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-3717140
1 Nov 2022 Santander UK Plc UpheldMortgagesDRN-3717140 The complaint Mr and Mrs G are unhappy that Santander didn’t process their mortgage application in time to avoid them having to pay stamp duty. What happened Mr and Mrs G applied for a mortgage with Santander through a broker. The application was dated 20 May 2021. In order to ... (3 pages)View decision -
Decision Reference DRN-3739103
1 Nov 2022 Morses Club PLC UpheldConsumer CreditDRN-3739103 The complaint Ms R, though her representative, complains that Morses Club PLC lent to her when it had not carried out proper affordability checks. If it had done, it would not have lent to Ms R. What happened Using information from Morses here is a brief loan table: Loan Date o... (4 pages)View decision -
Decision Reference DRN-3781414
31 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3781414 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard reported his credit card balance exceeded its credit limit during a payment holiday. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. ... (3 pages)View decision -
Decision Reference DRN-3736223
31 Oct 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3736223 The complaint Mr A complains about the way in which The Prudential Assurance Company Limited (Prudential) handled the transfer of his occupational pension scheme (OPS) benefits into a personal pension. He says, following an administrative error from the employer, the transferre... (6 pages)View decision -
Decision Reference DRN-3780746
31 Oct 2022 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-3780746 The complaint Miss P is a sole trader. She has complained about the impact of China Taiping Insurance (UK) Co Ltd incorrectly declining her business interruption insurance claim and about the amount they paid after applying an average clause. What happened Miss P held business ... (4 pages)View decision -
Decision Reference DRN-3599348
31 Oct 2022 Progressive Money Limited UpheldConsumer CreditDRN-3599348 The complaint Mr M complains that Progressive Money Limited (PML) lent to him irresponsibly. What happened Using information provided to us by PML, Mr M was approved for a £10,000 loan in November 2017. The repayments over ten years were just over £300 each month for 120 months... (12 pages)View decision -
Decision Reference DRN-3748490
31 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3748490 The complaint Mr and Mrs W complain that AXA Insurance UK Plc (“AXA”) have unfairly declined part of an insurance claim made under their buildings insurance policy. Any reference to Mr and Mrs W or AXA includes respective agents and representatives. What happened The background... (3 pages)View decision -
Decision Reference DRN-3744124
31 Oct 2022 Caxton Payments Limited UpheldBanking and PaymentsDRN-3744124 The complaint Mr H complains that Caxton Payments Ltd failed to release his own funds for use whilst he was abroad. What happened Mr H opened a Caxton card for use whilst he was travelling abroad and loaded it with his own funds. During a trip to Europe, he attempted to withdra... (3 pages)View decision -
Decision Reference DRN-3781560
31 Oct 2022 Metro Bank PLC UpheldConsumer CreditDRN-3781560 The complaint Mr A complains that Metro Bank PLC unfairly registered a fraud marker against him with CIFAS – a fraud prevention agency. What happened Mr A explained that at the time of the loan application, he gave an accurate picture about his personal situation to Metro. The ... (2 pages)View decision -
Decision Reference DRN-3730705
31 Oct 2022 UCB Home Loans Corporation Ltd UpheldMortgagesDRN-3730705 The complaint Mr B complains that UCB Home Loans Corporation Ltd caused delays with a planning application. He asks for compensation. What happened Mr B applied for planning permission to build houses on part of his land. He says it took six years to get planning permission and... (3 pages)View decision
