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 119142 results
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Decision Reference DRN-3436107
4 May 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3436107 The complaint Mr A complains Nationwide Building Society unfairly blocked his account. He says they caused him unnecessary stress and inconvenience as a result. What happened Mr A holds a current account with Nationwide. In December 2020 Nationwide blocked his account following... (4 pages)View decision -
Decision Reference DRN-3358868
4 May 2022 AWP P&C SA UpheldInsuranceDRN-3358868 The complaint Mr and Mrs B are unhappy with AWP P&C SA’s decision to decline their travel insurance claim. What happened Mr and Mrs B are unhappy that AWP declined their claim for accommodation costs as they were unable to go on holiday to France. Mr and Mrs B bought an ann... (3 pages)View decision -
Decision Reference DRN-3386635
4 May 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3386635 The complaint Mr B's complaint is about AA Underwriting Insurance Company Limited’s handling of a claim under his home insurance policy. What happened In July 2021, Mr B noticed his boiler was losing pressure. A contractor attended who said there must be a leak in the cent... (3 pages)View decision -
Decision Reference DRN-3458119
4 May 2022 ReAssure Limited UpheldInvestmentsDRN-3458119 The complaint Mr and Mrs M complain about the service they received from ReAssure Limited, in relation to information they tried to obtain about their bond online. As compensation they’d like ReAssure to pay them 10% of their bond’s value. What happened In late March 2022, I is... (3 pages)View decision -
Decision Reference DRN-3390466
4 May 2022 Madison CF UK Limited UpheldConsumer CreditDRN-3390466 The complaint Mr B, through his representative, complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to him irresponsibly. What happened Using information from Madison, here is a brief table of the loans approved. Loan 5 was withdrawn and the capital rep... (6 pages)View decision -
Decision Reference DRN-3458493
4 May 2022 Yorkshire Building Society UpheldMortgagesDRN-3458493 The complaint Mr F and Miss S complain that Yorkshire Building Society (YBS) unfairly set up their mortgage in two parts, one of which was on its standard variable rate (SVR) rather than the fixed rate they wanted. They also complain that, having found out about YBS’s error, th... (5 pages)View decision -
Decision Reference DRN-3460904
4 May 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3460904 The complaint Miss W complains that a car supplied under a conditional sale agreement with Moneybarn No. 1 Limited was not of satisfactory quality. What happened In March 2021 Miss W took a used car from Moneybarn under a five-year conditional sale agreement. The car was around... (3 pages)View decision -
Decision Reference DRN-3460734
4 May 2022 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3460734 The complaint Mr P complains that American Express Services Europe Limited (AESEL) trading American Express (Amex) didn’t treat him fairly when he was in financial difficulty. What happened Mr P has an Amex credit card – held since 2003. On the statement sent on 28 April 2021,... (4 pages)View decision -
Decision Reference DRN-3447163
4 May 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3447163 The complaint Mrs F complains that Nationwide Building Society (Nationwide) wouldn’t allow her access to a branch. What happened Mrs F and her husband applied to emigrate to New Zealand and as part of that they needed to transfer their investment accounts into joint names or in... (3 pages)View decision -
Decision Reference DRN-3460459
4 May 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3460459 The complaint Mrs G is unhappy with Mitsubishi HC Capital UK Plc 1 trading as Hitachi Personal Finance’s (Hitachi) handling of her complaint under Section 75 (S75) Consumer Credit Act 1974. At times during this complaint, Mr G has been involved too. But as the agreement is sole... (4 pages)View decision
