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 125363 results
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Decision Reference DRN-4768845
30 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4768845 The complaint Miss L complains that Aviva Insurance Limited declined her claim against a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Miss L was a beneficiary... (4 pages)View decision -
Decision Reference DRN-4758082
30 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4758082 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. What happened On 25 January 2023, Mr S was supplied with a used car through a hire purchase agree... (4 pages)View decision -
Decision Reference DRN-4683049
30 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4683049 The complaint Ms B complains that Chaucer Insurance Company Designated Activity Company rejected a subsidence claim on her buildings insurance policy. What happened In 2016 Ms B noticed some cracking in the walls of her house. She reported this to her then insurer. It was looke... (3 pages)View decision -
Decision Reference DRN-4771566
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4771566 The complaint Mrs C complains Barclays Bank UK PLC didn’t give her essential information when closing an existing Individual Savings Account (ISA) and taking out a new one. What happened During a visit to a Barclays branch, Mrs C asked about current interest rates on ISA’s. She... (4 pages)View decision -
Decision Reference DRN-4767130
30 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4767130 The complaint Miss S complains National Savings and Investments (NS&I) altered details related to her nominated premium bond account, cut her off twice when she was speaking on the telephone and did not provide statements online. What happened I sent the parties a provision... (4 pages)View decision -
Decision Reference DRN-4772635
30 Apr 2024 One 77 Mortgages Limited UpheldMortgagesDRN-4772635 The complaint Mr R and Miss B’s complaint is about advice they received from One 77 Mortgages Limited trading as 177 Mortgages to apply for a mortgage that they later discovered they were not eligible for. This meant that the mortgage offer was withdrawn very late in the proce... (7 pages)View decision -
Decision Reference DRN-4490496
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4490496 The complaint This complaint is brought by Ms A as representative of a partnership. Mr and Mrs J are the partners and I will refer to the partnership as JAJ throughout for ease of reference. JAJ has complained about the poor service they received from Barclays Bank UK PLC. In p... (5 pages)View decision -
Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4746361
30 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4746361 The complaint Mr M’s complaint is about the Mortgage Current Account (MCA) linked to his residential mortgage account with Barclays Bank UK PLC. Because of errors made by Barclays in reducing the MCA limit, adverse information was recorded on Mr M’s credit file. Barclays has ag... (3 pages)View decision -
Decision Reference DRN-4767972
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767972 The complaint Miss B complains she was mis-sold a basic account when she visited a branch of Barclays Bank UK PLC to open a ‘Rainy Day’ savings account, and wasn’t provided with this latter Account. What happened I sent the parties a provisional decision in March 2024, in which... (4 pages)View decision
