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-4403781
20 Feb 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4403781 The complaint Mr B and Ms O have complained that Accord Mortgages Limited trading as Accord Mortgages will not allow them to cancel a mortgage interest rate product they took out on their mortgage. Ms O has consented to the complaint being brought, but the complaint has been de... (3 pages)View decision -
Decision Reference DRN-4629430
20 Feb 2024 Action 365 Ltd UpheldInsuranceDRN-4629430 The complaint Mr D complains that Action 365 Ltd mishandled his commercial vehicle insurance policy. What happened The subject matter of the complaint is a van, first registered in 2011. According to its MOT history, the van passed a test in early November 2022 with a recorded ... (7 pages)View decision -
Decision Reference DRN-4632401
20 Feb 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4632401 The complaint Mr V complains that the amount Haven Insurance Company Limited (‘Haven’) offered to settle his motor insurance claim is too low. What happened Mr V had a fully comprehensive motor trade policy with Haven. In March 2023, he was involved in an accident and made a mo... (3 pages)View decision -
Decision Reference DRN-4310361
20 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4310361 The complaint Mr P complains that National Westminster Bank Plc hasn’t updated his address on its records despite his efforts over the last three years. And he is unhappy about not being kept informed about his debt. Mr P would like the debt written off. What happened Following... (3 pages)View decision -
Decision Reference DRN-4473321
20 Feb 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-4473321 The complaint Mr C complains that Home Retail Group Card Services Limited trading as Argos Financial Services (‘Home Retail Group’) irresponsibly gave him a store card that he couldn’t afford. What happened On 1 June 2016, Mr C’s store card was opened by Home Retail Group with ... (2 pages)View decision -
Decision Reference DRN-4510384
20 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4510384 The complaint Mr G complains about NewDay Ltd, trading as Aqua, increasing the interest rate on his credit card shortly after they increased the credit limit on his account. What happened In April 2023, Mr G and NewDay agreed a higher credit card limit. In July 2023, NewDay inf... (3 pages)View decision -
Decision Reference DRN-4583143
20 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4583143 The complaint Mr W complains that British Gas Insurance Limited (BG) broke his radiator when carrying out repairs. What happened Mr W had a Homecare policy underwritten by BG which provided cover for central heating, plumbing and drains, and home electrics. He said BG made matt... (2 pages)View decision -
Decision Reference DRN-4632132
20 Feb 2024 Prepaid Financial Services Ltd UpheldBanking and PaymentsDRN-4632132 The complaint Mr S and Mr S complained, via their representative, that they have been unable to obtain the return of their money from Prepaid Financial Services Ltd (PPFS) following the closure of a programme which they had put money into. What happened I set out the background... (3 pages)View decision -
Decision Reference DRN-4573173
20 Feb 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-4573173 The complaint Mrs L complains Yorkshire Building Society (Yorkshire) failed to inform her of the deadline to invest further funds into her ISA. What happened Mrs L says her Yorkshire one year fixed Individual Savings Account (ISA) matured on 31 May 2023 and she took up the opti... (3 pages)View decision -
Decision Reference DRN-4520825
20 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4520825 The complaint Mr H is unhappy that when he contacted Barclays Bank UK PLC (“Barclays”) it was unable to provide any information about accounts he says he’d held with it several years earlier. What happened In 2022 Mr H discovered historic statements from his account with anothe... (3 pages)View decision
