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 365360 results
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Decision Reference DRN-4573658
18 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4573658 The complaint Mr J complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim under a home insurance policy. Reference to RSA includes the actions of its agents. What happened The details of this complaint are known to all parties, so I won’t rep... (5 pages)View decision -
Decision Reference DRN-4418154
18 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4418154 The complaint Mr S and Miss S complain about difficulties they encountered in switching accounts to Nationwide Building Society and how they handled a subsequent complaint. I have just referred to Mr S in this decision. What happened In October 2022, Mr S applied for a sole acc... (2 pages)View decision -
Decision Reference DRN-4604670
18 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4604670 The complaint Miss L has complained that Vitality Health Limited (‘Vitality’) has unfairly declined her claim. What happened Miss L has a private medical insurance policy, underwritten by Vitality on a moratorium basis. She made a claim for NHS cash benefit which Vitality decli... (2 pages)View decision -
Decision Reference DRN-4315294
18 Mar 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4315294 The complaint Mr W has complained that Citibank UK Limited (“Citibank”) placed a block on his account and then refused to let him clear his overdraft, which resulted in his account being placed into default. What happened Citibank applied a block to Mr W’s account on 19 Decembe... (3 pages)View decision -
Decision Reference DRN-4297731
18 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4297731 The complaint Mr B complains that Barclays Bank UK PLC failed to release his funds after its decision to close his account. What happened In February 2022, Barclays wrote to Mr B, who lives abroad, giving notice it intended to close his accounts in line with its policy concerni... (2 pages)View decision -
Decision Reference DRN-4689435
18 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4689435 The complaint Mr H has complained that a claim under his motor insurance policy has been marked as a fault claim by Admiral Insurance (Gibraltar) Limited. What happened Mr H had an accident in which he went into the back of another vehicle. He made a claim for his vehicle which... (3 pages)View decision -
Decision Reference DRN-4586558
18 Mar 2024 Believe Group Limited Not upheldMortgagesDRN-4586558 The complaint Mr and Mrs M have complained about the advice they were given by Believe Group Limited trading as Lendle Mortgages when taking out a secured (second charge) loan in 2019. They’ve said: They were told they would be paying off capital and interest from the start, w... (4 pages)View decision -
Decision Reference DRN-4426105
18 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4426105 The complaint Mr M complains that Nationwide Building Society hasn’t fairly accounted for overpayments he’s made to his mortgage. What happened Mr M has a mortgage with Nationwide. He’s made substantial overpayments over the years and is concerned that Nationwide hasn’t account... (3 pages)View decision -
Decision Reference DRN-4508471
18 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4508471 The complaint Mr M complains that Nationwide Building Society hasn’t fairly accounted for overpayments he’s made to his mortgage. What happened Mr M has a mortgage with Nationwide. He’s made substantial overpayments over the years and is concerned that Nationwide hasn’t account... (3 pages)View decision -
Decision Reference DRN-4589942
18 Mar 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4589942 The complaint Mr L complains that Madison CF UK Limited (trading as 118 118 Money) was irresponsible to lend to him. What happened Mr L was approved for the following loan from 118 118 Money in November 2021: Loan Date Amount Term Repayment Repaid 1 27 Nov 2021 £1,500 24m £109.... (3 pages)View decision
