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-4676473
11 Jun 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4676473 The complaint Mr O complains that Barclays gave him incorrect information about switching the fixed interest rate on his mortgage. What happened In November 2021, Mr O applied for a mortgage with Barclays and was recommended to take an initial two-year fixed interest rate. His ... (3 pages)View decision -
Decision Reference DRN-4687672
11 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4687672 The complaint Mr and Mrs R have complained about their home emergency insurer Aviva Insurance Limited because they believe it failed to complete a repair which led to damage occurring. What happened There was a leak from the guest toilet in Mr and Mrs R’s home in January 2022. ... (3 pages)View decision -
Decision Reference DRN-4834487
11 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4834487 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost after falling victim to a scam. What happened Mr J’s complaint has been brought by a professional representative. As the account is in Mr J’s name, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4813742
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4813742 The complaint Mr and Mrs C complain about the way Accredited Insurance (Europe) Ltd (“Accredited”) has handled a claim made under their home insurance policy. Any references to Accredited in this decision include its appointed agents. What happened In January 2023, there was a ... (4 pages)View decision -
Decision Reference DRN-4773899
10 Jun 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4773899 The complaint Mr K’s complaint is about the handling of a claim made under his appliance insurance policy with Domestic & General Insurance Plc. What happened Mr K holds a policy with Domestic & General which provides insurance in respect of the breakdown of his televis... (3 pages)View decision -
Decision Reference DRN-4492181
10 Jun 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4492181 The complaint Mrs F complains Zopa Bank Limited are holding her liable for a loan taken out in her name as part of a scam. Mr F, Mrs F’s husband, is representing her in this complaint. What happened Around August 2022, Mrs F fell victim to a scam. I understand that, during a pe... (3 pages)View decision -
Decision Reference DRN-4842420
10 Jun 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4842420 The complaint Mrs W is unhappy that NewDay Ltd trading as John Lewis Partnership Card declined her request for a credit limit increase and refused to tell her why. What happened In 2022 Mrs W opened a John Lewis credit card account with a credit limit of £300. Mrs W contacted N... (2 pages)View decision -
Decision Reference DRN-4830128
10 Jun 2024 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-4830128 The complaint Mr C, through a representative, says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. What happened In March 2023 RBS approved Mr C’s loan application. It agreed to lend him £5,000 over 12 months. The monthly repayments were £476.82 and the total re... (2 pages)View decision -
Decision Reference DRN-4836080
10 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4836080 The complaint Ms C complains that HSBC UK Bank Plc blocked her bank accounts. She is also unhappy about the service she received and wants compensation for the trouble and upset she was caused. What happened Ms C has a current account and savings accout with HSBC. Ms C used her... (4 pages)View decision -
Decision Reference DRN-4583266
10 Jun 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4583266 The complaint Mr and Mrs S complain that Nationwide Building Society blocked their joint current account without good reason and without giving them notice that it intended to do so. What happened Mr and Mrs S hold a joint current account with Nationwide. On 31 July 2023 Nation... (2 pages)View decision
