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 361839 results
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Decision Reference DRN-4927288
2 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-4927288 The complaint Mr D and Miss G are unhappy about the advice they received from Nationwide Building Society when they took out a first-time buyer mortgage with it in 2021. They say they were mis-sold an initial two-year fixed interest rate product because a five-year (or longe... (5 pages)View decision -
Decision Reference DRN-4883814
2 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4883814 The complaint Mr U complains that Barclays Bank UK PLC failed to pursue a chargeback and handled his claim poorly. What happened Mr U ordered goods online and they were delivered to his address. However, he was not at home and he notified the merchant that he had not receive... (2 pages)View decision -
Decision Reference DRN-5079852
2 Dec 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5079852 The complaint Mrs O complains that Home Retail Group Card Services Limited trading as Argos Card charged her interest on purchases made using her catalogue shopping account. What happened Mrs O has had a catalogue shopping account with Argos for a number of years. In 2023, M... (3 pages)View decision -
Decision Reference DRN-5182118
2 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5182118 The complaint Ms B and Mr C’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (21 pages)View decision -
Decision Reference DRN-5135277
2 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5135277 The complaint Mrs H is unhappy with the service provided by Covea Insurance plc (Covea) when dealing with renewal of her car insurance policy. Mrs H is being represented by a third party in bringing her complaint to this Service. For ease of reference I have referred to Mrs... (3 pages)View decision -
Decision Reference DRN-5111839
2 Dec 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5111839 The complaint Mr L complains that Legal and General Assurance Society Limited (L&G) caused avoidable delays to the set-up of his fixed term annuity, leading to a financial loss. He also believes it provided him with poor service. What happened Mr L had a personal pension... (7 pages)View decision -
Decision Reference DRN-5182117
2 Dec 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-5182117 The complaint Mr M complains that LEASYS UK LTD (“Leasys”) supplied him with a car that wasn’t of satisfactory quality at the point of supply. What happened Mr M acquired a new car using a hire agreement with Leasys in September 2020. The supplying dealership, who I’ll refe... (5 pages)View decision -
Decision Reference DRN-5178611
2 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5178611 The complaint Mr A has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy he has associated with a bank account. What happened Mr A had booked a trip abroad which was due to start on 30 March 2023. His mother, brother and sister, who resi... (3 pages)View decision -
Decision Reference DRN-4950423
2 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4950423 The complaint Miss S complains that Healthcare Finance Limited won’t refund her money for dental aligners. What happened In October 2023 Miss S used finance provided by Healthcare Finance Limited (HFL for short) to pay for the provision of be... (3 pages)View decision -
Decision Reference DRN-5142821
2 Dec 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5142821 The complaint Mrs D complains AA Underwriting Insurance Company Limited’s settlement of her motor insurance was too low. What happened In April 2024 Mrs D’s car was damaged when driven into a pool of water. She claimed against her AA motor insurance policy. AA considered th... (2 pages)View decision
