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
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Decision Reference DRN-5139775
16 Dec 2024 Yorkshire Building Society UpheldMortgagesDRN-5139775 The complaint Mr M complains that after he accepted a remortgage deal with Yorkshire Building Society trading as Chelsea Building Society (“CBS”), the figures changed. He said that CBS had withdrawn his offer, without his agreement, and then insisted on charging him more. Wh... (3 pages)View decision -
Decision Reference DRN-5213779
16 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5213779 The complaint Mrs N complains that Santander Consumer (UK) Plc has been charging her for repayments under a loan agreement that she wasn’t aware had been provided when she acquired a car through a separate finance agreement. What happened Mrs N entered into a finance agreeme... (4 pages)View decision -
Decision Reference DRN-4975832
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-4975832 The complaint Mr A has complained that Vitality Health Limited declined a claim made under his private medical insurance cover. What happened Mr A’s cover commenced in August 2023 on moratorium underwriting terms. On 18 September 2023 he had a consultation with a Vitality GP... (2 pages)View decision -
Decision Reference DRN-4991194
16 Dec 2024 Topaz Finance Limited UpheldMortgagesDRN-4991194 The complaint Mr and Mrs E have complained about two buy to let (“BTL”) mortgages they held with Topaz Finance Limited trading as Hyalite Mortgages. What happened Mr and Mrs E applied for these two mortgages through two separate mortgage brokers. The mortgages were taken out... (6 pages)View decision -
Decision Reference DRN-5213993
16 Dec 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-5213993 The complaint Mr B complains Barclays Bank UK PLC trading as Barclaycard failed to complete his Data Subject Access Request (DSAR) promptly or correctly. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied th... (5 pages)View decision -
Decision Reference DRN-4992595
16 Dec 2024 Experian Limited Not upheldConsumer CreditDRN-4992595 The complaint Mr S says Experian Limited retained his bank details after he’d withdrawn his consent for them to do so. What happened In February 2024 Mr S signed up for Experian Boost. In doing so he provided his consent for Experian to retain and use his bank details, in o... (2 pages)View decision -
Decision Reference DRN-5213945
16 Dec 2024 Metropolitan Police Friendly Society Limited UpheldBanking and PaymentsDRN-5213945 The complaint This complaint is about a series of savings plans held by the late Mr P with Metropolitan Police Friendly Society Limited, trading as Metfriendly, and referred to hereafter as MPFS. The essence of the complaint is that when his widow Mrs P sought to claim the ... (4 pages)View decision -
Decision Reference DRN-5128193
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5128193 The complaint Mr A is unhappy with Vitality Health Limited’s decision not to pay his claim in full. What happened Mr A had private medical insurance with Vitality. He began suffering with hip and leg pain and so, called Vitality to make a claim. Mr A said he visited a consul... (2 pages)View decision -
Decision Reference DRN-5213859
16 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5213859 The complaint Mr and Mrs C complain about Aviva Life & Pensions UK Limited’s handling of a withdrawal request on their whole of life policy. What happened At the start of June 2023, Mr and Mrs C contacted Aviva to ask about taking a withdrawal of £10,000, and also maint... (3 pages)View decision -
Decision Reference DRN-5150189
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150189 The complaint Mr C complains Monzo Bank Limited (Monzo) closed his bank account without reasonable notice nor any reason. What happened Mr C says without prior warning he was notified by Monzo it was closing his bank account with immediate effect. Mr C says he has been a cus... (2 pages)View decision
