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 128312 results
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Decision Reference DRN-4923783
31 Jul 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4923783 The complaint Mr I has complained about Marshmallow Insurance Limited’s decision to cancel his motor insurance policy and decline his claim under it. What happened Mr I had an accident in April 2022 and made a claim under his policy for damage to his car. Marshmallow cancel... (4 pages)View decision -
Decision Reference DRN-4934930
31 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4934930 The complaint Mr B is unhappy with the length of time that Barclays Bank UK PLC trading as Barclaycard took to update his credit file after he made a large payment. What happened In January 2024, Mr B made two payments to Barclaycard totalling £6,200. In early February 2024,... (4 pages)View decision -
Decision Reference DRN-4533740
31 Jul 2024 National House-Building Council UpheldInsuranceDRN-4533740 The complaint Ms J complains about the extent of work National House-Building Council (NHBC) carried out in relation to a claim she made under her new home warranty. Reference to Ms J includes her representative. What happened The circumstances aren’t in dispute, so I’ll s... (4 pages)View decision -
Decision Reference DRN-4811273
31 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4811273 The complaint Mrs S is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened Mrs S was searching for a job opportunity. She says she left her contact details with several online recruitment websites. She was contacted over a popular instant messa... (24 pages)View decision -
Decision Reference DRN-4825178
31 Jul 2024 Clydesdale Bank Plc UpheldInvestmentsDRN-4825178 The complaint Mr L complains Clydesdale Bank Plc (“Virgin Money”) frustrated his efforts to access his investments. What happened Mr L held a pair of fixed-rate bonds with Virgin Money. He was due to travel abroad for a medical procedure and intended to use some of the mone... (4 pages)View decision -
Decision Reference DRN-4916670
31 Jul 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4916670 The complaint Miss C complains that AXA PPP Healthcare Limited said it wouldn’t be offering her renewal of her private medical insurance policy. What happened Miss C holds private medical insurance cover with AXA. In July 2023, AXA told Miss C that it wouldn’t be offering h... (5 pages)View decision -
Decision Reference DRN-4935515
31 Jul 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4935515 The complaint Mr B complains Frasers Group Financial Services Limited (“Frasers”) unfairly asked him to repay lending in respect of goods he returned. What happened Mr B says he returned an item he purchased using his Frasers account in July 2023.... (3 pages)View decision -
Decision Reference DRN-4799261
31 Jul 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4799261 The complaint Miss W complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) made an error when collecting her direct debit payments in relation to a loan she had with it. This has resulted in her credit file being negatively impacted... (3 pages)View decision -
Decision Reference DRN-4934481
31 Jul 2024 Santander UK Plc UpheldMortgagesDRN-4934481 The complaint Mrs N and Mr S complain that Santander UK Plc allowed them to complete a mortgage application and pay for a valuation to be undertaken despite knowing at outset that it would not lend on their property. What happened Mrs N and Mr S wished to both remortgage and... (3 pages)View decision -
Decision Reference DRN-4940501
31 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4940501 The complaint Mr L complains that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. Advantage is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Advantage has accepted it is acco... (5 pages)View decision