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 362716 results
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Decision Reference DRN-4986606
1 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4986606 The complaint Mr J complains that Nationwide Building Society applied an interest-only concession and a new lower interest rate to a mortgage that he holds jointly with another person. Mr J said he didn’t agree with these changes being made to the mortgage. What happened Thi... (3 pages)View decision -
Decision Reference DRN-5036484
1 Oct 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5036484 The complaint Mrs W, as Executrix of her late husband’s estate and potential beneficiary of funds from his Retirement Account (RA), says St. James's Place Wealth Management Plc (SJP) was negligent because: - It failed to ensure Mr W had completed an Expression of Wishes... (13 pages)View decision -
Decision Reference DRN-4914202
1 Oct 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4914202 The complaint Miss T complains that Loans2Go (“Loans2Go”) irresponsibly granted her a loan she couldn’t afford to repay. What happened In May 2023, Miss T took out a fixed sum loan agreement for a loan for £2,000 that was repayable over 24 months. Under the terms of the loa... (4 pages)View decision -
Decision Reference DRN-5052434
1 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5052434 The complaint Mr W complains that Santander UK Plc provided him with poor customer service regarding the credit card he holds with them after attempted transactions using the physical card were declined. What happened Mr W says that he attempted to use his Santander credit c... (4 pages)View decision -
Decision Reference DRN-5053775
1 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5053775 The complaint Mr and Mrs B complained that the settlement they have been offered for their claim by Aviva Insurance Limited (“Aviva”) has not been fully explained and is unfair. Aviva are providing cover under a home insurance policy. What happened Following a flood in Janua... (4 pages)View decision -
Decision Reference DRN-5002063
1 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5002063 The complaint Mr H is unhappy that Santander UK Plc will not pay him the advertised switching bonus of £185. What happened Mr H moved his account to Santander but as he did not have the required number of active direct debits when the bank checked his eligibility it did not ... (2 pages)View decision -
Decision Reference DRN-5051220
1 Oct 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5051220 The complaint Mrs D complains that Liverpool Victoria Financial Services Limited (LV) has turned down incapacity claims she made on two personal income protection insurance policies. What happened The circumstances of this complaint are well-known to both parties. So I’ve s... (6 pages)View decision -
Decision Reference DRN-4931951
1 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4931951 The complaint Mr A is unhappy with the overall service British Gas Insurance Limited (British Gas) provided in relation to a claim made on his Homecare agreement. Mr A is being represented by his son, Mr B, on this complaint. I realise Mr B has handled this claim and has bee... (4 pages)View decision -
Decision Reference DRN-5053579
1 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-5053579 The complaint Mr H is complaining about the way Metro Bank PLC trading as RateSetter reported his personal loan to the credit reference agencies. What happened In April 2019, RateSetter approved Mr H’s application for a £10,000 loan. In January 2023, he contacted RateSetter ... (4 pages)View decision -
Decision Reference DRN-4914517
1 Oct 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4914517 The complaint Mr P complains that Zempler Bank Limited trading as Cashplus irresponsibly lent to him. What happened Mr P was approved for a Cashplus credit card in September 2023 with a £1,000 credit limit. Mr P says that Cashplus irresponsibly lent to him. Mr P made a compl... (3 pages)View decision
