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 380824 results
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Decision Reference DRN-4993492
25 Nov 2024 esure Insurance Limited Not upheldInsuranceDRN-4993492 The complaint Mr M has complained that esure Insurance Limited trading as Sheilas' Wheels (esure) unfairly declined part of a claim under a home insurance policy. References to esure include companies acting on its behalf. What happened Mr M contacted esure to make a ... (2 pages)View decision -
Decision Reference DRN-5121265
25 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5121265 The complaint Mrs E complains about how Barclays Bank UK PLC (Barclays) dealt with an ISA account transfer in, and an ISA account transfer out. As a result, Mrs E says she lost credit interest and was caused inconvenience and stress. What happened In early 2023, Mrs E decide... (3 pages)View decision -
Decision Reference DRN-5167851
25 Nov 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5167851 The complaint Mr and Mrs U complain that Bank of Ireland (UK) Plc (BOI) incorrectly advised them they’d be able to change their interest rate once they extended their mortgage term and changed the repayment type. What happened Mr and Mrs U have a mortgage with BOI. The mortg... (4 pages)View decision -
Decision Reference DRN-4755866
25 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4755866 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5165713
25 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5165713 The complaint Mr E, through a representative, complains that Santander UK Plc won’t refund his losses after he fell victim to an investment scam. What happened As both parties are familiar with the details of the scam I won’t repeat them here in full. In summary, Mr E made t... (5 pages)View decision -
Decision Reference DRN-5127916
25 Nov 2024 Landmark Mortgages Limited UpheldMortgagesDRN-5127916 The complaint Mrs B has complained about the way that Landmark Mortgages Limited have dealt with her mortgage. She has raised the following points: She is unhappy with the way that Landmark have applied lump sum payments to her mortgage account. She said they questioned wh... (7 pages)View decision -
Decision Reference DRN-5129414
25 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5129414 The complaint Mr D & Mrs M complain that U K Insurance Limited trading as Direct Line (“UKI”) handled a claim for damage from an escape of water under their home insurance policy. When I say UKI I also mean its contractors and assessors. What happened Mr D & Mrs M ha... (4 pages)View decision -
Decision Reference DRN-5033104
25 Nov 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5033104 The complaint Ms B complains that Blue Motor Finance Ltd (“BMF”) failed to carry out proportionate checks before providing her with a credit agreement which she says she wasn’t able to sustainably afford. Ms B has been assisted in her complaint by a third-[arty, but for ease... (4 pages)View decision -
Decision Reference DRN-5051418
25 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5051418 The complaint Miss B is unhappy with how AXA Insurance UK Plc has settled a contractor’s invoice that she believes to be fraudulent. What happened This dispute is well known to the parties so I won’t detail it all here. But for brief context in keeping with the informal nat... (3 pages)View decision -
Decision Reference DRN-5089717
25 Nov 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5089717 The complaint Mr B complains about the policy of National Savings and Investments (NS&I) in how they calculate growth for their Index-Linked Savings Certificates. What happened In March 2024, Mr B raised a query with NS&I as to how the growth was calculated for thei... (2 pages)View decision
