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 367928 results
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Decision Reference DRN-4810833
30 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4810833 The complaint Mr S complains Santander UK Plc (“Santander”) has failed to treat him fairly when he approached it for help getting a refund for medicated creams purchased using his Santander credit card from a supplier I will call “M”. What happened I issued a provisional decisi... (13 pages)View decision -
Decision Reference DRN-4532345
30 May 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4532345 The complaint Mr P – a sole trader - has complained about a buy to let (“BTL”) business loan he took out with Lloyds Bank PLC. He said the solicitors involved didn’t transfer the property into his name. He said that although Lloyds wrote off the loan he is at a financial loss i... (3 pages)View decision -
Decision Reference DRN-4739407
30 May 2024 Aviva Insurance Limited UpheldInsuranceDRN-4739407 The complaint Mrs D complains Aviva Insurance Limited unfairly declined a claim she made for repairs under her motor insurance policy. Any reference to Aviva also includes its appointed representatives, unless set out otherwise in the decision. What happened Mrs D drove her car... (3 pages)View decision -
Decision Reference DRN-4717025
30 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4717025 The complaint Mr and Mrs S complain that Barclays Bank UK PLC has not treated them fairly once the term ended on their buy-to-let mortgage. What happened Mr and Mrs S have a buy-to-let mortgage with Barclays. It is interest only and the term ended in June 2019. Mr and Mrs S com... (3 pages)View decision -
Decision Reference DRN-4699280
30 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4699280 The complaint Mr H complains that Bank of Scotland plc trading as Birmingham Midshires (“BoS”) wouldn’t allow him to fix a new interest rate on his tracker mortgage, as he was in arrears. What happened Mr H has for some time held a specialist mortgage with BoS, with a variable ... (3 pages)View decision -
Decision Reference DRN-4543104
30 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4543104 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him all his money for a package holiday. What happened In April 2019 Mr R’s HSBC UK Bank Plc credit card was used to pay a deposit on a package holiday of just under £5,000 for himself and s... (4 pages)View decision -
Decision Reference DRN-4824354
30 May 2024 National House-Building Council Not upheldInsuranceDRN-4824354 The complaint Mr and Mrs G complain that National House-Building Council (NHBC) have declined a claim made under their Buildmark policy for mould in their shower. What happened Mr and Mrs G purchased a property which came with a ten-year NHBC Buildmark policy. Mr and Mrs G repo... (4 pages)View decision -
Decision Reference DRN-4822709
30 May 2024 Society of Lloyd's UpheldInsuranceDRN-4822709 The complaint Miss H and Mr H are unhappy that Society of Lloyd’s has declined their travel insurance claim. Any reference to Society of Lloyd’s includes all its agents. What happened Miss H and Mr H had an annual multi-trip group travel insurance policy. The policy covered fro... (4 pages)View decision -
Decision Reference DRN-4661571
30 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4661571 The complaint Mr B is unhappy with the customer service he received from Vitality Health Limited whilst trying to arrange access to a therapist. What happened Mr B had private healthcare with Vitality. In June 2023, he tried to arrange face to face therapy through Vitality, how... (2 pages)View decision -
Decision Reference DRN-4824375
30 May 2024 U K Insurance Limited UpheldInsuranceDRN-4824375 The complaint Mrs S complains about how U K Insurance Limited (“UKI”) has handled a claim she made under her home insurance policy. UKI is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As UKI has accepted it is accou... (3 pages)View decision
