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 381196 results
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Decision Reference DRN-5287586
27 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5287586 The complaint Mr L complains that Santander UK Plc misled him that his mortgage product was portable. Santander then declined his porting application. Mr L asks that the early repayment charge (ERC) of about £7,500 is waived or refunded. What happened Mr L took out a new int... (3 pages)View decision -
Decision Reference DRN-5251637
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5251637 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank reported incorrect information to the Credit Reference Agencies (CRA’s). What happened Mr C says that Tesco reported to the CRA’s that he only paid his minimum statement balance when he paid his ful... (2 pages)View decision -
Decision Reference DRN-5281140
27 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5281140 The complaint Mr F complains that Metro Bank Plc (‘Metro’) gave him a current account instead of a basic bank account when he was in financial difficulty. He’s unhappy that Metro permitted him to use the current account’s unauthorised overdraft facility, and this led to a ne... (6 pages)View decision -
Decision Reference DRN-5135412
27 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5135412 The complaint Miss R complains about how U K Insurance Limited (“UKI”) handled a claim and valued her car following a claim on her motor insurance policy. She says UKI didn’t make reasonable adjustments for her needs. What happened Miss R had a motor insurance policy with UK... (4 pages)View decision -
Decision Reference DRN-5237935
27 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5237935 The complaint Mr C complains that he received nuisance calls from a number which he later found out was Sainsburys Bank Plc. What happened Mr C holds a credit card account with Sainsburys. In September 2024 Mr C received calls from a number he didn’t recognise. Each time he ... (2 pages)View decision -
Decision Reference DRN-5284530
27 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5284530 The complaint Mr B complains that Pearl, now Phoenix Life Limited (‘Phoenix Life’), undertook insufficient due diligence when transferring his personal pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in June 2016. Mr B’s QROPS - the Harbour Retirement ... (9 pages)View decision -
Decision Reference DRN-5267390
27 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5267390 The complaint Mr M complains Advantage Insurance Company Limited (trading as Hastings) handled his motor insurance claim poorly. What happened In December 2023 Mr M’s car was damaged whilst parked. He identified a third-party driver he suspected to have caused the damage. H... (2 pages)View decision -
Decision Reference DRN-5287190
27 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5287190 The complaint M, a religious charity, complains that Starling Bank Limited unreasonably declined to open an account for them. What happened In August 2023 M applied for an account with Starling. The bank reviewed the application but declined to open an account. They decline... (3 pages)View decision -
Decision Reference DRN-5280716
27 Jan 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5280716 The complaint Mr and Mrs H are unhappy with how Great Lakes Insurance UK Limited dealt with a claim they made on an annual travel insurance policy. As it is Mrs H leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr H was diag... (3 pages)View decision -
Decision Reference DRN-5242933
27 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5242933 The complaint Mr K complains about Ageas Insurance Limited (“Ageas”) declining a claim he made on his car insurance policy and delays in it dealing with the claim. What happened In January 2024 Mr K was involved in a road traffic accident with another vehicle. He contacted ... (3 pages)View decision
