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 364862 results
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Decision Reference DRN-4364763
19 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4364763 The complaint Miss A and Mr E have complained that Santander UK Plc declined their request for a new mortgage interest rate product. What happened I do not need to set out the full background to the complaint. This is because the history of the matter is set out in the correspo... (2 pages)View decision -
Decision Reference DRN-4603030
19 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4603030 The complaint Mr A has complained that Vitality Health Limited only partially settled a claim he made under his group private medical insurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Vi... (2 pages)View decision -
Decision Reference DRN-4612497
19 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4612497 The complaint Mr and Mrs L complained that their claim for damage to their garden and patio was unfairly declined by U K Insurance Limited (“UKI”) under their home insurance policy. What happened Mr and Mrs L reported to UKI their garden was becoming wet and the patio was showi... (2 pages)View decision -
Decision Reference DRN-4593803
19 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4593803 Complaint Mr C has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says that he shouldn’t have been given the credit card as it was unaffordable. Background Capital One provided Mr C with a credit card with a credit limit of £300 in J... (3 pages)View decision -
Decision Reference DRN-4606357
19 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4606357 The complaint Mr F is unhappy with the quality of a car supplied to him under a conditional sale agreement by Santander Consumer (UK) Plc (“SCF”). What happened Mr F acquired a used car under a 36 month conditional sale agreement with SCF in July 2022. The car was six years old... (6 pages)View decision -
Decision Reference DRN-4560991
19 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4560991 The complaint Ms M and Mr Q complain about the way that Accredited Insurance (Europe) Ltd has handled an escape of water claim they made on a home insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of... (3 pages)View decision -
Decision Reference DRN-4629845
19 Feb 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4629845 The complaint Ms S complains that Carey Pensions UK LLP (‘Carey’) (now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease) shouldn’t have allowed her to invest in its Self-Invested Personal Pension (‘SIPP’) and that it failed to carry out suffi... (40 pages)View decision -
Decision Reference DRN-4456883
19 Feb 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4456883 The complaint Mr G complains that Capital One (Europe) plc has unfairly reported late/missed payments and a default for a credit card account he held with it to the credit reference agencies. He asks for the adverse information to be removed. What happened In June 2020 Mr G ope... (4 pages)View decision -
Decision Reference DRN-4429243
19 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4429243 The complaint Mrs C is unhappy that Barclays Bank UK PLC trading as Barclaycard failed to award her credit card account with the welcome bonus points having said she was eligible to receive them. Mrs C has been assisted in bringing her complaint by her son but for ease of refer... (2 pages)View decision -
Decision Reference DRN-4614594
19 Feb 2024 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-4614594 The complaint Mr A has complained Virgin Media Mobile Finance Limited continue to hold him liable for payments for a mobile handset credit agreement. What happened Mr A took out a credit agreement with Virgin Media in May 2021 to make payments over three years for his mobile ha... (2 pages)View decision
