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
-
Decision Reference DRN-5148202
30 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5148202 The complaint Mr and Mrs G complain that Nationwide Building Society didn’t make it clear enough that there was a cut off date for them to secure a new fixed rate when their one came to an end on their mortgage. They have had one month charged at the standard variable rate (... (4 pages)View decision -
Decision Reference DRN-4899009
30 Jan 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-4899009 The complaint Mrs B – Mr B’s mother has brought the complaint to us on Mr B’s behalf – acting as his representative. As she’s solely dealt with correspondence for the account, I’ll refer to her throughout the decision. But it’s Mr B’s complaint under our rules. Mrs B complai... (3 pages)View decision -
Decision Reference DRN-5296666
30 Jan 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5296666 The complaint Mr A complains that JAJA FINANCE LTD (‘JAJA’) hasn’t refunded the money he lost after he fell victim to a scam. He’s also unhappy with how JAJA handled his reimbursement claim. To resolve the complaint, Mr A’s asked JAJA to reimburse the loss he’s suffered. Wh... (4 pages)View decision -
Decision Reference DRN-5138857
30 Jan 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5138857 The complaint Mr S is unhappy that The Royal Bank of Scotland (RBS) recorded information incorrectly on his credit file, which be believes prevented him from obtaining a mortgage. What happened Mr S had a loan account with RBS, which was settled in January 2024. Mr S applied... (2 pages)View decision -
Decision Reference DRN-5294271
30 Jan 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5294271 The complaint Mr Z and the estate of Mrs Z complain that The Prudential Assurance Company Limited hasn’t fairly settled a critical illness claim Mrs Z made on a Home Purchaser policy. What happened Mr and Mrs Z took out a Home Purchaser policy in 1999 to protect their mortga... (3 pages)View decision -
Decision Reference DRN-5181998
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5181998 The complaint Mr C is unhappy the claim he made with esure Insurance Limited (esure) under his motor insurance policy hasn’t been settled. What happened In March 2022 Mr C was unfortunately involved in an accident involving two other vehicles and so reported a claim to esure... (2 pages)View decision -
Decision Reference DRN-5296852
30 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296852 The complaint Mrs L complains that AXA Insurance UK Plc (“AXA”) unfairly recorded her at-fault for an accident claim under her motor insurance policy. What happened In December 2023 Mrs L was involved in a car accident. She contacted AXA and received a letter that told her s... (3 pages)View decision -
Decision Reference DRN-5256471
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256471 The complaint Mr T Jr complains on behalf of his father, Mr T, about the service received from Lloyds Bank PLC (“Lloyds”) when trying to locate a historical account that he believed Mr T held with it. Mr T Jr doesn’t believe Lloyds have done enough in its efforts to locate t... (4 pages)View decision -
Decision Reference DRN-5258968
30 Jan 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5258968 The complaint Mr D complains about the decision of Watford Insurance Company Europe Limited to record a loss against his claim record after his motor vehicle was stolen. What happened Mr D was the victim of a break in which resulted in his car being stolen. He notified Watfo... (2 pages)View decision -
Decision Reference DRN-4894092
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4894092 The complaint Mr A complains that Lloyds Bank plc (Lloyds) didn’t uphold his chargeback request. He would like the deposit he was claiming back refunded. What happened The details of this complaint are well known to both parties so I won’t repeat them again here, instead I ... (2 pages)View decision
