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 364862 results
-
Decision Reference DRN-5199820
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5199820 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard reduced the credit limit on his credit card account. What happened Mr M arranged a trip abroad to visit family in July 2024, and booked a hire car using his credit card at a cost of £1,001.65. Seve... (3 pages)View decision -
Decision Reference DRN-5190543
13 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5190543 The complaint Mr M complains esure Insurance Limited (esure) avoided his motor insurance policy and refused to pay his claim. What happened In February 2024 Mr M’s vehicle was unfortunately stolen. He submitted a claim to esure under his motor insurance policy. During its in... (3 pages)View decision -
Decision Reference DRN-5135886
13 Jan 2025 U K Insurance Limited Not upheldInsuranceThe complaint Mr L has complained that U K Insurance Limited trading as Churchill (UKI) unfairly declined a claim under his home insurance policy. What happened Mr L contacted UKI to make a claim for storm damage to his home. UKI assessed the claim and then declined it. When Mr L complaine... (3 pages)View decision -
Decision Reference DRN-5228572
13 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5228572 The complaint Mrs T has complained that Barclays Bank UK PLC (“Barclays”) migrated her fee-paying Additions packaged account over to a fee-free account but with a fee-paying Tech Pack added, on an opt-out basis, in 2017. Mrs T says that this is a breach of the Banking: Condu... (3 pages)View decision -
Decision Reference DRN-5251189
13 Jan 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5251189 The complaint Mr M complains that Marks & Spencer Financial Services plc trading as M&S Bank (‘M&S’) mistakenly declined his application for a credit card and won’t remove their hard search from his credit file. Mr M wants the record of M&S’s hard search on ... (4 pages)View decision -
Decision Reference DRN-5218207
13 Jan 2025 Lloyds Bank PLC UpheldMortgagesDRN-5218207 The complaint Heading This complaint is about an offset mortgage Mr and Mrs J held until recently with Lloyds Bank PLC trading as Scottish Widows Bank. In essence, the complaint is that when they wished to move house and port their fixed rate mortgage product, Scottish Wido... (2 pages)View decision -
Decision Reference DRN-5225642
13 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5225642 The complaint Mrs A1 and Mrs A2’s complaint arises from their mortgage account held with Nationwide Building Society. They are unhappy that they were told that if they made £100 monthly overpayments towards their mortgage this would reduce the mortgage term, when instead it ... (3 pages)View decision -
Decision Reference DRN-5232582
13 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5232582 The complaint Mrs J and Mr J are complaining that Royal & Sun Alliance Insurance Limited (RSA) declined a claim they made on their buildings insurance policy. Mrs J has handled the claim on Mrs J and Mr J’s behalf so for ease of reference I shall refer to her throughout.... (3 pages)View decision -
Decision Reference DRN-5056692
13 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5056692 The complaint Ms A complains Santander UK Plc didn’t handle a direct debit guarantee claim fairly. What happened Ms A had a direct debit for a utility provider, B, to pay her monthly bills. In February 2024 B took over £600 via this direct debit. This amount was six times ... (3 pages)View decision -
Decision Reference DRN-5255682
13 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5255682 The complaint Miss C says a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner’) gave her unsuitable advice in relation to her SJP Retirement Account (‘RA’) resulting, since its inception in 2019, in its underperformance and in a loss of its nominal and re... (16 pages)View decision
