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 352408 results
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Decision Reference DRN-5140929
20 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5140929 The complaint Mr N complains about the offset mortgage he had with Bank of Scotland plc, trading as Intelligent Finance (IF). He’s unhappy with IF’s decision to close the current account linked to the mortgage and says this decision means the offset mortgage was mis-sold to ... (2 pages)View decision -
Decision Reference DRN-5114677
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114677 The complaint Miss L complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Miss L applied for a credit card with Aqua in May 2021. Aqua approved the application and gave Miss L a credit card with an initial limit of £300. The credit limit was inc... (3 pages)View decision -
Decision Reference DRN-5154093
20 Nov 2024 Covea Insurance plc Not upheldInsuranceDRN-5154093 The complaint Mr S complains that Covea Insurance plc (Covea) unfairly declined a claim he made on a motor insurance policy. What happened Mr S insured his car with Covea. The car’s engine had been removed and it was being stored on private land. Mr S discovered that exterio... (3 pages)View decision -
Decision Reference DRN-4882219
20 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4882219 The complaint Mr M has complained that Capital One (Europe) plc (“Capital One”), irresponsibly granted him a credit card account, and later increased the credit limit on the card, which he couldn’t afford to repay. What happened Mr M told us he took out a credit card with Ca... (5 pages)View decision -
Decision Reference DRN-5028215
19 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5028215 The complaint Mr M complains about how UK Insurance Limited (‘UKI’) dealt with liability for a claim made under his motor insurance policy. Mr M’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this comp... (2 pages)View decision -
Decision Reference DRN-5088093
19 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5088093 The complaint Mr and Miss C’s complaint is about the increase of their Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance premium at renewal. Mr and Miss C say they’ve been treated unfairly. What happened Mr and Miss C held a yearly limit pet insurance policy w... (3 pages)View decision -
Decision Reference DRN-5158220
19 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5158220 The complaint Mr B complains that Barclays didn’t do enough to help him when he told it about a dispute he had with a merchant over goods paid for using his Barclays debit card. What happened In August 2023 Mr B purchased a guitar online using his Barclays debit card. The pa... (4 pages)View decision -
Decision Reference DRN-5142704
19 Nov 2024 London Stone Securities Limited UpheldPensions and AnnuitiesDRN-5142704 The complaint Mrs A has complained about the advice provided to her by London Stone Securities Limited (‘LSS’) with regard to the investments held within her pension. Mrs A has stated that these investments were unsuitable, too high risk, and have caused financial loss. Mrs ... (8 pages)View decision -
Decision Reference DRN-5158204
19 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5158204 The complaint Mrs B complains NewDay Ltd trading as Debenhams Gold Mastercard (“NewDay”) failed to recover funds for goods paid for in part using her NewDay credit card. What happened In February 2023 Mrs B used her credit card to part pay for a building extension on her hom... (4 pages)View decision -
Decision Reference DRN-5124876
19 Nov 2024 London Stone Securities Limited UpheldPensions and AnnuitiesDRN-5124876 The complaint Mr A has complained about the advice provided to him by London Stone Securities Limited (‘LSS’) with regard to the investments held within his pension. Mr A has stated that these investments were unsuitable, too high risk, and have caused financial loss. Mr A’s... (12 pages)View decision
