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-4709329
26 Apr 2024 Zurich Insurance PLC UpheldInsuranceDRN-4709329 The complaint R complains about Zurich Insurance PLC’s decision to decline renewal of R’s property insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. R is a pension scheme. Up to July 2023, ... (3 pages)View decision -
Decision Reference DRN-4730982
26 Apr 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4730982 The complaint A charity I’ll call L complains that PayrNet Limited (Pockit) blocked then closed its account, and declined to return the account balance. L is represented by Mrs M. What happened On 9 December 2021, Mrs M noticed L’s account had been blocked. She tried to contact... (4 pages)View decision -
Decision Reference DRN-4245814
26 Apr 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4245814 The complaint Mr T complains about how The National Farmers' Union Mutual Insurance Society Limited (NFU) handled a claim he made on his motor insurance policy after he was involved in a road traffic accident. What happened Mr T held a motor insurance policy with NFU. When... (2 pages)View decision -
Decision Reference DRN-4766958
26 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4766958 The complaint Miss D is unhappy that Starling Bank Limited (Starling) won’t refund the money she lost after falling victim to a safe account scam. What happened I issued my provisional decision on this complaint on 28 March 2024. I wanted to give both sides a chance to provide ... (7 pages)View decision -
Decision Reference DRN-4620920
26 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4620920 The complaint Mr A complains that Barclays Bank UK PLC went back on an agreement it made with him to change his mortgage payment basis to ‘interest only.’ What happened In 2015 Mr A took a mortgage with Barclays for approximately £163,000, on a capital repayment basis over 25 y... (3 pages)View decision -
Decision Reference DRN-4322858
26 Apr 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4322858 The complaint Mr T complains that Brent Shrine Credit Union Limited didn’t void a loan he says was fraudulently taken out in his name. What happened Both parties are aware of the circumstances surrounding the complaint, so I won’t repeat them again in detail here. In summary, M... (3 pages)View decision -
Decision Reference DRN-4765963
26 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4765963 The complaint Ms K complains that Barclays Bank UK PLC incorrectly recorded information on her credit file and she’s lost out as a result. What happened It isn’t disputed that Barclays incorrectly recorded incorrect information on Ms K’s credit file at different points. Barclay... (5 pages)View decision -
Decision Reference DRN-4731385
26 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4731385 The complaint Mr B complains as a director of I, a company, that Barclays Bank UK PLC delayed in removing one employee and replacing two others from its banking mandate. What happened In July 2023, Mr B contacted Barclays in order to have one employee removed and replaced with ... (2 pages)View decision -
Decision Reference DRN-4466746
26 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4466746 The complaint Miss J’s complaint about Santander UK Plc (Santander) relates to the service she received from Santander when seeking to remove her former partner from their joint mortgage. What happened Miss J and her former partner had a mortgage with Santander, and she wished ... (3 pages)View decision -
Decision Reference DRN-4765561
26 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4765561 The complaint Mr S has complained about the amount he was offered by Aviva Insurance Limited (Aviva) to settle his claim for a faulty shower. I have previously issued a provisional decision in this case and received further information from Aviva which I will refer to below. Wh... (4 pages)View decision
