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 360264 results
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Decision Reference DRN-4608922
4 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4608922 The complaint Mr S and Mrs S complain about the way Barclays Bank UK PLC have applied an Early Repayment Charge (ERC) to their mortgage. What happened The interest rate product on Mr S and Mrs S’s Barclays mortgage was due to expire in May 2023. In September 2022, as a result o... (6 pages)View decision -
Decision Reference DRN-4409242
4 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4409242 The complaint This complaint is about a mortgage Mrs H holds with Bank of Scotland plc (BOS). She’s unhappy that BOS refused an application she made in 2022 to separate the mortgaged property into two separate titles, sell of one of them and reduce the mortgage balance with the... (2 pages)View decision -
Decision Reference DRN-4576318
4 Mar 2024 Motorpoint Limited Not upheldInsuranceDRN-4576318 The complaint Mr W has complained about Motorpoint Limited which sold him a motor warranty when he purchased a car. He feels the salesman misled him into buying the product. What happened In December 2021, Mr W was buying a car. He wasn’t going to buy a warranty too. But the ca... (3 pages)View decision -
Decision Reference DRN-4429446
4 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4429446 The complaint Mr and Mrs C complain that Nationwide Building Society treated them unfairly when they were looking to make changes to their mortgage. What happened Mr and Mrs C contacted Nationwide to make changes to their mortgage with a view to fix it for a longer period of ti... (3 pages)View decision -
Decision Reference DRN-4658914
4 Mar 2024 AWP P&C S.A. Not upheldInsuranceDRN-4658914 The complaint The estate of the late Mr M has complained that AWP P&C SA declined a claim that Mr M made on a travel insurance policy linked to his bank account. What happened Mr M had booked a cruise for February 2022. He was due to fly from a UK airport to a destination a... (2 pages)View decision -
Decision Reference DRN-4654417
4 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4654417 The complaint Mr H complains that National Savings and Investments (NS&I) did not process his withdrawal instructions in a timely manner, and they provided poor customer service. What happened Mr H needed to access his funds with NS&I to finance renovations to propertie... (6 pages)View decision -
Decision Reference DRN-4588844
4 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4588844 The complaint Mr W has complained about his car insurer esure Insurance Limited (Esure) regarding a claim he made following a multi-car accident. What happened Mr W was in an accident in early June 2023 and made a claim. Esure decided his car was damaged beyond economic repair.... (2 pages)View decision -
Decision Reference DRN-4658241
4 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4658241 The complaint Mrs B complains that Wise Payments Limited trading as Wise have failed to refund money she lost as part of a bank impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I wi... (5 pages)View decision -
Decision Reference DRN-4658867
4 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4658867 The complaint Mr M complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim he made for subsidence damage on his home insurance policy. Mr M has been represented in both the claim and in bringing this complaint. But for ease I’ve mostly referre... (7 pages)View decision -
Decision Reference DRN-4658803
4 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4658803 The complaint Mr R has complained about his caravan insurer Accelerant Insurance Europe SA/NV UK Branch because it declined his claim for damage caused by a leaking shower. What happened On 26 December 2022 Mr R found some of the floors in his caravan were wet. He made a claim ... (4 pages)View decision
