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 369228 results
-
Decision Reference DRN-5225642
13 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5225642 The complaint Mrs A1 and Mrs A2’s complaint arises from their mortgage account held with Nationwide Building Society. They are unhappy that they were told that if they made £100 monthly overpayments towards their mortgage this would reduce the mortgage term, when instead it ... (3 pages)View decision -
Decision Reference DRN-5232582
13 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5232582 The complaint Mrs J and Mr J are complaining that Royal & Sun Alliance Insurance Limited (RSA) declined a claim they made on their buildings insurance policy. Mrs J has handled the claim on Mrs J and Mr J’s behalf so for ease of reference I shall refer to her throughout.... (3 pages)View decision -
Decision Reference DRN-5056692
13 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5056692 The complaint Ms A complains Santander UK Plc didn’t handle a direct debit guarantee claim fairly. What happened Ms A had a direct debit for a utility provider, B, to pay her monthly bills. In February 2024 B took over £600 via this direct debit. This amount was six times ... (3 pages)View decision -
Decision Reference DRN-5255682
13 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5255682 The complaint Miss C says a St. James’s Place Wealth Management Plc (‘SJP’) partner (‘the partner’) gave her unsuitable advice in relation to her SJP Retirement Account (‘RA’) resulting, since its inception in 2019, in its underperformance and in a loss of its nominal and re... (16 pages)View decision -
Decision Reference DRN-5241708
13 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5241708 The complaint Mr N complains that Aviva Insurance Limited (“Aviva”) didn’t update him on a claim he made on his home insurance policy. What happened Mr N contacted Aviva to make a claim in October 2023 after noticing damp in one of his bedrooms. After carrying out an inspec... (3 pages)View decision -
Decision Reference DRN-5219184
13 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5219184 The complaint Mrs and Mr W complain about the way in which Aviva Insurance Limited handled and settled a claim they made under their home emergency policy following a leaking kitchen tap. They are also unhappy with the service they received after reporting their claim. What... (4 pages)View decision -
Decision Reference DRN-5213908
13 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5213908 Complaint Mr R has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In June 2022, Aqua provided Mr R with a credit card which h... (3 pages)View decision -
Decision Reference DRN-5201017
13 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5201017 Complaint Mr E has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsible to lend to him. Background In January 2019, Vanquis provided Mr E with a c... (3 pages)View decision -
Decision Reference DRN-5253430
13 Jan 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5253430 Complaint Ms T complains that Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) unfairly entered into a conditional-sale agreement with her. She’s said the agreement was unaffordable for her. Ms T is being represented by a Claims Ma... (3 pages)View decision -
Decision Reference DRN-5249961
13 Jan 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5249961 Complaint Mr H complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision
