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 121876 results
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Decision Reference DRN-5287031
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5287031 The complaint X complains that she suffered a currency exchange rate loss because of the way Nationwide Building Society handled the international payment she made to a relative abroad. What happened In December 2024, I issued my provisional decision on this complaint. I wan... (5 pages)View decision -
Decision Reference DRN-5141713
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5141713 The complaint Miss Y complains that Nationwide Building Society rejected her claim under section 75 Consumer Credit Act 1974 in respect of a timeshare product. What happened On 19 September 2023 (‘the Time of Sale’) while on holiday abroad Miss Y and her partner attended a pres... (3 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision -
Decision Reference DRN-5167454
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5167454 The complaint Mr B complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In August 2022 Mr B acquired a used car financed through a conditional sale agreement with Santa... (4 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5246220
27 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5246220 The complaint Mrs T complains about Vitality Health Limited’s decision to turn down her claim for physiotherapy under her private medical insurance cover. What happened Mrs T held private medical insurance cover with Vitality. In December 2022, Mrs T asked Vitality to autho... (2 pages)View decision -
Decision Reference DRN-5288067
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5288067 The complaint Mr L complains about Accredited Insurance (Europe) Ltd (“AIL”) and the valuation they placed on his car following its involvement in a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-5288072
27 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5288072 The complaint Mr T complains that AJ Bell Management Limited (“AJ Bell”) provided him with misleading information regarding a sell order he placed in his Self-Invested Personal Pension “SIPP”). What happened Mr T holds a SIPP with AJ Bell. He placed a sell order at 4:48am on... (4 pages)View decision -
Decision Reference DRN-5190865
27 Jan 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5190865 The complaint Mr N complains that Zilch Technology Limited has not removed negative information from his credit file and his account remains open. What happened Mr N says that Zilch agreed to the above as a result of a previous complaint with this service. He says that, alt... (2 pages)View decision -
Decision Reference DRN-5028847
27 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5028847 The complaint Mr and Mrs B complain about the way AXA Insurance UK Plc has handled a claim they made under their home insurance policy. Mr B has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to him. What happened The circumstances aren’t in ... (5 pages)View decision
