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 366763 results
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Decision Reference DRN-4686164
13 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4686164 The complaint A club, which I will refer to as E, complains that Barclays Bank UK Plc wrongly closed its bank account following a Know Your Customer (KYC) review. What happened Barclays closed E’s account on 5 September 2023, on the grounds that E had failed to co- operate with... (3 pages)View decision -
Decision Reference DRN-4793709
13 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4793709 The complaint Mr G has complained about Aviva Insurance Limited’s decline of a claim made under his “Plumbing and Drainage Plus“ insurance policy. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to dea... (5 pages)View decision -
Decision Reference DRN-4793758
13 May 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4793758 The complaint Mr S has complained about an annual service carried out by Domestic & General Insurance Plc (D&G) under a home emergency policy. References to D&G includes companies working on its behalf. What happened Mr S’s boiler was serviced by a D&G engineer.... (2 pages)View decision -
Decision Reference DRN-4760560
13 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4760560 The complaint Mrs R is unhappy at the way Bank of Scotland plc trading as Halifax has dealt with her mortgage account. The mortgage is subject to Consent to Lease (CTL) and because of this Mrs R says that the interest rate she’s been charged is unfair, and that Halifax won’t of... (4 pages)View decision -
Decision Reference DRN-4766710
13 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4766710 The complaint Mr P complains Santander UK plc (Santander) acted unfairly when it defaulted his bank account. What happened Mr P says despite advising Santander of his personal circumstances, it went ahead and defaulted his bank account with them, because he fell behind with his... (3 pages)View decision -
Decision Reference DRN-4446025
13 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4446025 The complaint Mr K is unhappy that Barclays Bank UK PLC (“Barclays”) restricted access to his online banking and didn’t remove these restrictions in a timely manner. What happened Mr K is a named third party on his sister’s bank account with Barclays. He also has his own accoun... (3 pages)View decision -
Decision Reference DRN-4784341
13 May 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4784341 The complaint Ms L complains that J D Williams & Company Limited lent to her irresponsibly. She’s brought her complaint using a claims management company (CMC), but for ease, I’ll refer to their actions as being those of Ms L. What happened Ms L has had four accounts with J... (2 pages)View decision -
Decision Reference DRN-4586921
13 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4586921 The complaint Mr C complains that Santander UK Plc provided him with poor customer service on multiple occasions when he tried to raise disputes with them. What happened Mr C had switched his Santander current account to another provider, however, several months after he did th... (4 pages)View decision -
Decision Reference DRN-4694538
13 May 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4694538 The complaint Mr Y has complained about the service he received from Tesco Underwriting Limited when his motor insurance was due for renewal. What happened The background to this dispute is well known to the parties, so I won’t repeat it in detail here. In summary Mr Y received... (3 pages)View decision -
Decision Reference DRN-4462565
13 May 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4462565 The complaint Mrs J complains that Sainsbury’s Bank Plc won’t refund a payment she made using her credit card. What happened In March 2023, Mrs J used her Sainsbury’s credit card to make a purchase for some goods totalling £3,230.45. She was notified that the transaction was de... (3 pages)View decision
