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-4887639
29 Jul 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4887639 The complaint Mr H complains that Advantage Insurance Company Limited won’t repair his car after he made a claim on his motor insurance policy. He wants his car fully repaired. What happened Mr H’s car was damaged in an accident, and he made a claim on his policy. He was un... (3 pages)View decision -
Decision Reference DRN-4587965
29 Jul 2024 Next Retail Limited Not upheldConsumer CreditDRN-4587965 The complaint Mr B complains that Next Retail Limited blocked his account without notice or explanation, and about related issues. What happened Mr B had a catalogue shopping account with Next. His account balance was increased unexpectedly, so he complained to Next about th... (2 pages)View decision -
Decision Reference DRN-4899177
29 Jul 2024 Cater Allen Limited UpheldPensions and AnnuitiesDRN-4899177 The complaint Mr S complained about Cater Allen Limited’s handling of his application for a bank account for his Small Self-Administered Scheme (“SSAS”). What happened Mr S is the trustee and administrator of a SSAS. On 20 January 2023 he applied for a SSAS bank account. Th... (7 pages)View decision -
Decision Reference DRN-4918123
29 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4918123 The complaint Miss W and Mr W’s complaint is that Barclays Bank UK PLC declined their application to port (transfer) their mortgage interest rate product onto a new mortgage on another property, a decision they consider to be unfair. As a result, they had to pay an early rep... (5 pages)View decision -
Decision Reference DRN-4727294
29 Jul 2024 Freetrade Limited Not upheldPensions and AnnuitiesDRN-4727294 The complaint Ms E complains that Freetrade Limited won’t allow her to cancel her SIPP account and return the funds held in it to her. She also complains that Freetrade Limited won’t downgrade her Freetrade Plus plan to a standard or basic account. What happened On 20 Januar... (4 pages)View decision -
Decision Reference DRN-4935017
29 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4935017 The complaint This complaint is about an offset mortgage Mr B holds with Barclays Bank UK PLC. Mr B is unhappy that despite there always being more money on deposit with Barclays than the mortgage balance, interest wasn’t fully offset in some months. What happened In what f... (4 pages)View decision -
Decision Reference DRN-4820888
29 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4820888 The complaint Mr M complains that Nationwide Building Society delayed crediting two payments to his account. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus... (3 pages)View decision -
Decision Reference DRN-4782549
29 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4782549 The complaint Mr P complains about the settlement offered by esure Inurance Limited (esure) following the total loss of his car due to fire damage, under his motor insurance policy. What happened Mr P’s car was damaged by a fire. He made a claim to esure which it accepted. H... (3 pages)View decision -
Decision Reference DRN-4924310
29 Jul 2024 Vitality Health Limited Not upheldInsuranceDRN-4924310 The complaint Mr B complains about the way that Vitality Health Limited has handled a claim he made on a 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 ... (4 pages)View decision -
Decision Reference DRN-4659953
29 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4659953 The complaint Mr C complains about the quality of a campervan he has been financing through an agreement with Volkswagen Financial Services (UK) Limited, trading as Volkswagen Commercial Vehicle Financial Services (“VWFS”). What happened In April 2022 Mr C took receipt of a ... (3 pages)View decision
