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 370903 results
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Decision Reference DRN-4867465
1 Jul 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4867465 The complaint Mr C complains about some customer service issues he’s had with a loan from Sainsbury's Bank Plc (“Sainsbury’s”). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my r... (2 pages)View decision -
Decision Reference DRN-4813921
1 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4813921 The complaint Mr I has complained about his let property insurer AXA Insurance UK Plc because it declined his storm claim made for a collapsed garden wall. What happened Mr I was notified, following a storm in December 2023, of damage in the garden of his property. He made a cl... (2 pages)View decision -
Decision Reference DRN-4837314
1 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4837314 The complaint Ms N complains about how Nationwide Building Society handled a chargeback claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms N approached Nationwide... (7 pages)View decision -
Decision Reference DRN-4642227
1 Jul 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4642227 The complaint Mr F complains Creation Consumer Finance Ltd failed to remind him of the date by which he needed to pay it £749.00 to avoid interest accruing on his account and becoming payable by him. What happened On 17 October 2022 Mr F purchased an electrical item costing £74... (3 pages)View decision -
Decision Reference DRN-4749224
1 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4749224 The complaint Mr and Mrs B are unhappy with how Aviva Insurance Limited (Aviva) has dealt with their travel insurance claim. Any reference to Aviva includes all its agents. What happened Mr and Mrs B have travel insurance cover alongside their bank current account. The underwri... (3 pages)View decision -
Decision Reference DRN-4745139
1 Jul 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4745139 The complaint Mr H and Miss O are unhappy that the Co-operative Bank Plc, trading as Britannia, redeemed their offset mortgage without their permission. What happened To briefly summarise: Mr H and Miss O had an offset mortgage with Britannia that was scheduled to end in July 2... (3 pages)View decision -
Decision Reference DRN-4882058
1 Jul 2024 Paymentsense Limited Not upheldBanking and PaymentsDRN-4882058 The complaint A company, which I’ll refer to as W, complains about how Paymentsense Limited (Paymentsense) dealt with two refunds that were obtained from it by a customer that W believes was a fraudster. In bringing this complaint, W is represented by its director, who I’ll ref... (3 pages)View decision -
Decision Reference DRN-4824761
1 Jul 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4824761 The complaint Mr and Mrs H have complained that the interest rate on a new mortgage deal with The Royal Bank of Scotland Plc (RBS) increased between Mr H calling to book an appointment and his appointment with the mortgage advisor. They would like the rate from the day he initi... (4 pages)View decision -
Decision Reference DRN-4721522
1 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4721522 The complaint Mr M’s representative complains on his behalf that UK Insurance Limited (UKI) did not complete satisfactory repairs to his car after it was damaged in an incident. They also complain about the time taken to confirm liability for the incident and the service receiv... (3 pages)View decision -
Decision Reference DRN-4808644
1 Jul 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4808644 The complaint Mr and Mrs A complain that Clydesdale Bank Plc trading as Virgin Money wouldn’t allow them to port their mortgage product to a new property because of affordability when it had earlier indicated that a mortgage on the new property was affordable. What happened Mr ... (2 pages)View decision
