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-4193553
13 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4193553 The complaint Mr C complains about how Santander UK Plc (“Santander”) handled a claim he made in relation to a transaction on his credit card. What happened Mr C purchased a carpet restoration and authentication service, from a company I’ll refer to as “S”, through his Santande... (4 pages)View decision -
Decision Reference DRN-4606288
13 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4606288 The complaint Mr F complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under his motor insurance policy. Another person has been involved with parts of the claim, but for ease I’ll refer to him throughout. What happened Mr F had a motor insuran... (7 pages)View decision -
Decision Reference DRN-4454670
13 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4454670 The complaint Mr D complained because Barclays Bank UK PLC refused to refund him for transactions he said he didn’t make. What happened Mr D was on holiday abroad. Between 22 and 28 July 2023, four chip and PIN retail transactions and two chip and signature retail transactions,... (3 pages)View decision -
Decision Reference DRN-4613393
13 Feb 2024 Accord Mortgages Limited UpheldMortgagesDRN-4613393 The complaint Mr and Mrs L complain that they weren’t able to properly consider the mortgage offer made by Accord Mortgages Limited, before agreeing to it. They say that the only fair thing to do was to let them change their mind, some weeks later, when a better deal was availa... (4 pages)View decision -
Decision Reference DRN-4618356
13 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4618356 The complaint Mr W complains that Aviva Insurance Limited (Aviva) failed to apply its uninsured driver promise and provided poor service following a claim he made under his motor insurance policy. What happened Mr W says his parked car was hit by an uninsured driver who drove a... (4 pages)View decision -
Decision Reference DRN-4618746
13 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4618746 The complaint Mr S complains about esure Insurance Limited’s (Esure) handling and settlement of a claim made under his car insurance policy. What happened Mr S has a car insurance policy underwritten by Esure. In September 2022 Mr S was involved in an accident so he made a clai... (3 pages)View decision -
Decision Reference DRN-4570331
13 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4570331 The complaint Mr L complains that Lloyds Bank PLC lent irresponsibly when it approved his credit card application in 2006. What happened Mr L applied for a credit card with Lloyds in 2006. Lloyds says it reviewed Mr L’s application and approved it with a credit limit of £1,000.... (2 pages)View decision -
Decision Reference DRN-4529983
13 Feb 2024 Friends Advisers Ltd UpheldMortgagesDRN-4529983 The complaint Mrs and Mr H are unhappy that Friends Advisers Ltd (FAL) applied for a mortgage with a longer term than they had requested. What happened Mrs and Mr H first contacted FAL (a mortgage broker) about mortgage advice in 2020. Due to a change in their circumstances, Mr... (3 pages)View decision -
Decision Reference DRN-4607759
13 Feb 2024 First Complete Ltd UpheldMortgagesDRN-4607759 The complaint Mr G and Mrs T complain that they had understood the mortgage deal they took out through First Complete Ltd trading as PRIMIS Mortgage Network could be cancelled if rates dropped before it came into effect. But rates did drop, and they weren’t then able to cancel.... (7 pages)View decision -
Decision Reference DRN-4384099
13 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4384099 The complaint Mr F’s complaint is that Santander UK Plc put pressure on him to pay off his interest-only mortgage. Mr F believed Santander had granted a term extension in 2019 to run until his 70 th birthday (so until 2025). Mr F said that, in order to repay his mortgage, he ha... (5 pages)View decision
