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-4912853
10 Dec 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4912853 The complaint Miss M has complained that Northern Bank Limited (trading as Danske Bank) won’t refund the money she lost after falling victim to a scam. What happened Miss M received a falsified text message about a missed parcel delivery. She clicked the link and entered her... (4 pages)View decision -
Decision Reference DRN-5200882
10 Dec 2024 TSB Bank plc Not upheldMortgagesDRN-5200882 The complaint Mr and Mrs B complain about the way their mortgage with TSB Bank plc is arranged. They consider that TSB is acting inflexibly to maximise the amount it can charge in fees. What happened In 2016, TSB recommended a mortgage to Mr and Mrs B. It had a fixed rate un... (4 pages)View decision -
Decision Reference DRN-5161652
10 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5161652 The complaint Mr C complains that Domestic & General Insurance Plc (“D&G”) unfairly cancelled his electronic device insurance policies. What happened Mr C has a daughter with autism. On about 18 May 2020, Mr C took out a D&G electronic device policy. On about ... (2 pages)View decision -
Decision Reference DRN-5191541
10 Dec 2024 Personal Touch Financial Services Ltd Not upheldInvestmentsDRN-5191541 The complaint Ms M is unhappy with the advice she says she received in 2012 to re-mortgage her home to invest in Harlequin properties in the Dominican Republic. She says the advice was given to her by Mr O who worked for The Mortgage Company (“TMC”) which was an appointed re... (9 pages)View decision -
Decision Reference DRN-5110577
10 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5110577 The complaint Mr F and Miss W complain of the difficulties they faced in obtaining additional borrowing from Bank of Scotland plc trading as Halifax. What happened Mr F and Miss W spoke with a mortgage advisor in August 2024 about additional borrowing on their mortgage. Hali... (2 pages)View decision -
Decision Reference DRN-5194831
10 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5194831 The complaint Mr B complains that Lloyds Bank General Insurance Limited (Lloyds) incorrectly renewed his home insurance policy and deducted two premiums. What happened In 2022 Mr B took out policy with Lloyds effective from 2 January 2023. In November 2023 Lloyds sent rene... (2 pages)View decision -
Decision Reference DRN-5200129
10 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5200129 The complaint Miss L complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. Miss L is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (14 pages)View decision -
Decision Reference DRN-4803294
10 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4803294 The complaint Mr K complains that Capital One (Europe) plc mishandled his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of a faulty car. What happened In August 2022 Mr K bought a second-hand car. It was some 15 years old and had a recorded mileage of 8... (4 pages)View decision -
Decision Reference DRN-5151922
10 Dec 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5151922 The complaint Miss O complains about the handling of her motor insurance claim by Markerstudy Insurance Company Plc (‘Markerstudy’) What happened Miss O and Markerstudy are familiar with the background of this complaint and broadly, the chain of events that led to the compla... (3 pages)View decision -
Decision Reference DRN-5166617
10 Dec 2024 Chubb European Group SE Not upheldInsuranceDRN-5166617 The complaint Mr R’s complaint is about the rejection of a claim under his refund insurance cover with Chubb European Group SE. What happened Mr R’s policy with Chubb provides cover in the event that a retailer refuses to accept a returned item within 90 days of purchase. Mr... (2 pages)View decision
