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 360982 results
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Decision Reference DRN-4630720
21 Feb 2024 One Insurance Limited UpheldInsuranceDRN-4630720 The complaint Mr M complains about the service he got from One Insurance Limited (One Insurance) after he made a claim on his car insurance policy. One Insurance is the underwriter of Mr M’s policy, so it’s his insurer. This complaint is, in part, about the actions of one of On... (3 pages)View decision -
Decision Reference DRN-4375813
21 Feb 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-4375813 The complaint Miss N complains that Madison CF UK Limited trading as 118 118 Money (‘118 118 Money’) irresponsibly gave her a loan that she couldn’t afford. What happened In October 2022, Miss N applied for a loan with 118 118 Money. The loan was for £2,500 and the monthly repa... (2 pages)View decision -
Decision Reference DRN-4630111
21 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4630111 The complaint Mr H complains about how Barclays Bank UK PLC has treated him since his mortgage term ended. He says it has been obstructive and failed to work with him while he repays the mortgage balance, and has threatened legal action and repossession. What happened Mr H took... (3 pages)View decision -
Decision Reference DRN-4418522
21 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4418522 The complaint Mr D’s complaint is about the Mortgage Current Account (MCA) that is a feature of the mortgage he has with Barclays Bank UK PLC. Mr D says that he was unaware that the original mortgage advance of £175,000 came with a reserve of £50,000. Mr D says there were no af... (4 pages)View decision -
Decision Reference DRN-4629288
21 Feb 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4629288 Complaint Miss O complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with her. She’s effectively said that the payments to the agreement were unaffordable and so it shouldn’t have been provided to her. Background In July 20... (3 pages)View decision -
Decision Reference DRN-4381186
21 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4381186 The complaint Mr K complains that Capital One (Europe) plc trading as Capital One hasn’t refunded a payment he made. What happened In November 2022, Mr K purchased a smart watch for £170 using his Capital One credit card. In May 2023, Mr K said the watch stopped working and he ... (3 pages)View decision -
Decision Reference DRN-4632567
21 Feb 2024 Wren Sterling Financial Planning Limited UpheldInvestmentsDRN-4632567 The complaint Mr P complains that Wren Sterling Financial Planning Limited, trading as Wren Sterling, didn’t provide him with an annual review meeting. He wants Wren Sterling to acknowledge its mistake, and he wants a face-to-face meeting and compensation for the distress and i... (5 pages)View decision -
Decision Reference DRN-4333565
21 Feb 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4333565 The complaint Mr N and Mrs B complain that the duration of the fixed interest rate product they took with National Westminster Bank Plc is not as long as they wanted. What happened In August 2022, Mr N and Mrs B applied for a mortgage with NatWest. The application was unable to... (2 pages)View decision -
Decision Reference DRN-4532976
21 Feb 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4532976 The complaint Mr P complains Accredited Insurance (Europe) Ltd unfairly declined his home insurance claim. Accredited’s been represented for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Accredited’s own. What happened When decorating his... (3 pages)View decision -
Decision Reference DRN-4337682
21 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4337682 The complaint Mr M complains about Bank of Scotland plc trading as Halifax. He says that Halifax didn’t do enough to protect him when he became the victim of a scam and would like Halifax to refund him the money he has lost as a result. What happened In January 2021, Mr M was c... (3 pages)View decision
