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 364422 results
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Decision Reference DRN-5025696
11 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5025696 The Complaint Ms D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to a loan taken to purchase a timeshare. Background to the Complaint Ms D... (14 pages)View decision -
Decision Reference DRN-5101474
11 Dec 2024 Skipton Building Society Not upheldMortgagesDRN-5101474 The complaint Ms K complains that Skipton Building Society unfairly recorded a marker against her with CIFAS, a fraud prevention agency, following a mortgage application. What happened In July 2021 Ms K applied for a mortgage with Skipton via a broker. The mortgage applicati... (2 pages)View decision -
Decision Reference DRN-5204993
11 Dec 2024 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-5204993 The complaint Mr L complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensur... (4 pages)View decision -
Decision Reference DRN-5128394
11 Dec 2024 Primassure Limited Not upheldInsuranceDRN-5128394 The complaint A limited company which I’ll refer to as U complains Primassure Limited mis-sold it a business protection insurance policy. U is represented in bringing this complaint by one of its directors, Mrs T. What happened U has had business protection insurance arrange... (4 pages)View decision -
Decision Reference DRN-5204392
11 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5204392 The complaint Mr M complains that Barclays Bank UK PLC unreasonably blocked his accounts without explanation. What happened On 8 August 2023 Mr M that that he couldn’t make payments from his personal and business accounts. When he contacted Barclays, he wasn’t given any fur... (2 pages)View decision -
Decision Reference DRN-5119491
11 Dec 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5119491 The complaint Mr S is unhappy with what DAS Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened In June 2023 Mr S sought assistance from his policy with an employment claim after he was made redundant. Afte... (3 pages)View decision -
Decision Reference DRN-5199136
11 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5199136 The complaint Mr P complains that Santander UK Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. Mr P has been represented in bringing his complaint to our service by a family member. But for ease of reference, I’ll ref... (5 pages)View decision -
Decision Reference DRN-5089467
11 Dec 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5089467 The complaint Mr S, Mrs S and Mr H complain that they weren’t notified when the fixed interest rate period on their mortgage with Clydesdale Bank trading as Virgin Money was coming to an end. The monthly payments increased very significantly as a result. What happened Whilst... (4 pages)View decision -
Decision Reference DRN-4939698
11 Dec 2024 Phoenix Life Limited Not upheldInsuranceDRN-4939698 The complaint Mr C complains that Phoenix Life Limited mis-sold him a term assurance policy. Mr C is represented by Mrs C. What happened In April 2000, Mr C was advised to take out a term assurance policy by a broker. Phoenix is now responsible for complaints about that brok... (3 pages)View decision -
Decision Reference DRN-5201106
11 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5201106 The complaint Mr P complains U K Insurance Limited trading as Direct Line (“UKI”) has unfairly declined a claim for treatment on his pet insurance policy. Any reference to UKI includes the actions of its agents. What happened The circumstances of this complaint are well know... (2 pages)View decision
