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 360982 results
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Decision Reference DRN-5246877
8 Jan 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246877 The complaint Ms P and Mr P have complained that National Westminster Bank Plc didn’t give them notice their fixed interest rate product was coming to an end on their mortgage. They’re also unhappy about what happened when they tried to put a new product in place, and they s... (6 pages)View decision -
Decision Reference DRN-5175279
8 Jan 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5175279 The complaint Miss B complained that her claim for damage caused by rainwater penetrating her home was unfairly declined by Acromas Insurance Company Limited (“Acromas”) under her home property insurance. She was also unhappy with the way the claim was handled. What happened... (3 pages)View decision -
Decision Reference DRN-5137539
8 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5137539 The complaint Mr D is unhappy Covea Insurance plc (Covea) have declined a claim for storm damage he made under his home insurance policy. What happened In January 2024 Mr D logged a claim with Covea under his home insurance policy. He said a storm had damaged his dormer roof... (3 pages)View decision -
Decision Reference DRN-4961013
8 Jan 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4961013 The complaint Mr A has complained about a transfer of his The Prudential Assurance Company Limited (‘Prudential’) personal pension to the Focusplay Retirement Benefit Scheme (‘the scheme’) – an occupational pension scheme (‘OPS’) – in February 2016. The scheme has been suspe... (9 pages)View decision -
Decision Reference DRN-5229556
8 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5229556 The complaint Mr G has complained about the service provided by Domestic & General Plc (‘D&G’) under his home appliance insurance policy. What happened Mr G’s fridge-freezer unfortunately stopped working in mid-November 2024, and he notified D&G as the insurer o... (3 pages)View decision -
Decision Reference DRN-5173898
8 Jan 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5173898 The complaint Mr D complains about a car he acquired through a Hire Purchase agreement with Marsh Finance Limited (“Marsh”). Mr D had problems with the car and says it isn’t fit for purpose. What happened Mr D acquired the vehicle in December 2023. When it was supplied it w... (7 pages)View decision -
Decision Reference DRN-5176957
8 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5176957 The complaint Mrs G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mrs G applied for an Aqua credit card in February 2022. Mrs G said she had an income of £12,000 ... (3 pages)View decision -
Decision Reference DRN-4934679
8 Jan 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-4934679 The complaint Mr and Mrs A complain that HSBC UK Bank Plc unfairly declined their request for further mortgage borrowing, causing them to remortgage with another lender, incur an early repayment charge and lose their fixed interest rate. What happened In 2023 Mr and Mrs A a... (3 pages)View decision -
Decision Reference DRN-5243889
8 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243889 The complaint Mr and Mrs G have a personal current account with Barclays. Mrs G sometimes uses the account to conduct business in the capacity of a sole trader. On 8 December 2023 an incoming payment for £380 was stopped. This payment was part of a contract which Mrs G says ... (5 pages)View decision -
Decision Reference DRN-5247210
8 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5247210 The complaint Mr M is complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. He already held an online trading account that he says he’d used to trade a small amou... (4 pages)View decision
