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 367300 results
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Decision Reference DRN-5392809
12 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5392809 The complaint Miss G is unhappy with several aspects of the service she received from Santander UK Plc. What happened Miss G opened a new current account with Santander in February 2024. Miss G sent letters to Santander dated 12 March and 12 April 2024 in which she asked Sa... (3 pages)View decision -
Decision Reference DRN-4811163
12 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4811163 The complaint Mr B complains about how J.P. Morgan Europe Limited, trading as Chase, handled his chargeback request. What happened In November 2023, Mr B was due to fly to the Dominican Republic. He’d paid for his flight by debit card, the cost was £329.47. Unfortunately, t... (3 pages)View decision -
Decision Reference DRN-5392445
12 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5392445 The complaint Mr G complains that Liverpool Victoria Insurance Company Limited (LV) declined a claim he made on his motor insurance policy following the theft of his vehicle. What happened Mr G held a motor insurance policy with First Central. He contacted them in April 202... (3 pages)View decision -
Decision Reference DRN-5203183
12 Mar 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5203183 The complaint Mr M complained about advice he was given in 2018 regarding the transfer of his defined- benefit (DB) pension scheme, to a type of personal pension plan. I can see that Mr M was originally dealing with a business which is now known as Harbour Rock Capital Limit... (9 pages)View decision -
Decision Reference DRN-5392598
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5392598 I issued my provisional decision on 27 January 2025. Since then, I have heard from Barclays Bank UK PLC and Mr W. I’ve reviewed the information given and have issued my final decision below. The complaint Mr W complains that Barclays Bank UK PLC (trading as Barclaycard) did... (5 pages)View decision -
Decision Reference DRN-5244395
12 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5244395 The complaint Mr B complains that Oodle Financial Services Limited was irresponsible in its lending to him. He wants all interest and charges paid refunded along with 8% simple interest and any adverse information regarding this lending removed from his credit file. Mr B is ... (4 pages)View decision -
Decision Reference DRN-5391546
12 Mar 2025 Lendable Ltd UpheldConsumer CreditDRN-5391546 The complaint Mr F complains that lendable Ltd lent irresponsibly when it approved three loan applications he made between 2021 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F applied f... (4 pages)View decision -
Decision Reference DRN-5339827
12 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5339827 The complaint Mr K is unhappy West Bay Insurance Plc turned down a claim he made on his pet insurance policy. What happened Mr K has pet insurance with West Bay taken out in February 2023. In May 2024 he claimed on his policy for the cost of surgery his dog had to remove two... (3 pages)View decision -
Decision Reference DRN-5276084
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5276084 The complaint Mr U complains that Barclays Bank UK PLC, trading as Barclaycard, have miscalculated the balance of his account. What happened Mr U complained to Barclays because he felt they had miscalculated the balance of his account and so had been charging him interest on... (2 pages)View decision -
Decision Reference DRN-5331724
12 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5331724 The complaint Mr A is unhappy with what Advantage Insurance Company Limited did after he contacted it about a claim he made on his motor legal expenses insurance. What happened Mr A has motor insurance with Advantage which includes motor legal expense cover (provided by a d... (3 pages)View decision
