and caused her financial difficulties. What happened Miss A regularly gets her groceries delivered by a major supermarket. They normally process the card transaction for those groceries th... (2 pages)View decision -
Decision Reference DRN-4741091
16 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4741091 The complaint Mrs B has complained Barclays Bank UK PLC referred a debt to a third party without making proper attempts to contact her. What happened Mrs B is represented in her complaint by her husband, Mr B. For ease I will refer to Mrs B throughout. Mrs B held a sole account... (2 pages)View decision -
Decision Reference DRN-4517892
16 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4517892 The complaint Mr and Mrs A are complaining that they think AXA Insurance UK Plc unfairly declined a claim they made on their buildings insurance policy. What happened In July 2023 Mr and Mrs A contacted AXA to say part of the ceiling in their kitchen had come down and they want... (4 pages)View decision -
Decision Reference DRN-4713643
16 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4713643 The complaint Mr W has complained about his treatment by Lloyds Bank PLC when he reported being a victim of fraud. What happened In May 2023 Mr W raised his concerns about fraud on his account. He’d seen transactions he didn’t recognise that had used his debit card details. Llo... (2 pages)View decision -
Decision Reference DRN-4798974
16 May 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4798974 The complaint T, a limited company, has complained Starling Bank Limited won’t refund money for a transaction authorised in error. What happened Mr C is the director of T. I will refer to both him and T throughout. In October 2023 Mr C received a notification from Starling to a... (2 pages)View decision -
Decision Reference DRN-4534207
16 May 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4534207 The complaint Mr H complains that the car he acquired through a fixed sum loan agreement from Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) is of unsatisfactory quality. What happened Mr H acquired a car in April 2022 from Santander. The car wa... (4 pages)View decision -
Decision Reference DRN-4769394
16 May 2024 U K Insurance Limited UpheldInsuranceDRN-4769394 The complaint Mr and Mrs C complain about U K Insurance Limited’s (UKI) handling of their home emergency claim. Any reference to UKI in this decision includes its respective agents unless specified otherwise. What happened The background of this complaint is known in detail to ... (5 pages)View decision -
Decision Reference DRN-4710218
16 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4710218 The complaint Mr B complains about the quality of repairs to his vehicle under a claim on his motor insurance policy with Zurich Insurance PLC (Zurich). References to Zurich in this decision include their agents. This decision covers the issues raised in Mr B’s complaint to thi... (4 pages)View decision -
Decision Reference DRN-4802863
16 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4802863 The complaint Ms S has complained HSBC UK Bank plc rejected her application to open an account and want to understand why. What happened After seeing a cashback offer for HSBC, Ms S applied for a specific type of account. HSBC told Ms S that they were rejecting her application ... (2 pages)View decision
