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 364862 results
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Decision Reference DRN-4705469
25 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4705469 The complaint Mrs A complains U K Insurance Limited trading as Privilege Motor Insurance (“UKI”) unfairly cancelled her motor insurance policy and didn’t provide her with adequate notice it was doing so. What happened Ms A took out a policy with UKI in July 2023. She explained ... (3 pages)View decision -
Decision Reference DRN-4588119
25 Mar 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4588119 The complaint Mr O complains about the quality of a car he has been financing through an agreement with Advantage Finance Ltd (who I’ll call Advantage). What happened Mr O took receipt of a used car in April 2021. The car was about four and a half years old and had already comp... (3 pages)View decision -
Decision Reference DRN-4678512
25 Mar 2024 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-4678512 The complaint Miss D and Mr D complain that Bank of Ireland (UK) Plc trading as the Post Office repeatedly sent correspondence to Mr D’s former address despite assuring Miss D that its system would be changed so that all correspondence would go to Miss D’s address. Whilst they ... (3 pages)View decision -
Decision Reference DRN-4563973
25 Mar 2024 Bank of Scotland Plc UpheldMortgagesDRN-4563973 The complaint Mr and Mrs J complain that Bank of Scotland plc trading as Halifax recalculated the repayments on their fixed rate mortgages. What happened In August 2021, a mortgage broker recommended that Mr and Mrs J should take a mortgage with Halifax. The mortgage had a fixe... (5 pages)View decision -
Decision Reference DRN-4702571
25 Mar 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-4702571 Complaint Miss A has complained that J D Williams & Company Limited (“J D Williams”) irresponsibly provided her with a catalogue shopping account which it then increased her credit limit on when she had only made minimum repayments. Background This complaint is about a cata... (4 pages)View decision -
Decision Reference DRN-4670449
25 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4670449 The complaint Mr P complains about Royal & Sun Alliance Insurance Limited’s (“RSA”) liability decision when handling his claim under his car insurance policy. He also complains about their decision not to take action against an unregulated company he says was involved in th... (5 pages)View decision -
Decision Reference DRN-4666190
25 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4666190 The complaint Mr K complains delays from Barclays Bank UK PLC stopped him investing. What happened Mr K had a bond with Barclays, and it was due to mature. Mr K didn’t get any paperwork about the maturity, and Barclays reinvested the proceeds into a new bond. Mr K contacted Bar... (7 pages)View decision -
Decision Reference DRN-4461277
25 Mar 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4461277 The complaint Mr D complains about his Direct Saver account from National Savings and Investments (NSI). What happened In July 2022, Mr D’s parents decided to gift to him £400,000. Mr D opened a Direct Saver account (DS) with NSI. Between 1 August 2022 and 30 August 2022, £400,... (4 pages)View decision -
Decision Reference DRN-4692199
25 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4692199 The complaint Mr B complains about Zurich Insurance PLC’s decision to partly decline a claim made under his motor insurance policy. Any reference to Zurich includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-4547035
25 Mar 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4547035 The complaint Mr C complains that Santander Consumer (UK) Plc, trading as Santander Consumer Finance, failed to treat him with forbearance when he fell into financial difficulties, and terminated his finance agreement. He also complains that he was bullied during a phone call. ... (4 pages)View decision
