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 369228 results
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Decision Reference DRN-5324412
12 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5324412 The complaint Mr B complains that Barclays Bank UK PLC has unfairly declined his proposals to get his mortgage back on track following periods of financial difficulty. What happened Mr B has a mortgage account with Barclays, as well as a linked current account called a mort... (5 pages)View decision -
Decision Reference DRN-5305687
12 Feb 2025 Chubb European Group SE Not upheldInsuranceDRN-5305687 The complaint Mr and Mrs M have complained that Chubb European Group SE hasn’t fully settled a claim they made on a travel insurance policy associated with their credit card. As it is Mr M leading on the complaint, I will mostly just be referring to him in this decision. W... (2 pages)View decision -
Decision Reference DRN-4896294
12 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4896294 The complaint Ms O complains that Nationwide Building Society blocked and closed her bank accounts without providing a proper explanation. To put things right Ms O wants compensation and her account reopened. What happened The detailed background of this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5326192
12 Feb 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5326192 The complaint Mr and Mrs L’s complaint is about their mortgage account with Landmark Mortgages Limited. Mr and Mrs L are unhappy at the standard variable interest rate (SVR) charged by Landmark, and about what they say is a lack of help in relation to their financial situati... (6 pages)View decision -
Decision Reference DRN-5299079
12 Feb 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5299079 The complaint Miss L complains about the service she received from Coventry Building Society (“Coventry”) when she instructed it to update her nominated account details for one of her accounts held with it. Coventry made a mistake where it updated all accounts held in Miss L... (3 pages)View decision -
Decision Reference DRN-5287971
12 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5287971 The complaint Mr B complains that Liverpool Victoria Insurance Company (‘LV’) recorded an incident relating to his car insurance policy on to the Claims & Underwriting Exchange (‘CUE’). What happened In November 2022, while driving through a park, a branch fell on to Mr... (2 pages)View decision -
Decision Reference DRN-5289259
12 Feb 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5289259 The complaint Mr and Mrs F have complained that Great Lakes Insurance UK Limited declined a claim they made on a travel insurance policy. The complaint involves the actions of the claim administrators, acting on behalf of Great Lakes. To be clear, when referring to Great La... (3 pages)View decision -
Decision Reference DRN-4900096
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4900096 The complaint Miss J complains that Santander UK Plc will not provide a refund for an item which was defective and which she paid for using her debit card. What happened On or about 1 December 2023 Miss J placed an order for a wig, at a price of US$395. She paid using her Pa... (2 pages)View decision -
Decision Reference DRN-5288738
12 Feb 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5288738 The complaint Mr N is unhappy with the amount of interest that MBNA Limited are charging on his account. What happened In February 2024, Mr N raised a complaint with MBNA because he was unhappy with the rate of interest being charged on his account or that MBNA were moving t... (3 pages)View decision -
Decision Reference DRN-5207980
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5207980 The complaint Ms C complains about an overdraft she had with HSBC UK Bank Plc. Ms C says her overdraft was defaulted and passed to a debt collection agency without it communicating this to her. What happened Ms C had an overdraft with HSBC with a limit of £850. On 22 August... (2 pages)View decision
