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 125299 results
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Decision Reference DRN-4460885
16 Nov 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4460885 The complaint Miss E and Mr F’s complaint is about a mortgage they have with Barclays Bank UK PLC. They are unhappy that Barclays reneged on attaching a fixed interest rate product to their mortgage when they were struggling to manage their payments. What happened Miss E and Mr... (4 pages)View decision -
Decision Reference DRN-4460335
16 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4460335 The complaint Mr M and Mrs E complain that AXA Insurance UK Plc (“AXA”) have unfairly declined a claim made under their commercial property insurance policy. What happened Mr M and Mrs E own a house which they rent out to a tenant. The rental property is insured with AXA. In Au... (3 pages)View decision -
Decision Reference DRN-4286219
16 Nov 2023 National Westminster Bank Plc UpheldMortgagesDRN-4286219 The complaint Mr and Mrs M’s complaint relates to an application for additional borrowing on a mortgage they hold with National Westminster Bank Plc (NatWest). They are unhappy with the amount of time it took for the application to be declined, which meant that interest rates i... (3 pages)View decision -
Decision Reference DRN-4460551
16 Nov 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4460551 The complaint Mr I trading as ‘M’ (a sole trader) complains that ClearBank Limited didn’t do enough to protect him against losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of so... (4 pages)View decision -
Decision Reference DRN-4460810
16 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4460810 The complaint Mr and Mrs S’ complaint is about delays that occurred during the process of applying for a lifetime mortgage with more 2 life Ltd. They said the delays meant that the mortgage interest rate they would have eventually been able to complete with was considerably hig... (6 pages)View decision -
Decision Reference DRN-4401567
16 Nov 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4401567 The complaint Mr S has complained about the length of time it took Aviva Life & Pensions UK Limited (Aviva) to process his retirement claim. What happened Mr S had a pension policy with Aviva. It had originally been with Friends Life but was taken over by Aviva. Mr S’s sele... (5 pages)View decision -
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
