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-4935254
30 Jul 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4935254 The complaint Mr U complains that Arch Insurance (UK) Limited unfairly declined a subsidence claim under his Property Investors insurance policy and removed subsidence cover dating back to the policy’s inception. Where I refer to Arch, this includes the actions of its agent... (3 pages)View decision -
Decision Reference DRN-4910865
30 Jul 2024 Barclays Bank UK PLC Not upheldConsumer CreditDRN-4910865 The complaint Mr J says Barclays Bank UK PLC lent irresponsibly when providing him with a loan in 2019. What happened In May 2019, Barclays loaned Mr J £8,400 over a 36-month term. The annual percentage rate of interest (APR) charged was 21.623% and the monthly repayments we... (3 pages)View decision -
Decision Reference DRN-4874169
30 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4874169 The complaint Mr S complains Bank of Scotland plc trading as Halifax (Halifax) failed to provide him with sufficient notice before terminating his paper bank account statements. What happened Mr S says in November 2023 he received a letter from Halifax stating his paper bank... (2 pages)View decision -
Decision Reference DRN-4489562
30 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4489562 The complaint Miss F complains that National Westminster Bank Plc (NatWest) failed to stop payments being taken from her account. What happened Miss F disputed payments that were being taken from her account by a merchant I will call “L.” NatWest raised a chargeback claim an... (2 pages)View decision -
Decision Reference DRN-4909922
30 Jul 2024 Money Redress Limited Not upheldClaims ManagementDRN-4909922 The complaint Miss S complains about Money Redress Limited (“MRL”) and the fee they are charging regarding a successful claim for a mis-sold pension. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronolog... (4 pages)View decision -
Decision Reference DRN-4403006
30 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4403006 The complaint Mr W is unhappy with how AXA Insurance UK Plc’s (“AXA”) has handled a claim made on his home insurance policy. Mr W is being represented on this complaint. Any reference to him includes the comments of his representative. Any reference to AXA includes the actio... (5 pages)View decision -
Decision Reference DRN-4862778
30 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4862778 The complaint Mr and Mrs A’s complaint is about a residential mortgage they have with Barclays Bank UK PLC. They are unhappy that an interest rate product they applied for in July 2022 was not attached to their mortgage. What happened In July 2022 Mr and Mrs A had an existin... (5 pages)View decision -
Decision Reference DRN-4908896
30 Jul 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4908896 The complaint Mr G is unhappy because he applied for a loan from Tesco Personal Finance PLC trading as Tesco Bank (“Tesco”) which advertised a headline rate of 5.6% but when he received his credit agreement the rate was 14%. What happened On 29 November 2023 Mr G applied for... (2 pages)View decision -
Decision Reference DRN-4861378
30 Jul 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4861378 Complaint Mr S has complained about the quality of a car that Stellantis Financial Services UK Ltd (“Stellantis”) supplied to him through a conditional sale agreement. Background In September 2023, Stellantis provided Mr S with finance for a used car. The car was just over ... (7 pages)View decision -
Decision Reference DRN-4823984
29 Jul 2024 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-4823984 The complaint Mr A complains that he was mis-sold a pensions term assurance plan in 1996 by Allied Dunbar. Allied Dunbar has been taken over by Zurich Assurance Ltd. I shall refer to the business as Zurich in the rest of this decision. Mr A also complains that when his advi... (4 pages)View decision
