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 364862 results
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Decision Reference DRN-4755377
24 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4755377 The complaint Mr K and Mrs S complain that Barclays Bank UK PLC wrongly recorded adverse information on their credit files about payments to their buy-to-let mortgage. As a result, they say they lost out on a fixed interest rate deal they had applied for with another lender on ... (5 pages)View decision -
Decision Reference DRN-4671799
24 Apr 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4671799 The complaint Mrs E is unhappy with the decision made by Acasta European Insurance Company Limited (Acasta) following a claim for accidental damage to her sofa. What happened Mrs E purchased leather sofas in March 2020. At the same time she purchased insurance which included ac... (3 pages)View decision -
Decision Reference DRN-4760379
24 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4760379 The complaint Mr L complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2020, Mr L was looking for investment opportunities. He found an investment through a broker, investing with a company I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-4730674
24 Apr 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4730674 The complaint Mr D says NewDay Ltd irresponsibly lent to him. What happened Between January 2021 and March 2023 Mr D took out four credit cards from NewDay. He complained to the lender in December 2023. It upheld his complaint about the last two cards (cards 3 and 4) that it ga... (3 pages)View decision -
Decision Reference DRN-4753488
24 Apr 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4753488 The complaint Mr F complains that The Co-operative Bank Plc did not switch over his account to them which resulted in him losing out on a switcher incentive. What happened Mr F says he opened a current account with Co-op, looking to swich to them his external current account. H... (2 pages)View decision -
Decision Reference DRN-4744436
24 Apr 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4744436 The complaint Mr S complains that American Express Services Europe Limited (AESEL) hasn’t refunded a payment he made using his credit card. What happened In July 2021 Mr S purchased some furniture using his AESEL credit card costing £984. In October 2023 Mr S contacted AESEL to... (2 pages)View decision -
Decision Reference DRN-4747985
24 Apr 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4747985 The complaint Miss C complains Haven insurance Company Limited unfairly cancelled her motor insurance policy. What happened Miss C took out motor insurance with Haven. As part of that insurance a telematics box (also known as a ‘black box’) was installed. Around a month after t... (4 pages)View decision -
Decision Reference DRN-4716794
24 Apr 2024 TSB Bank plc Not upheldConsumer CreditDRN-4716794 The complaint Mr A has complained that TSB Bank plc unfairly applied a default to his credit file. What happened Mr A had an outstanding balance on his personal loan, and TSB recorded a default on his credit file. However, following an account review, TSB explained that it had ... (2 pages)View decision -
Decision Reference DRN-4712326
24 Apr 2024 Phoenix Life Assurance Limited UpheldPensions and AnnuitiesDRN-4712326 The complaint Mrs P says Phoenix Life Assurance Limited (Phoenix) delayed in processing her pension benefits claim. What happened I’m not going to refer to everything, just what’s central. Mrs P, who is resident abroad, had a pension policy with Phoenix. She contacted Phoenix o... (6 pages)View decision -
Decision Reference DRN-4753236
24 Apr 2024 Furness Building Society Not upheldBanking and PaymentsDRN-4753236 The complaint Mr M complains that Furness Building Society’s identification procedures caused him to lose out on a savings account he wanted to open. What happened Mr M tried to open a triple access saver account with Furness on 19 September 2023 and transfer money from a matur... (3 pages)View decision
