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 120614 results
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Decision Reference DRN-3628165
21 Sep 2022 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3628165 The complaint Mr and Mrs S complain that The Royal Bank of Scotland (RBS) declined their request to switch their mortgage from interest only to capital repayment, and because of that, didn’t extend their mortgage term by 12 months. They are also unhappy with how RBS dealt with... (4 pages)View decision -
Decision Reference DRN-3712325
21 Sep 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3712325 The complaint Mrs N complains National Westminster Bank Plc (NatWest) didn’t apply a six-month payment holiday to her personal loan account. Mrs N is represented by Mr N. What happened In October 2016, Mrs N took out a £13,000 personal loan with NatWest with monthly repayments ... (3 pages)View decision -
Decision Reference DRN-3536525
21 Sep 2022 One Insurance Limited UpheldInsuranceDRN-3536525 The complaint Mrs H complains that One Insurance Limited (One) refused to pay a claim on her motor insurance because it said she had given incorrect information when taking out the policy. What happened Mrs H had motor insurance with One which she had taken out online. Her car ... (3 pages)View decision -
Decision Reference DRN-3606516
21 Sep 2022 ITI Capital Limited UpheldInvestmentsDRN-3606516 The complaint Mr C complains about the unsuccessful transfer and delay of his assets from ITI Capital Limited (referred to as “ITI” or the “Transferor”) to a new provider of his choosing, referred to as “the transferee”. What happened Mr C initially held an account with a diffe... (5 pages)View decision -
Decision Reference DRN-3593046
21 Sep 2022 National Savings and Investments UpheldBanking and PaymentsDRN-3593046 The complaint Mr H is unhappy with National Savings & Investments’ response after it repeatedly requested he repay money it credited to his bank account in error, when he had already returned it. What happened NS&I mistakenly paid £1,265.62 into Mr H’s current account i... (2 pages)View decision -
Decision Reference DRN-3704117
21 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3704117 The complaint Mr R complains about U K Insurance Limited trading as Churchill’s (“UKI”) valuation of his car following a claim under his car insurance. He also complains about errors they made in disposing of his car. What happened Mr R’s car was declared a write-off following ... (7 pages)View decision -
Decision Reference DRN-3711755
21 Sep 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3711755 The complaint Mrs B is unhappy that Capital One (Europe) plc provided credit to her which she feels wasn’t affordable for her at those times. What happened In September 2017, Mrs B applied for a credit account with Capital One. Mrs B’s application was approved, and Capital One ... (4 pages)View decision -
Decision Reference DRN-3709183
21 Sep 2022 Enro Limited UpheldInsuranceDRN-3709183 The complaint C, represented by Mrs S, complains that Enro Limited (“Enro”) mis-sold her business protection insurance policies and gave incorrect information about a claim. Any reference to Mrs S or Enro includes any representatives or agents. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-3711655
21 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3711655 The complaint Mr S and Ms D complain that the cash settlement that AA Underwriting Insurance Company Limited (AA) offered for their contents insurance claim is unfair. What happened Mr S and Ms D had a water leak in 2021. This caused damage to both their home and to some of the... (5 pages)View decision -
Decision Reference DRN-3711674
21 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3711674 The complaint Mr E is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t pay £100 cashback to him, in line with an offer he’d received from them. What happened Mr E received an email from Barclays advising of a cashback offer that would be running for a limited t... (3 pages)View decision
