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 367300 results
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Decision Reference DRN-4485614
3 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4485614 The complaint This complaint is about a mortgage Mr C held until recently with Barclays Bank UK PLC. Mr C has repaid the main mortgage balance in full but has an outstanding balance owing on the linked Mortgage Current Account (MCA). Mr C says that over the life of the mortgage... (4 pages)View decision -
Decision Reference DRN-4683822
3 Apr 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4683822 The complaint Mrs U complains that West Bay Insurance Plc has incorrectly recorded a claim on her motor insurance policy. Where I refer to West Bay, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mrs U tells us that,... (2 pages)View decision -
Decision Reference DRN-4591634
3 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4591634 The complaint Mr A complains about what happened when his direct debit to pay his mortgage to Barclays Bank UK PLC failed. Mr A said Barclays didn’t do enough to support him, although it was aware of his vulnerability. What happened Mr A told us that on 30 June 2023, he noticed... (4 pages)View decision -
Decision Reference DRN-4679776
3 Apr 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4679776 The complaint Miss N and Mr S are unhappy Great Lakes Insurance UK Limited are seeking to recover amounts from them it paid out under a rent deposit guarantee policy. What happened Great Lakes is the underwriter of a rent deposit guarantee policy Miss N and Mr S took out. At th... (2 pages)View decision -
Decision Reference DRN-4718880
3 Apr 2024 Sesame Limited UpheldMortgagesDRN-4718880 The complaint Mr P and Mrs P complain that New Homes Mortgage Services (NHMS), an appointed representative of Sesame Limited, gave them incorrect information about the length of the fixed rate on their mortgage. What happened In August 2021, NHMS gave Mr P and Mrs P mortgage ad... (4 pages)View decision -
Decision Reference DRN-4640040
3 Apr 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4640040 The complaint Mr K, a sole trader, is unhappy that TSB Bank plc defaulted his Bounce Back Loan (“BBL”) What happened In May 2020, Mr K successfully applied to TSB for a BBL for £35,000. Mr K also later successfully applied to TSB for a top-up to his BBL of a further £2,500. TSB... (4 pages)View decision -
Decision Reference DRN-4679879
3 Apr 2024 esure Insurance Limited Not upheldInsuranceDRN-4679879 The complaint Mr W complains about the way esure Insurance Limited handled a claim under his motor insurance policy. What happened In July 2022, Mr W was involved in a road traffic accident. He made a claim to esure under his motor insurance policy. esure arranged for Mr W’s ... (3 pages)View decision -
Decision Reference DRN-4642170
3 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4642170 The complaint Mr O complains that Metro Bank PLC won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in March 2023, M... (3 pages)View decision -
Decision Reference DRN-4611682
3 Apr 2024 UIA (Insurance) Limited Not upheldInsuranceDRN-4611682 The complaint Mr S and Miss W are unhappy with what UIA (Insurance) Limited did following a claim they made on their legal expenses insurance policy. What happened In 2021 Mr S and Miss W sought assistance from their legal expenses policy in defending a claim for adverse posses... (3 pages)View decision -
Decision Reference DRN-4642830
3 Apr 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4642830 The complaint Ms D is being represented by a claims manager. She’s complaining about Loans 2 Go Limited because she says it lent to her irresponsibly by approving loans she couldn’t afford to repay. What happened Between 2018 and 2022, Ms D took the following series of loans wi... (3 pages)View decision
