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 370904 results
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Decision Reference DRN-5568044
20 May 2025 Saga Services Limited UpheldInsuranceDRN-5568044 The complaint Mr C complains Saga Services Limited (Saga) recorded incorrect information about a claim he made under his motor insurance policy. He also complains about the renewal price he was offered, and the impact the incorrect information has had on his claim. What happ... (5 pages)View decision -
Decision Reference DRN-5571764
20 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5571764 The complaint Miss T complains HSBC UK Bank Plc acted unfairly by defaulting and then closing her account. What happened Before explaining what’s happened, I wanted to set out that Miss T originally asked this Service to look into several concerns in relation to the account... (3 pages)View decision -
Decision Reference DRN-5569814
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5569814 The complaint Mr A is unhappy with Santander UK Plc. Mr A’s Mum (Mrs A) attempted to pay a cheque into his account for him when she was in a branch. But after she gave the cheque to the cashier it got stuck in the machine. Fortunately, the cheque didn’t rip, and the cashier ... (4 pages)View decision -
Decision Reference DRN-5441538
20 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5441538 The complaint Mr C complains Barclays Bank UK PLC recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr C had an account with Barclays. In May... (3 pages)View decision -
Decision Reference DRN-5523170
20 May 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5523170 The complaint Mr I is unhappy Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined his claim when flooding caused his “Cornish” boundary wall to collapse. Mr I thought the communication from Lloyds was poor and felt there were unnecessary delays with the claim.... (2 pages)View decision -
Decision Reference DRN-5568551
20 May 2025 U K Insurance Limited UpheldInsuranceDRN-5568551 The complaint Mr H complains about UK Insurance Limited (UKI)’s handling of a claim on his motor insurance. Mr H’s policy was sold and is administered by a third party company on UKI’s behalf and most of his correspondence has been with this company. However, UKI is the poli... (4 pages)View decision -
Decision Reference DRN-5571052
20 May 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5571052 The complaint Mr H has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“MHCC”) dealt with claims he’d made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened The circumstances of the complaint are well known to ... (4 pages)View decision -
Decision Reference DRN-5569605
20 May 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5569605 The complaint Mrs M is unhappy with the amount of information Yorkshire Building Society (YBS) requires her attorney under a Lasting Power of Attorney (LPA) to provide before it can be registered. Mrs M’s complaint is being made on her behalf with support from one of her att... (7 pages)View decision -
Decision Reference DRN-5529868
20 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5529868 The complaint Mrs D’s complaint is, in essence, that First Holiday Finance Limited (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her and her late husband under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and ... (21 pages)View decision -
Decision Reference DRN-5448799
20 May 2025 Metropolitan Housing Trust Ltd Not upheldMortgagesDRN-5448799 The complaint This complaint is about a Help To Buy equity loan that Mr and Mrs A hold with Metropolitan Housing Trust Ltd trading as Metropolitan Thames Valley (MTV). The essence of the complaint is that Mr and Mrs A believe the loan was mis-sold when they took it out. They... (3 pages)View decision
