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 362195 results
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Decision Reference DRN-4652042
21 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4652042 The complaint Mr P complains Barclays Bank UK PLC (Barclays) failed to notify him of a change to his savings account interest rate. What happened Mr P says he opened a Blue Rewards account (BRA) with Barclays in October 2022 alongside a Rainy-Day Saver account (RDS) which paid ... (3 pages)View decision -
Decision Reference DRN-4698254
21 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4698254 The complaint Miss B has complained about her car insurer AXA Insurance UK Plc regarding how it handled a claim she made following an accident. What happened Miss B had an accident in July 2023. She made a claim to AXA, followed by a complaint a few days later. AXA upheld that ... (5 pages)View decision -
Decision Reference DRN-4652168
21 Mar 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4652168 The complaint Mrs M, through a representative, complains that Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. What happened Mrs M applied for a credit card from 118 118 Money in December 2018. She was given a credit limit of £250. There was no intere... (2 pages)View decision -
Decision Reference DRN-4614087
21 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4614087 The complaint Ms D complains Tesco Personal Finance PLC trading as Tesco Bank provided her with two unaffordable credit cards. What happened Tesco Bank provided Ms D with two credit cards with the following details: Account Lending decision Date Credit Limit One Original limit ... (4 pages)View decision -
Decision Reference DRN-4698118
21 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4698118 The complaint Mr M complains about the sale of a timeshare. He says that Mitsubishi HC Capital UK Plc, trading as Novuna, financed the purchase and that he therefore has claims against it. Mr M has brought his complaint through a representative, so references to his submissions... (5 pages)View decision -
Decision Reference DRN-4668230
21 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4668230 The complaint Mrs C complains that National Savings and Investments (NS&I) do not recognise a Premium Bond account number in her name. What happened Mrs C says that her parents gave her a Premium Bond certificate in her birth name, and she sent NS&I a change of name det... (3 pages)View decision -
Decision Reference DRN-4622440
21 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4622440 The complaint Mr K complains that Aviva Life & Pensions UK Limited didn’t inform him that he was able to transfer his policy as was his intention when he took an annuity and tax-free cash. What happened In 2022 Mr K through his financial adviser contacted Aviva about transf... (5 pages)View decision -
Decision Reference DRN-4509547
21 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4509547 The complaint Mr G complains that Santander hasn’t refunded him for money he sent to support a business project he now realises was a scam. What happened Mr G is a limited company director (working alongside a fellow director). He had been in contact with someone he knew throug... (3 pages)View decision -
Decision Reference DRN-4622058
21 Mar 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4622058 The complaint Mr and Mrs H complain that Kensington Mortgage Company Limited has incorrectly recorded adverse information on their credit files – and sold their mortgage to another lender even though it had been repaid. What happened Mr and Mrs H had a mortgage with Kensington,... (3 pages)View decision -
Decision Reference DRN-4653128
21 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4653128 The complaint Ms D complains Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly declined her claim on her property insurance policy. All references to RSA include its agents. What happened Ms D took out an insurance policy in November 2022 to cover her commercial p... (2 pages)View decision
