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 366874 results
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Decision Reference DRN-5152944
16 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5152944 The complaint Ms B complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) decision to decline her claim under her home insurance policy. What happened Ms B claimed under her policy after a contractor, who she’d appointed to carry out some work, identified water ... (5 pages)View decision -
Decision Reference DRN-5191424
16 Dec 2024 The Co-operative Bank Plc UpheldMortgagesDRN-5191424 The complaint Miss M complains about the way in which The Co-operative Bank Plc (Co-op) handled her application to switch her mortgage product and add her partner to the mortgage. What happened Miss M had a mortgage with Co-op that was on an interest rate product which expir... (3 pages)View decision -
Decision Reference DRN-5151519
16 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5151519 The complaint Mr H has complained that Nationwide Building Society (“Nationwide”) has decided to increase the cost of the FlexPlus packaged bank account by £5 per month, from December 2024. What happened After Mr H was notified of the increase in the monthly account fee, he ... (3 pages)View decision -
Decision Reference DRN-5214082
16 Dec 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5214082 The complaint Miss K is unhappy with the service she received from Phoenix Life Limited (Phoenix Life). What happened Miss K took out a personal pension plan (PPP) with Phoenix Life in 1998, at the time she set her retirement date at March 2021. Miss K’s PPP was set up to ‘... (5 pages)View decision -
Decision Reference DRN-4755040
16 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4755040 The complaint Mr M complains that a finance agreement he entered into with BMW Financial Services (GB) Limited (BMWFS) was mis-sold to him. What happened Mr M entered into a four-year HP (PCP - Personal Contract Purchase) agreement with BMWFS in December 2022 to fund the pro... (2 pages)View decision -
Decision Reference DRN-5209452
16 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5209452 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (17 pages)View decision -
Decision Reference DRN-5214151
16 Dec 2024 MBNA Limited UpheldBanking and PaymentsDRN-5214151 The complaint Miss S complains that MBNA Limited defaulted her credit card account while she was still making repayments. What happened Miss S has two separate credit card accounts with MBNA – one of which has now defaulted, which is the crux of her complaint. Miss S says ... (7 pages)View decision -
Decision Reference DRN-5123430
16 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5123430 The complaint Mr and Mrs W complain about how Nationwide Building Society has treated their overpayments. What happened Mr and Mrs W have a mortgage with Nationwide and started making regular overpayments in 2013 as they understood it they would reduce the term by doing so. ... (3 pages)View decision -
Decision Reference DRN-5139775
16 Dec 2024 Yorkshire Building Society UpheldMortgagesDRN-5139775 The complaint Mr M complains that after he accepted a remortgage deal with Yorkshire Building Society trading as Chelsea Building Society (“CBS”), the figures changed. He said that CBS had withdrawn his offer, without his agreement, and then insisted on charging him more. Wh... (3 pages)View decision -
Decision Reference DRN-5213779
16 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5213779 The complaint Mrs N complains that Santander Consumer (UK) Plc has been charging her for repayments under a loan agreement that she wasn’t aware had been provided when she acquired a car through a separate finance agreement. What happened Mrs N entered into a finance agreeme... (4 pages)View decision
