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 119592 results
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Decision Reference DRN-3315245
15 Feb 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3315245 The complaint Mrs M complains about the service Barclays Bank UK PLC provided when she wanted to reduce the mortgage over her business premises. What happened Mrs M has a commercial mortgage with Barclays. In March 2020 Barclays wrote to Mrs M following an annual review of her ... (7 pages)View decision -
Decision Reference DRN-3294639
15 Feb 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3294639 The complaint Mr and Mrs S complain about the way Royal & Sun Alliance Insurance Plc (“RSA”) has handled a claim he made on his insurance policy following an escape of water at his property. Mr S is bringing the complaint on behalf of he and Mrs S, so for ease I’ve only ref... (5 pages)View decision -
Decision Reference DRN-3240673
15 Feb 2022 QIC Europe Ltd UpheldInsuranceDRN-3240673 The complaint Mr A has complained about the way a claim was handled which he made under a buildings insurance policy he holds jointly with Mrs K. The insurer of the policy is QIC Europe Ltd. All references in my decision to the insurer QIC includes its agents. What happened Mr ... (4 pages)View decision -
Decision Reference DRN-3315039
15 Feb 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3315039 The complaint Ms S complains that Advantage Insurance Company Limited mishandled her claim on a motor insurance policy. Where I refer to Advantage or the insurer, I include the intermediary and others insofar as I hold Advantage responsible for their acts or omissions. What hap... (6 pages)View decision -
Decision Reference DRN-3221786
15 Feb 2022 Kensington Mortgage Company Limited UpheldMortgagesDRN-3221786 The complaint Mr C complains that Kensington Mortgage Company Limited wrongly recorded a coronavirus payment deferral as missed payments on his credit file. This caused him delay and additional expense in taking a new mortgage elsewhere. What happened Mr C had a mortgage with K... (4 pages)View decision -
Decision Reference DRN-3293450
15 Feb 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3293450 The complaint Mr W is complaining that Avantcredit of UK LLC irresponsibly lent to him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-3171153
15 Feb 2022 Starling Bank Limited UpheldBanking and PaymentsDRN-3171153 The complaint Mrs G is unhappy Starling Bank Limited won’t refund money she was tricked into transferring to a fraudster. What happened In late August 2020 Mrs G received a call on her mobile phone, the caller ID showed the call was coming from another bank, that I’ll call F. T... (5 pages)View decision -
Decision Reference DRN-3231379
15 Feb 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3231379 The complaint Mr H is complaining that a car Moneybarn No. 1 Limited supplied him under a conditional sale agreement was of unsatisfactory quality and was misrepresented to him. What happened In July 2020 Mr H entered into a conditional sale agreement provided by Moneybarn to a... (4 pages)View decision -
Decision Reference DRN-3314981
15 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3314981 The complaint Mr S complained that his claim was unfairly declined under his home insurance policy with AXA Insurance UK plc (“AXA”). What happened Mr S’ quad bike was stolen from an outbuilding at his property, so he made a claim on his policy. AXA declined the claim due to an... (2 pages)View decision -
Decision Reference DRN-2699908
15 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2699908 The complaint Mrs B complains that HSBC UK Bank Plc won’t refund money she lost when she fell victim to a scam. What happened In June 2019 Mrs B fell victim to a scam. The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision
