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 121262 results
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Decision Reference DRN-4185983
16 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4185983 The complaint Mrs N’s complaint is about a joint buy-to-let mortgage she is a party to with Barclays Bank UK Plc. She is unhappy that despite there being a marital dispute marker on the mortgage account, Barclays attached a new interest rate product to the account without her c... (3 pages)View decision -
Decision Reference DRN-4161233
16 Nov 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4161233 The complaint Miss C complains about Advantage Insurance Company Limited’s (‘Advantage’) decision to decline her motor insurance claim. Advantage are the underwriters (insurers) of this policy. As Advantage have accepted they are accountable for the actions of their agents, in ... (4 pages)View decision -
Decision Reference DRN-4413809
16 Nov 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4413809 The complaint Mr E complains that Metro Bank PLC unfairly closed his account and asked him to repay his outstanding balances, which has had an impact on his credit file. He’s asked for the debts to be written off. What happened The facts of this case are largely not in dispute,... (4 pages)View decision -
Decision Reference DRN-4318197
16 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4318197 The complaint and background Mr and Mrs B complain that Barclays Bank UK PLC made a catalogue of mistakes in its handling of their mortgage sub-accounts between 2014 and 2021. They say those mistakes led to them having to pay substantially higher rates of interest than they sho... (5 pages)View decision -
Decision Reference DRN-4068906
16 Nov 2023 Evolution Insurance Company Limited UpheldInsuranceDRN-4068906 The complaint Mr and Mrs C complain about the way Evolution Insurance Company Limited dealt with claims they made under their new home warranty. Reference to Evolution includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise ... (6 pages)View decision -
Decision Reference DRN-4040766
16 Nov 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4040766 The complaint Mr H complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr H says he was approached by a... (40 pages)View decision -
Decision Reference DRN-4297590
16 Nov 2023 Marshmallow Insurance Limited UpheldInsuranceDRN-4297590 The complaint Mr H complains about his insurer, Marshmallow Insurance Limited (Marshmallow) charging a fee when he cancelled his policy in the cooling off period. Any reference to Marshmallow in this decision includes their agents. What happened In January 2023 Mr H took out a ... (4 pages)View decision -
Decision Reference DRN-4460142
16 Nov 2023 Target Servicing Limited UpheldMortgagesDRN-4460142 The complaint Mr and Mrs D complain that Target Servicing Limited delayed the redemption of their mortgage causing them to mis out on a fixed rate product they’d successfully applied for with another lender. What happened Mr and Mrs D took a mortgage in 2010 to buy their home. ... (7 pages)View decision -
Decision Reference DRN-4456004
16 Nov 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4456004 The complaint Mr B complains that NewDay Ltd has refused his account application and hasn’t provided him with the reasons for doing so. He also complains that NewDay has ignored his letters to it about the application. What happened Mr B says he held a credit card account which... (3 pages)View decision -
Decision Reference DRN-4459860
16 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4459860 The complaint Mr G is unhappy that Santander UK Plc defaulted his account after he’d entered a payment arrangement with them. What happened Mr G had a credit card with Santander which was in arrears. In October 2022, Mr G spoke with Santander and agreed to a 15-month payment pl... (4 pages)View decision
