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 368546 results
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Decision Reference DRN-4572667
4 Apr 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4572667 The complaint Mr P, who is a director of B, complains that Metro Bank PLC delayed a transfer of funds from B’s business savings account to his own account, held with a different bank. He says this caused him to lose out on securing a high interest rate on an ISA. What happened ... (4 pages)View decision -
Decision Reference DRN-4647104
4 Apr 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4647104 The complaint Mr L complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) acted irresponsibly by entering into a hire purchase agreement that he said he couldn’t afford to repay. Mr L in bringing his complaint is represented by a third party. For e... (3 pages)View decision -
Decision Reference DRN-4721287
4 Apr 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4721287 The complaint Ms B is unhappy with the service she has received from The Royal London Mutual Insurance Society Limited (Royal London). She says there were delays in receiving her annuity and poor communication. She would like compensation and an explanation as to why only one o... (6 pages)View decision -
Decision Reference DRN-4534528
4 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4534528 The complaint Mr R complains that a £50 payment made from his current account, held with Santander UK Plc, has gone missing. He also complains that someone at Santander tampered with his account by changing his memorable password and security information. What happened On 2 Jul... (3 pages)View decision -
Decision Reference DRN-4704246
4 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4704246 The complaint Mrs C is complaining about the amount U K Insurance Limited (UKI) has paid after she made a claim against a commercial property insurance policy that covered a property she owned. What happened In January 2023 an overflowing bath from the flat above the property M... (4 pages)View decision -
Decision Reference DRN-4594303
4 Apr 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4594303 The complaint Mr S, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He says that due to his personal and financial circumstances at the relevant time the agreement was unaffordable. What happen... (3 pages)View decision -
Decision Reference DRN-4721174
4 Apr 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4721174 The complaint Mr A complains that Aviva Insurance Limited (Aviva) damaged his water pressure system after he made a claim under his plumbing and drainage insurance cover. Where I’ve referred to Aviva, this also includes any actions and communication by agents acting on their be... (5 pages)View decision -
Decision Reference DRN-4130863
3 Apr 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4130863 The complaint Ms K complains about the way Nationwide Building Society dealt with her request for additional borrowing, which she says detrimentally affected her financial position. What happened Ms K held a loan and current account with Nationwide. She advises she had been off... (3 pages)View decision -
Decision Reference DRN-4720597
3 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4720597 The complaint Ms G is unhappy that HSBC UK Bank Plc didn’t complete a transfer she instructed and with the service she received from HSBC surrounding that issue. What happened On Saturday 5 August 2023, Ms G instructed a payment online relating to her business. The next day, Su... (3 pages)View decision -
Decision Reference DRN-4713551
3 Apr 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4713551 The complaint Mr A complains about Assurant General Insurance Limited’s repair of his mobile phone under his mobile phone insurance. What happened Mr A has mobile phone insurance through a building society account. The insurer is Assurant. On 25 August 2023 Mr A claimed on his ... (4 pages)View decision
