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 369227 results
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Decision Reference DRN-4801453
12 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4801453 The complaint Mr G has complained about the length of time it took Nationwide Building Society to resolve a dispute regarding his credit card account. What happened Mr G bought an item from a third party using his Nationwide credit card. He decided to return the item, but di... (2 pages)View decision -
Decision Reference DRN-5150783
12 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5150783 The complaint Mr M complains about the markers Secure Trust Bank Plc trading as V12 Retail Finance (V12) placed on his credit file. What happened For a period, Mr M’s correspondence with V12 was handled on his behalf by his wife, but I refer to Mr M as the borrower and comp... (4 pages)View decision -
Decision Reference DRN-5162359
12 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5162359 The complaint Mr M complains about how Aviva Insurance Limited handled and settled a claim he made under an insurance policy following the loss of his watch. What happened On 14 March 2023, Mr M contacted Aviva over the telephone to discuss an online quotation for an insura... (5 pages)View decision -
Decision Reference DRN-5154709
12 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5154709 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money allowed a payment to be taken following the closure of his account. What happened Mr C held a credit card account with Virgin Money. In May 2024 Mr C went abroad and used his credit card to pay for... (2 pages)View decision -
Decision Reference DRN-5152812
12 Dec 2024 Allianz Insurance Plc Not upheldInsuranceDRN-5152812 The complaint Mr C is unhappy Allianz Insurance Plc trading as Petplan has reviewed the exclusions placed on a pet insurance policy and made them permanent. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full again here. ... (3 pages)View decision -
Decision Reference DRN-5172860
12 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5172860 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr D applied for an Aqua credit card in April 2023. In his application, Mr D said he was employed with an income of £30,000. Aqua appl... (2 pages)View decision -
Decision Reference DRN-5209324
12 Dec 2024 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5209324 The complaint Mrs L complains that Legal and General Assurance Society Limited (L&G) delayed setting up an annuity and reduced the income rate available. She wants compensation for the losses. What happened Mrs L had a pension with Royal London and wanted to take her be... (3 pages)View decision -
Decision Reference DRN-4840335
12 Dec 2024 Healthcare Finance Limited Not upheldConsumer CreditDRN-4840335 The complaint Miss K has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2022 Miss K entered into a two-year fixed sum loan agre... (5 pages)View decision -
Decision Reference DRN-5102673
12 Dec 2024 McCarron Coates Ltd Not upheldInsuranceDRN-5102673 The complaint R complains that McCarron Coates Ltd (‘MC’) mis-sold it a business protection insurance policy which didn’t extend to covering the risks its business was undertaking. R wants MC to reimburse it for the loss it says it has suffered as a result of this. R’s compl... (3 pages)View decision -
Decision Reference DRN-4988207
12 Dec 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4988207 The complaint Mr A complains that Lloyds Bank PLC misled him about the interest he would pay on his mortgage during a six month interest only period. He says that he’s been overcharged interest as a result. What happened Mr A has a mortgage with Lloyds. In August 2023, he as... (7 pages)View decision
