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-4716437
10 Apr 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4716437 The complaint Mr H complains about delays he encountered, and the service he received after he applied to open an account with The Co-operative Bank Plc (Co-op). What happened In mid-November 2023, Mr H applied to open a new bank account with Co-op, mainly due to a switching in... (3 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-4732649
10 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4732649 The complaint Mr M and Mrs M complain Royal and Sun Alliance Insurance Limited (RSA) unfairly declined to settle their claim on their home insurance policy. References to Mr M or Mrs M, will include the other. There are several parties and representatives of RSA involved throug... (3 pages)View decision -
Decision Reference DRN-4467271
10 Apr 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldInsuranceDRN-4467271 The complaint Mr and Mrs D complain about how Sun Life Assurance Company of Canada (U.K.) Limited have administered their life insurance policy. What happened In early 2023 Mr and Mrs D asked Sun Life for information about their policy. They then complained to Sun Life after be... (2 pages)View decision -
Decision Reference DRN-4678765
10 Apr 2024 Vitality Health Limited Not upheldInsuranceDRN-4678765 The complaint Mr B complains about the way Vitality Health Limited has administered his personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key events. ... (5 pages)View decision -
Decision Reference DRN-4731089
10 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4731089 The complaint Mr M complains that Advantage Insurance Company Limited cancelled his telematics policy without giving him proper notice. My references to Advantage include the intermediary who acts as Advantage’s agent in the administration of the policy. What happened Advantage... (5 pages)View decision -
Decision Reference DRN-4696412
10 Apr 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-4696412 The complaint This complaint’s about two buy-to-let (BTL) mortgages Mrs and Mr F hold with The Mortgage Works (UK) Plc (TMW). They’re unhappy that when they took further advances on both mortgages, TMW applied a new five-year interest rate product to the new borrowing but not t... (2 pages)View decision -
Decision Reference DRN-4687801
10 Apr 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4687801 The complaint Miss H complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to conduct proportionate affordability checks before it lent to her. What happened A summary of Miss H’s borrowing can be found in the table below. loan number loan amount ag... (4 pages)View decision -
Decision Reference DRN-4260318
10 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4260318 The complaint Mr H complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened In December 2021, Mr H was contacted by email by someone who said... (4 pages)View decision -
Decision Reference DRN-4268242
10 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4268242 The complaint Mr and Mrs H complain about the administration of their Offset mortgage by Barclays Bank UK PLC. What happened Mr and Mrs H have an Offset mortgage with Barclays since 2010 which was part repayment, part interest only. In October 2022 they contacted Barclays by ph... (3 pages)View decision
