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 365917 results
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Decision Reference DRN-5051113
30 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5051113 The complaint Mr B complains Revolut Ltd is holding him liable for three transactions he says he didn’t carry out or authorise. What happened Mr B has an account with Revolut and a debit card ending 9080. Mr B says he was abroad working on 28 November 2022 when a person or p... (3 pages)View decision -
Decision Reference DRN-5014311
30 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-5014311 The complaint Miss A complains about the way U K Insurance Limited (“UKI”) handled a motor insurance claim. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. M... (4 pages)View decision -
Decision Reference DRN-4975550
30 Sep 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-4975550 The complaint Mrs G complains about how Barclays Bank UK PLC is reporting a loan on her credit file. What happened I issued a provisional decision on this complaint in July 2024. In that decision I explained why I thought the complaint should be upheld and what Barclays need... (5 pages)View decision -
Decision Reference DRN-4691831
30 Sep 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4691831 The complaint Mr A is unhappy with a car he got using a hire purchase agreement from Mercedes-Benz Financial Services UK Limited. What happened Mr A acquired his car using a hire purchase agreement from Mercedes-Benz in June 2022 for £22,449. It had covered 16,905 miles and... (3 pages)View decision -
Decision Reference DRN-4257480
30 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4257480 The complaint Mrs M complains Nationwide Building Society (‘Nationwide’) delayed returning her money after blocking her account. What happened In February 2022 Mrs M received two transfers into her account for about £6,000 and £1,000. Mrs M has said the money was from her re... (6 pages)View decision -
Decision Reference DRN-4882913
30 Sep 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4882913 The complaint Mr Y has complained about the delay on the part of Haven Insurance Company Limited in settling his claim under his Private Car Plus Insurance Policy. The policy covered his car, which he used for his business of doing deliveries. Any reference to Haven includes... (2 pages)View decision -
Decision Reference DRN-5048947
30 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5048947 The complaint Mr H and Mrs H complain that Barclays Bank UK PLC: - broke a payment agreement they had made in May 2023; - has said it may take legal action to recover the outstanding mortgage debt; and - left sensitive personal and financial information outside their propert... (5 pages)View decision -
Decision Reference DRN-5029522
30 Sep 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5029522 The complaint Miss W is unhappy that Aviva Life & Pensions UK Limited mis-sold her a long-term care insurance policy (‘the policy’). Although Miss W is being represented in this complaint, I’ve referred to her throughout as she was the policyholder. What happened In 19... (6 pages)View decision -
Decision Reference DRN-4997675
30 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4997675 The complaint Mr S complains that Santander UK Plc has requested one time passcodes (OTP) to authorise transactions to a specific merchant. He also complains that Santander misled him to believe it was the merchant, rather than Santander that had requested the OTPs. What hap... (3 pages)View decision -
Decision Reference DRN-5017574
30 Sep 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5017574 The complaint Dr B has complained about the service provided by is unhappy with the service provided by Aviva Life & Pensions UK limited (Aviva) when he wanted to encash his pension benefits as a lump sum. He believes that Aviva caused a delay to the process, resulting i... (6 pages)View decision
