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-4720542
4 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4720542 The complaint Mr W complains that Santander UK Plc hasn’t treated him fairly when he experienced financial difficulty with his mortgage. In particular, it took repossession action against him. When his family cleared the arrears Santander refused to convert the mortgage from re... (6 pages)View decision -
Decision Reference DRN-4720555
4 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4720555 The complaint Mr W complains that he was unable to open an ISA with Nationwide Building Society online as he does not have a mobile phone, so had to visit a branch to open it. What happened In March/April 2023, Mr W decided that he wanted to move his ISA to a new fixed rate int... (3 pages)View decision -
Decision Reference DRN-4366456
4 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4366456 The complaint Mr Y complains about the settlement paid by AXA Insurance UK Plc under his landlord insurance claim. What happened Mr Y holds a landlord insurance policy with AXA that covers two properties he rents out. In late 2021, he became aware that one of the properties was... (4 pages)View decision -
Decision Reference DRN-4691334
4 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4691334 The complaint Mr M complains that HSBC UK Bank Plc (HSBC) refused access to his account. He isn’t happy with the £100 compensation already paid and the additional £150 offered. He would like £10,900 compensation. What happened The details of this complaint are well known to bot... (2 pages)View decision -
Decision Reference DRN-4721287
4 Apr 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4721287 The complaint Ms B is unhappy with the service she has received from The Royal London Mutual Insurance Society Limited (Royal London). She says there were delays in receiving her annuity and poor communication. She would like compensation and an explanation as to why only one o... (6 pages)View decision -
Decision Reference DRN-4704246
4 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4704246 The complaint Mrs C is complaining about the amount U K Insurance Limited (UKI) has paid after she made a claim against a commercial property insurance policy that covered a property she owned. What happened In January 2023 an overflowing bath from the flat above the property M... (4 pages)View decision -
Decision Reference DRN-4720597
3 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4720597 The complaint Ms G is unhappy that HSBC UK Bank Plc didn’t complete a transfer she instructed and with the service she received from HSBC surrounding that issue. What happened On Saturday 5 August 2023, Ms G instructed a payment online relating to her business. The next day, Su... (3 pages)View decision -
Decision Reference DRN-4678028
3 Apr 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4678028 The complaint Mr D is unhappy about the service he received from Barclays Bank UK PLC when he applied for a loan. What happened Mr D wanted to borrow £3000 for home furnishings. He tried to apply via the app but received an error code. Mr D called Barclays to complete the appli... (2 pages)View decision -
Decision Reference DRN-4645101
3 Apr 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4645101 The complaint Miss C has complained that One Call Insurance Services Limited incorrectly recorded her as having several months of missed payments due under her home insurance policy. What happened Miss C took out a home insurance policy through One Call. The following day One C... (2 pages)View decision -
Decision Reference DRN-4594708
3 Apr 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4594708 The complaint Miss W complains that Nationwide Building Society blocked her account without providing an explanation or warning. Miss W says this caused her unnecessary inconvenience and worry. What happened Miss W had a current account with Nationwide. In June 2023, Nationwide... (4 pages)View decision
