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 366874 results
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Decision Reference DRN-4719372
11 Apr 2024 One Insurance Limited UpheldInsuranceDRN-4719372 The complaint Mr S complains about One Insurance Limited’s proposed settlement of his motor insurance claim. All references to One Insurance also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (2 pages)View decision -
Decision Reference DRN-4694410
11 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4694410 The complaint Mrs W complains that Barclays Bank UK PLC incorrectly transferred her ISA funds into her current account rather than her new ISA account. What happened In April 2023, Mrs W visited Barclays and completed an ISA transfer form to transfer her ISA funds into a new IS... (2 pages)View decision -
Decision Reference DRN-4685904
11 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4685904 The complaint Mr M complains that Santander UK Plc pursued him for fraudulent credit card debt. Mr M is also unhappy with the service he received after reporting the fraud and he has raised concerns about Santander’s handling of his personal data. What happened The background t... (5 pages)View decision -
Decision Reference DRN-4732349
11 Apr 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-4732349 The complaint Miss Z says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Miss Z applied for a loan of £20,000 over 60 months from MCB on 20 September 2022. Her application was approved and she was offered a loan w... (4 pages)View decision -
Decision Reference DRN-4661549
11 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661549 The complaint Mr and Mrs C complain about Aviva Insurance Limited (Aviva) poor service and delay, following a claim under his home emergency policy. Any reference to Aviva includes its agents. What happened Mr and Mrs C held a home emergency policy with Aviva, which covered boi... (3 pages)View decision -
Decision Reference DRN-4691435
11 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4691435 The complaint Mr M says Santander UK Plc (“Santander”) should not have provided him with an overdraft or limit increases as they were not affordable. He says Santander continued charging him excessive amounts for the overdraft when he was in financial difficulty. What happened ... (3 pages)View decision -
Decision Reference DRN-4659065
11 Apr 2024 MoneyGram International Limited Not upheldBanking and PaymentsDRN-4659065 The complaint Mr L complains that MoneyGram International Limited failed to use a “key reference“ when transferring money. What happened Mr L says he made two payments in August 2023 to a foreign account using MoneyGram. He says it should have requested the recipient use a “key... (2 pages)View decision -
Decision Reference DRN-4719676
11 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4719676 The complaint Mrs H complains about the price charged by Ageas Insurance Limited (“Ageas”) to renew her home insurance policy. What happened Mrs H received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. Mrs H complain... (3 pages)View decision -
Decision Reference DRN-4486595
11 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4486595 The complaint Mrs T complains that Bank of Scotland plc, trading as Halifax, lent to her irresponsibly. What happened In 2019 Halifax provided Mrs T with a credit card account with a limit of £4,300. Following sustained difficulties for her in managing the account, Halifax ulti... (2 pages)View decision -
Decision Reference DRN-4655466
11 Apr 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4655466 The complaint Mr B complains about the way Zurich Assurance Ltd has handled a claim he made on a group income protection insurance policy. Mr B is represented by Ms M. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary... (4 pages)View decision
