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 130193 results
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Decision Reference DRN-5016088
11 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5016088 The complaint Mrs F has complained Nationwide Building Society added an additional accountholder to one of her Nationwide accounts which enabled the joint accountholder to withdraw money with Mrs F’s authority. What happened Mrs F is elderly. She lodged a power of attorney w... (3 pages)View decision -
Decision Reference DRN-4701832
11 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4701832 The complaint Mr N is complaining that Sainsbury’s Bank Plc incorrectly reported a default on his personal loan. What happened Mr N had a personal loan with Sainsbury’s Bank. After a payment holiday during 2020 he missed a number of payments, and the account was defaulted in... (3 pages)View decision -
Decision Reference DRN-4927285
11 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4927285 The complaint Miss B complains about delays by U K Insurance Limited trading as Direct Line (“UKI”) dealing with a claim on her pet insurance policy. What happened Miss B made a claim on her policy on 26 October 2023 after her dog became ill. Her vet sent a letter to UKI adv... (2 pages)View decision -
Decision Reference DRN-5013135
11 Sep 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5013135 The complaint Mr L, through a representative, says Vanquis Bank Limited irresponsibly lent to him. What happened Mr L opened a credit card account in August 2018, he was given a £500 limit. This was increased to £1,000 on 1 December 2018 and to £1,750 on 11 May 2019. He say... (3 pages)View decision -
Decision Reference DRN-4992746
11 Sep 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4992746 The complaint Mr W complains about the original advice he was given by Zurich Assurance Ltd (Zurich) to take out a personal pension plan (PPP). In particular he complains that the charges that have been applied are excessive and have adversely impacted the fund value. What ... (11 pages)View decision -
Decision Reference DRN-5015852
11 Sep 2024 Equifax Limited UpheldConsumer CreditDRN-5015852 The complaint Miss H complains Equifax Limited incorrectly applied data to her credit report relating to her sister and refused to remove her data from her sister’s credit report. What happened Incorrect information on Miss H’s credit file In March 2024, Miss H says her si... (5 pages)View decision -
Decision Reference DRN-4837466
11 Sep 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4837466 The complaint Mrs P complains that ReAssure Limited (ReAssure) provided incorrect information in relation to her husband’s personal pension which caused her distress and financial loss. What happened Mrs P’s husband had a personal pension with ReAssure which was originally ... (4 pages)View decision -
Decision Reference DRN-4989885
11 Sep 2024 Santander UK Plc UpheldMortgagesDRN-4989885 The complaint Mr P and Miss R complain about the way Santander UK Plc dealt with a request to transfer their joint mortgage into Mr P’s sole name. Mr P and his representative have dealt with the complaint. Mr P asks that Santander transfers the mortgage into his sole name. W... (3 pages)View decision -
Decision Reference DRN-4632326
11 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4632326 The complaint Mrs H is unhappy that Revolut Ltd won’t refund payments she didn’t make. What happened Mrs H was contacted by someone claiming to be from Revolut who was, in fact, a fraudster. She’s explained she was told her account had been compromised and that she needed to... (3 pages)View decision -
Decision Reference DRN-4990366
11 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4990366 The complaint Mrs W is complaining that HSBC UK Bank Plc won’t refund the payments she made when she fell victim to a scam. What happened The circumstances of the scam are well known to both parties, so to avoid causing Mrs W distress I won’t go into great detail here. In su... (7 pages)View decision