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 370902 results
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Decision Reference DRN-4439279
22 Jul 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4439279 The complaint Mr and Mrs T complain about an early repayment charge (ERC) that they were charged when they redeemed a mortgage they held with Barclays Bank UK PLC. What happened Mr and Mrs T held a buy to let mortgage with Barclays. The mortgage interest rate was fixed for t... (4 pages)View decision -
Decision Reference DRN-4920807
22 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4920807 The complaint Mr S complains that NewDay Ltd trading as Aqua applied an incorrect amount of interest following an adjustment to his account. He says he received poor customer service when trying to resolve this issue and NewDay didn’t raise his complaint and instead added hi... (3 pages)View decision -
Decision Reference DRN-4918487
22 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4918487 The complaint Mr F complains about refurbishment and extended hire charges he received from Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (who I’ll call “VWFS”) when he returned a car he had been hiring through an agreement with them. What ha... (2 pages)View decision -
Decision Reference DRN-4881928
22 Jul 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4881928 The complaint Miss M complains that Tesco Personal Finance Plc won’t refund what she says are unauthorised payments made on her credit card. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some... (3 pages)View decision -
Decision Reference DRN-4879076
22 Jul 2024 Aviva Equity Release UK Limited Not upheldMortgagesDRN-4879076 The complaint Ms Z complains about Mrs Z’s lifetime mortgage with Aviva Equity Release UK Limited (Aviva). Mrs Z has been living in a care home since 2022 and has been assessed as no longer having capacity to manage her affairs. Therefore, the complaint has been brought on h... (5 pages)View decision -
Decision Reference DRN-4919818
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4919818 The complaint B, a resident’s association, complain that Aviva Insurance Limited hasn’t made a fair settlement offer for a claim under their Property Owners insurance policy. This complaint concerns a block insurance policy, taken out by B, that covers a property converted ... (7 pages)View decision -
Decision Reference DRN-4875449
22 Jul 2024 Aviva Equity Release UK Limited Not upheldMortgagesDRN-4875449 The complaint Ms Z complains that Mrs Z was mis-sold a lifetime mortgage by Aviva Equity Release UK Limited (Aviva) as she was vulnerable and it was not suitable for her needs. Mrs Z has been living in a care home since 2022 and has been assessed as no longer having capacity... (3 pages)View decision -
Decision Reference DRN-4877120
22 Jul 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4877120 The complaint Mrs A’s complaint is about an insurance policy set up in her name by Domestic & General Insurance Plc. What happened In late 2023, Mrs A contacted D & G because she had received notice that an appliance insurance policy in her name was about to expire. ... (2 pages)View decision -
Decision Reference DRN-4829759
22 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4829759 The complaint Mr G complains that National Westminster Bank Plc won’t write off the outstanding balance he owes. What happened Mr G had a credit card with NatWest, but due to the pandemic, he encountered financial difficulties, and he was unable to keep up with the repayment... (2 pages)View decision -
Decision Reference DRN-4919242
22 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4919242 The complaint Mr M complains that NewDay Ltd refused his request to increase his credit limit and hasn’t given him a reason why. What happened Mr M has explained that he had a credit card and the provider changed financial partner and he was invited to apply for a new card w... (3 pages)View decision
