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 125399 results
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Decision Reference DRN-4744556
16 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4744556 The complaint This complaint is about a mortgage Mr O and Ms P hold with Barclays Bank UK PLC. Mr O and Ms P are unhappy that Barclays promised them a certain interest rate when their existing deal expired, but then applied a higher rate. It’s a joint mortgage, and both borrowe... (4 pages)View decision -
Decision Reference DRN-4719361
16 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4719361 The complaint Mrs C complains about the way that Chaucer Insurance Company Designated Activity Company has settled a cancellation claim she made on a travel insurance policy. What happened Mrs C was due to travel abroad in June 2022. Unfortunately, she became unwell and wasn’t ... (4 pages)View decision -
Decision Reference DRN-4549915
16 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4549915 The complaint Miss S complains that esure Insurance Limited (“esure”) cancelled her motor insurance policy. Esure is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of its agent. As esure has accepte... (3 pages)View decision -
Decision Reference DRN-4660657
16 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4660657 The complaint Ms D has complained that Advantage Insurance Company Limited unreasonably and unfairly declined to pay her theft claim of her car under her motor policy. Ms D is represented by an independent loss adjuster who I shall call Mr C. What happened Ms D’s car was stole... (6 pages)View decision -
Decision Reference DRN-4743525
16 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4743525 The complaint Mrs H complains that Santander UK Plc sold her an interest only mortgage when she did not have the means to repay it at the end of the term. She also complains that it has treated her unfairly by refusing to extend the term of the mortgage by five years. What happ... (3 pages)View decision -
Decision Reference DRN-4743988
16 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4743988 The complaint Mr G and Miss M have complained about a declined porting application they made with Santander UK Plc. What happened Mr G and Miss M had an existing mortgage with Santander and on 26 May 2023 they applied to port it to a property they wanted to buy. The application... (3 pages)View decision -
Decision Reference DRN-4641791
16 Apr 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4641791 The complaint Mr M is unhappy that CIGNA Life Insurance Company of Europe SA-NV declined a claim on his employer’s group medical insurance policy. What happened Mr M was diagnosed with prostate cancer in early 2023. He claimed on his policy for High Intensity Focused Ultrasound... (3 pages)View decision -
Decision Reference DRN-4743897
16 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4743897 The complaint Miss G complains Barclays Bank UK PLC provided poor service and they’ve not calculated the interest correctly on her Help To Buy Individual Savings Account (ISA). What happened Miss G opened a Help to Buy ISA with Barclays in 2019. She says in April 2023, she thou... (4 pages)View decision -
Decision Reference DRN-4706360
16 Apr 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-4706360 The complaint Mrs B complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan she couldn’t afford. Mrs B is also unhappy with the help and support MoneyBoat provided after she missed her contractual repayments. What happe... (4 pages)View decision -
Decision Reference DRN-4743585
16 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4743585 The complaint Mr N complains that HSBC UK Bank Plc (‘HSBC’) won’t refund money he lost after falling victim to a rogue builder scam. What happened In 2020, Mr N bought a new property and needed some building work completed. Mr N says he selected the property with the help of an... (7 pages)View decision
