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 4777 results
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Decision Reference DRN2051957
22 Mar 2017 Santander UK Plc UpheldBanking and creditMrs S complains Santander UK Plc sent personal information to her old address.background Mrs S opened a new account with Santander. As she did this by phone, telephone banking registration details were sent to her. Unfortunately due to an error, these details wer... (1 page)View decision -
Decision Reference DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN-3973856
23 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3973856 The complaint Ms K is unhappy with Barclays Bank UK PLC’s decision to not refund her after she fell victim to a scam. Ms K is represented by a claims management company. What happened Ms K says that, in January 2022, her friend presented an opportunity to make some money. The p... (4 pages)View decision -
Decision Reference DRN-4019788
13 Mar 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4019788 The complaint Mr K has a credit card provided by Vanquis Bank Limited (“Vanquis”) and complains about the lender’s unfair registration of a default on his credit file and Vanquis’s actions following the default. What happened I don’t propose to detail here the full history of t... (4 pages)View decision -
Decision Reference DRN0312872
2 Jun 2016 HSBC Bank plc Not upheldBanking and creditMr A complains that HSBC Bank Plc unfairly registered information about him on a fraud prevention database, because of incorrect credit reference information held against his name.backgroundMr A applied for an account with HSBC, but the application was turned down and HS... (2 pages)View decision -
Decision Reference DRN-2582024
22 Mar 2021 Santander UK Plc Not upheldMortgagesDRN-2582024 The complaint Mr and Mrs D have complained about a mortgage they held with Santander UK Plc. Their complaint can be broken down into four broad areas: Their title deeds. The lack of correspondence when they repaid the mortgage. The delay in receiving back the overpayment the... (4 pages)View decision -
Decision Reference DRN7548792
25 Jun 2013 Aktiv Kapital (UK) Limited Not upheldBanking and creditMr Q complains that Aktiv Kapital (UK) Limited should remove adverse information from his credit file. He says that Aktiv Kapital - on behalf of a bank - is pursuing him for a debt on a credit card account which was closed more than six years ago.backgroundMr Q had a bank credit card acc... (1 page)View decision -
Decision Reference DRN-4832556
6 Nov 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4832556 The complaint Mr A has complained about the transfer of his pension held with Aviva Life & Pensions UK Limited (Aviva) to the DataSpec Pension Scheme (the Scheme) in 2012. The Scheme was subsequently found to be fraudulent and as a result of this Mr A feels it is very li... (9 pages)View decision -
Decision Reference DRN5541579
13 Nov 2013 Allianz Insurance Plc Not upheldInsurance (excluding PPI)summary Mr L complains about Allianz Insurance Plc’s decision to reject a claim he made after he lost his car keys abroad. Mr L also believes his policy was mis-sold but as it was not sold by Allianz Insurance Plc this can only be looked at against the seller of the policy. background M... (1 page)View decision -
Decision Reference DRN7508260
7 Mar 2018 Alliance Trust Savings Limited UpheldInvestment and pensionsMr D says that Alliance Trust Savings Limited (ATS) incorrectly applied paper statement charges to his ISA and pension accounts even though he had registered with ATS for free online statements.Mr D wants ATS to refund the statement charges, apologise to him and pay hi... (3 pages)View decision