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-4627390
15 Mar 2024 Bluestone Mortgages Limited Not upheldMortgagesDRN-4627390 The complaint Mr L complains that Bluestone Mortgages Limited handled his request for forbearance on his mortgage poorly, specifically by refusing to allow a payment break for the month of August 2023. What happened Mr L has a residential mortgage with Bluestone. Mr L says in M... (3 pages)View decision -
Decision Reference DRN-4584659
15 Mar 2024 Collingwood Insurance Company Ltd UpheldInsuranceDRN-4584659 The complaint Mr A, via legal representatives, has complained about his motor insurer, Collingwood Insurance Company Ltd because it charged him an additional premium and cancelled his policy. Whilst Mr A has been represented throughout this complaint, I’ll refer to the represen... (4 pages)View decision -
Decision Reference DRN-4684349
15 Mar 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4684349 The complaint Mr L has complained that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it provided him with limit increases on his overdraft facility. Background Mr L has a current account with RBS. The account has had an overdraft facility on it since 2007. The... (5 pages)View decision -
Decision Reference DRN-4664998
15 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4664998 The complaint Mr and Mrs B complain that Barclays Bank UK PLC offered them a fixed rate of 4.51% on part of their mortgage, and later said this was agreed and would be applied. But then it changed its mind, and wouldn’t honour this commitment. What happened Whilst this complain... (5 pages)View decision -
Decision Reference DRN-4465501
15 Mar 2024 Jade Independent Financial Advisers Limited UpheldInvestmentsDRN-4465501 The complaint Mr and Mrs E complain that the investment portfolio they took out following advice from Jade Independent Financial Advisers Limited (‘Jade’) has performed poorly and they’ve suffered a loss as a result. They also complain they’ve not received any documentation or ... (6 pages)View decision -
Decision Reference DRN-4648027
15 Mar 2024 LeasePlan UK Limited Not upheldConsumer CreditDRN-4648027 The complaint Mr and Mrs H complain LeasePlan UK Limited trading as Leaseplan has stopped sending them invoices for their regular rental payments on request, after previously having done so. The complaint has been brought primarily by Mr H, so I will refer mainly to him in this... (4 pages)View decision -
Decision Reference DRN-4636727
15 Mar 2024 Health Shield Friendly Society Limited Not upheldInsuranceDRN-4636727 The complaint Mr B and Mrs S have complained that Health Shield Friendly Society Limited (‘Health Shield’) has unfairly declined Mr B’s claims. What happened Mrs S has a health cash plan, through her employer, with Health Shield. In May 2023, she contacted Health Shield to add ... (2 pages)View decision -
Decision Reference DRN-4405302
15 Mar 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4405302 The complaint Mrs W complains about issues she had when making an ISA transfer from Sainsbury’s Bank Plc to another ISA provider. She’s also unhappy that Sainsbury’s won’t communicate with her in writing about these issues. What happened Mrs W had two cash ISA accounts with Sai... (4 pages)View decision -
Decision Reference DRN-4570139
15 Mar 2024 esure Insurance Limited Not upheldInsuranceDRN-4570139 The complaint Mr S complains that esure Insurance Limited has registered a fault claim against him for an accident which was not his fault. What happened Mr S’s car was severely scratched in a supermarket automated car wash. The supermarket refused to pay for the damage so Mr S... (4 pages)View decision -
Decision Reference DRN-4629436
15 Mar 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4629436 The complaint Mr P complains about the unfair handling of two claims he made to Aioi Nissay Dowa Insurance UK Limited (Aioi), it’s failure to refund his premium and its decision to cancel his motor insurance policy. What happened Mr P was involved in two car accidents. The firs... (3 pages)View decision
