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
-
Decision Reference DRN-4869101
1 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4869101 The complaint Ms A and Mr P complain that, despite having followed the instructions in the Final Redemption Statement they received from Barclays Bank UK PLC, to calculate the amount they needed to pay to redeem their mortgage, Barclays said they owed more money, and they had t... (6 pages)View decision -
Decision Reference DRN-4794215
1 Jul 2024 Santander UK Plc UpheldMortgagesDRN-4794215 The complaint Mr and Mrs S complain that Santander UK Plc treated them unfairly when they asked for a term extension for their mortgage to lower their monthly payments. They say they struggled with their mortgage payments. Mr and Mrs S ask that Santander extends the mortgage te... (4 pages)View decision -
Decision Reference DRN-4857207
1 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4857207 The complaint Mr B complains that Vanquis Bank Limited irresponsibly provided him with credit. What happened Vanquis opened a credit card account for Mr B in January 2021 with a £1,000 credit limit. It increased the limit to £2,000 in June 2021. Mr B complained to Vanquis in Ma... (3 pages)View decision -
Decision Reference DRN-4806980
1 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4806980 The complaint Mr and Mrs S complain about how Advantage Insurance Company Limited dealt with a claim against their motor insurance policy. Reference to Advantage includes its agents. What happened In summary, in May 2022, the convertible roof of Mr and Mrs S’ car was vandalised... (6 pages)View decision -
Decision Reference DRN-4883503
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4883503 The complaint Ms I complains about the interest and charges HSBC UK Bank Plc have applied to her overdraft account. She says these charges have caused her to get further into financial difficulty. What happened I previously issued my provisional decision on this case, setting o... (4 pages)View decision -
Decision Reference DRN-4662094
1 Jul 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4662094 The complaint Mr C complains that HSBC UK Bank Plc decided to unfairly close his bank account and share incorrect information about him. This negatively impacted his credit file, and caused him significant detriment. He’d like compensation for the impact and his credit file rep... (4 pages)View decision -
Decision Reference DRN-4882567
1 Jul 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4882567 The complaint Mrs L is unhappy because Red Sands Insurance Company (Europe) Limited declined a claim she made on her pet insurance policy. What happened In October 2023, Mrs L made a claim under her policy with Red Sands for the cost of treatment after her dog was injured by a ... (5 pages)View decision -
Decision Reference DRN-4879845
1 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4879845 The complaint Mr K’s complaint against Phoenix Life Limited (trading as Standard Life Assurance Limited) is about the partial transfer of his pension to another pension provider. Mr K is unhappy that some of the funds sold were then held in cash for over a month before they wer... (10 pages)View decision -
Decision Reference DRN-4883236
1 Jul 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4883236 The complaint A solicitors’ firm representing Mrs C complains on her behalf about St. James's Place Wealth Management Plc, referred to as ‘SJP’. In summary, it says that Mrs C didn’t receive a review of her investments in 2018 so had been wrongly charged for a service that... (4 pages)View decision -
Decision Reference DRN-4867465
1 Jul 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4867465 The complaint Mr C complains about some customer service issues he’s had with a loan from Sainsbury's Bank Plc (“Sainsbury’s”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my r... (2 pages)View decision