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 362195 results
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Decision Reference DRN-5245853
27 Jan 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5245853 The complaint Mr L complains about the settlement payment Mulsanne Insurance Company Limited (“Mulsanne”) offered him following the total loss of his car under his motor insurance policy. What happened Mr L’s car was damaged by another driver in early September 2024. He says... (3 pages)View decision -
Decision Reference DRN-5281836
27 Jan 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5281836 The complaint Mr W, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr W took out two loans from 118 118 Money. The first was for £1,000 over 12 months in April 2022. The monthly repayments were £112.24... (4 pages)View decision -
Decision Reference DRN-5287586
27 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5287586 The complaint Mr L complains that Santander UK Plc misled him that his mortgage product was portable. Santander then declined his porting application. Mr L asks that the early repayment charge (ERC) of about £7,500 is waived or refunded. What happened Mr L took out a new int... (3 pages)View decision -
Decision Reference DRN-5251637
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5251637 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank reported incorrect information to the Credit Reference Agencies (CRA’s). What happened Mr C says that Tesco reported to the CRA’s that he only paid his minimum statement balance when he paid his ful... (2 pages)View decision -
Decision Reference DRN-5281140
27 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5281140 The complaint Mr F complains that Metro Bank Plc (‘Metro’) gave him a current account instead of a basic bank account when he was in financial difficulty. He’s unhappy that Metro permitted him to use the current account’s unauthorised overdraft facility, and this led to a ne... (6 pages)View decision -
Decision Reference DRN-5135412
27 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5135412 The complaint Miss R complains about how U K Insurance Limited (“UKI”) handled a claim and valued her car following a claim on her motor insurance policy. She says UKI didn’t make reasonable adjustments for her needs. What happened Miss R had a motor insurance policy with UK... (4 pages)View decision -
Decision Reference DRN-5237935
27 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5237935 The complaint Mr C complains that he received nuisance calls from a number which he later found out was Sainsburys Bank Plc. What happened Mr C holds a credit card account with Sainsburys. In September 2024 Mr C received calls from a number he didn’t recognise. Each time he ... (2 pages)View decision -
Decision Reference DRN-5284530
27 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5284530 The complaint Mr B complains that Pearl, now Phoenix Life Limited (‘Phoenix Life’), undertook insufficient due diligence when transferring his personal pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in June 2016. Mr B’s QROPS - the Harbour Retirement ... (9 pages)View decision -
Decision Reference DRN-5267390
27 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5267390 The complaint Mr M complains Advantage Insurance Company Limited (trading as Hastings) handled his motor insurance claim poorly. What happened In December 2023 Mr M’s car was damaged whilst parked. He identified a third-party driver he suspected to have caused the damage. H... (2 pages)View decision -
Decision Reference DRN-5287190
27 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5287190 The complaint M, a religious charity, complains that Starling Bank Limited unreasonably declined to open an account for them. What happened In August 2023 M applied for an account with Starling. The bank reviewed the application but declined to open an account. They decline... (3 pages)View decision
