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 370149 results
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Decision Reference DRN-4446898
22 Aug 2024 Blemain Finance Limited Not upheldMortgagesDRN-4446898 The complaint Ms K complains that Blemain Finance Limited trading as Together will not allow her to extend the term of her loan or accept reduced payments for the remaining term. What happened Ms K and her late husband took out a secured loan with Together in 2005 set to run... (3 pages)View decision -
Decision Reference DRN-4838272
22 Aug 2024 HDI Global Specialty SE UpheldInsuranceDRN-4838272 The complaint Mr T has complained that HDI Global Specialty SE (‘HDI’) unfairly increased premiums for his pet’s insurance policy. For the avoidance of doubt, the term ‘HDI’ includes HDI’s agents and representatives for the purposes of this decision letter. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4965163
22 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4965163 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened Barclays told us: In 2023 it carried out a Know Your Customer (KYC) review of M’s bank accounts. M’s representatives were complying ... (3 pages)View decision -
Decision Reference DRN-4856207
22 Aug 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4856207 The complaint Mr H has complained about his parts and garage insurer Acromas Insurance Company Limited because it declined to pay for work which Mr H’s garage said had caused a breakdown. What happened Mr H called his breakdown insurer in June 2023 to report a problem he wa... (2 pages)View decision -
Decision Reference DRN-4830867
22 Aug 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4830867 The complaint Mr H complains Metro Bank PLC provided him poor service when it refused to open a new savings product for him. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. In summary, around 2 January ... (2 pages)View decision -
Decision Reference DRN-4979764
22 Aug 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4979764 The complaint Ms A has complained about how Barclays Bank UK PLC has treated her in respect of a mortgage account she holds. She feels that Barclays, and its solicitors, haven’t treated her fairly in respect of legal action that has been taken on her account. What happened M... (8 pages)View decision -
Decision Reference DRN-4809089
22 Aug 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4809089 The complaint Mr W is unhappy that Scottish Widows Limited (Scottish Widows) incorrectly updated his address details in 2015. What happened Mr W has a pension with Scottish Widows. In April 2015 Scottish Widows received information internally from the banking arm of the fir... (6 pages)View decision -
Decision Reference DRN-4914885
22 Aug 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4914885 The complaint Miss J complains that NewDay Ltd trading as Aquacard irresponsibly lent to her. Miss J is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss J her... (5 pages)View decision -
Decision Reference DRN-4954358
22 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4954358 The complaint Mr B complains that a card payment was held for further checks by Barclays Bank UK PLC. What happened Mr B’s explained that on 26 April 2024 he called Barclays to advise he needed to make a large card payment towards his father’s funeral costs. Mr B’s told us t... (2 pages)View decision -
Decision Reference DRN-4847212
22 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4847212 The complaint Mr L and Miss W complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim for accidental damage to a mobile phone and voided their policy. Although this complaint concerns a joint policy, I will refer to Mr L throughout as this ... (3 pages)View decision
