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-4827738
13 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4827738 The complaint Mr G complains that Barclays Bank UK PLC trading as Barclaycard failed to honour a welcome bonus he says he was offered for opening a new credit card account. What happened Mr G opened a new credit card with Barclays in February 2024. At that time Barclays was ... (3 pages)View decision -
Decision Reference DRN-4830523
13 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4830523 The complaint Miss L complains about the service she received from Nationwide Building Society (Nationwide). What happened Miss L held several accounts with Nationwide. She complained about a few aspects of the service she received, which included: difficulty transferring ... (5 pages)View decision -
Decision Reference DRN-4873828
13 Aug 2024 AWP P&C S.A. Not upheldInsuranceDRN-4873828 The complaint Ms O complains about the way AWP P&C S.A. has handled a number of claims she made on a personal private medical insurance policy. All references to AWP include the actions of the agents and administrators authorised to act on its behalf. What happened The b... (8 pages)View decision -
Decision Reference DRN-4960966
13 Aug 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4960966 The complaint Mr O opened a self-invested personal pension (“SIPP”) with Carey Pensions UK LLP now Options UK Personal Pensions LLP (“Options”). Mr O transferred his existing personal pensions to the SIPP and made two investments. Mr O’s complaint is that Options acted unfai... (19 pages)View decision -
Decision Reference DRN-4926011
13 Aug 2024 American International Group UK Limited Not upheldInsuranceDRN-4926011 The complaint Mr A complains American International Group UK Limited trading as AIG UK (AIG) handled a claim for a damaged phone unfairly under a mobile phone insurance policy. What happened Mr A held a mobile phone insurance policy through his bank which was underwritten by... (3 pages)View decision -
Decision Reference DRN-4938749
13 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4938749 The complaint Mr H complains that Aviva Insurance Limited declined his request to add an additional named driver to his motor insurance policy and mis-sold the policy to him. Reference to Aviva includes its agents. What happened In summary, Mr H had a comprehensive motor in... (3 pages)View decision -
Decision Reference DRN-4962358
13 Aug 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4962358 The complaint Mrs G has complained about the way Mitsubishi HC Capital UK Plc (“Mitsubishi”) responded to claims she’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) o... (4 pages)View decision -
Decision Reference DRN-4961613
13 Aug 2024 Nationwide Building Society UpheldMortgagesDRN-4961613 The complaint Miss C complains about the way Nationwide Building Society handled her mortgage account whilst she was suffering financial difficulty and ill health. What happened Miss C has a mortgage with Nationwide that fell into arrears in 2016. Miss C wasn’t working and ... (9 pages)View decision -
Decision Reference DRN-4911966
13 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4911966 The complaint Miss N has complained that Lloyds Bank PLC (“Lloyds”) hasn’t helped her to get her money back after she fell victim to a romance scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll s... (2 pages)View decision -
Decision Reference DRN-4962305
13 Aug 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4962305 The complaint Ms G complains that Capital One (Europe) Plc (Capital One) kept increasing her credit limit making it unaffordable for her. She feels it didn’t carry out proper checks before increasing the credit limit. What happened ln July 2021, Ms G applied for a credit ca... (5 pages)View decision
