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-4501274
13 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4501274 The complaint Mrs M complains that Barclays Bank UK PLC was irresponsible in its lending to her. What happened Mrs M says that when she was already struggling financially and was receiving correspondence from Barclays about this, it increased her overdraft limit to £5,000. She ... (4 pages)View decision -
Decision Reference DRN-4510340
13 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4510340 The complaint Mr C complains about Liverpool Victoria Insurance Company Limited (LV) not providing him with a quote for motor insurance. Any reference to LV in this decision includes their agents. What happened In July 2023 Mr C approached LV (and another insurer, A) to ask for... (2 pages)View decision -
Decision Reference DRN-4508689
13 Feb 2024 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-4508689 The complaint Mr G complains that Secure Trust Bank Plc calculated an early exit fee on his Individual Savings Account (ISA) incorrectly. What happened In 2022 Mr G opened a 5-year fixed rate ISA with Secure Trust. The maturity date was 20 December 2027. And the interest rate w... (3 pages)View decision -
Decision Reference DRN-4573076
13 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4573076 The complaint Mrs H complains about a fraudulent payment made through Nationwide Building Society (NWide). What happened Mrs H is represented by her daughter, but I will refer to Mrs H as the complainant here. What Mrs H says: Mrs H had a joint current account with NWide with h... (4 pages)View decision -
Decision Reference DRN-4193553
13 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4193553 The complaint Mr C complains about how Santander UK Plc (“Santander”) handled a claim he made in relation to a transaction on his credit card. What happened Mr C purchased a carpet restoration and authentication service, from a company I’ll refer to as “S”, through his Santande... (4 pages)View decision -
Decision Reference DRN-4606288
13 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4606288 The complaint Mr F complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under his motor insurance policy. Another person has been involved with parts of the claim, but for ease I’ll refer to him throughout. What happened Mr F had a motor insuran... (7 pages)View decision -
Decision Reference DRN-4454670
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4454670 The complaint Mr D complained because Barclays Bank UK PLC refused to refund him for transactions he said he didn’t make. What happened Mr D was on holiday abroad. Between 22 and 28 July 2023, four chip and PIN retail transactions and two chip and signature retail transactions,... (3 pages)View decision -
Decision Reference DRN-4613393
13 Feb 2024 Accord Mortgages Limited UpheldMortgagesDRN-4613393 The complaint Mr and Mrs L complain that they weren’t able to properly consider the mortgage offer made by Accord Mortgages Limited, before agreeing to it. They say that the only fair thing to do was to let them change their mind, some weeks later, when a better deal was availa... (4 pages)View decision -
Decision Reference DRN-4618356
13 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4618356 The complaint Mr W complains that Aviva Insurance Limited (Aviva) failed to apply its uninsured driver promise and provided poor service following a claim he made under his motor insurance policy. What happened Mr W says his parked car was hit by an uninsured driver who drove a... (4 pages)View decision -
Decision Reference DRN-4618746
13 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4618746 The complaint Mr S complains about esure Insurance Limited’s (Esure) handling and settlement of a claim made under his car insurance policy. What happened Mr S has a car insurance policy underwritten by Esure. In September 2022 Mr S was involved in an accident so he made a clai... (3 pages)View decision
