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-5410182
12 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5410182 The complaint This complaint’s about a credit decision made by Bank of Scotland plc (BOS) in relation to the assets and liabilities of a limited company I’ll refer to as C. C is one of three limited companies with common directors and shareholders, all of which bank with BOS... (3 pages)View decision -
Decision Reference DRN-5431560
12 May 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5431560 The complaint Mr G has complained that he hasn’t received a refund from Hyundai Capital UK Limited trading as Kia Finance. Mr G has been represented in bringing his complaint. But for clarity, I’ll refer to all submissions made on his behalf, as having been made by him direc... (2 pages)View decision -
Decision Reference DRN-5523128
12 May 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5523128 The complaint Mr K and Ms M complain about Lloyds Bank General Insurance Limited’s (‘Lloyds’) handling of their home insurance claim. References to Lloyds include its agents. What happened In January 2024 Mr K and Ms M’s home suffered damage from a flood, so they contacted... (5 pages)View decision -
Decision Reference DRN-5552039
12 May 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5552039 The complaint Mr and Mrs M’s complaint is about a facility they hold with The Royal Bank of Scotland Plc (RBS) trading as The One Account. The essence of the complaint, set out in a letter Mr M sent to RBS in the summer of 2024, is that they believe the fundamental structur... (3 pages)View decision -
Decision Reference DRN-5503323
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5503323 The complaint Ms K and Mr H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to notify them that it had not paid a regular payment from their savings account due to insufficient funds. They also complain about NatWest’s poor service and that ... (6 pages)View decision -
Decision Reference DRN-4992565
12 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4992565 The complaint Mrs C complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mrs C engaged a ... (3 pages)View decision -
Decision Reference DRN-5489727
12 May 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5489727 The complaint Mr W complains that Hastings Insurance Services Limited (Hastings) delayed the closure of a claim he’d made against his car insurance policy, and this caused him both distress and inconvenience. What happened The events which led up to this complaint are well ... (3 pages)View decision -
Decision Reference DRN-5551933
12 May 2025 Santander UK Plc UpheldMortgagesDRN-5551933 The complaint This complaint is about a mortgage Mrs L and Mr Y hold with Santander UK Plc. The core of the complaint arises from how Santander handled a request Mrs L and Mr Y made to put the mortgage on a new fixed rate deal and to borrow more money. The new lending was co... (4 pages)View decision -
Decision Reference DRN-5456713
12 May 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5456713 The complaint Miss B complains that Casualty & General Insurance Company (Europe) Ltd (CGICE) declined a claim she made on her pet insurance policy. What happened The events which led up to this complaint are well known to both parties, so I’ll give just a broad overvi... (3 pages)View decision -
Decision Reference DRN-5547402
12 May 2025 Preferred Mortgages Limited Not upheldMortgagesDRN-5547402 The complaint Mrs D and Mr M complain that Preferred Mortgages Limited has overcharged interest and fees on their mortgage, administered the mortgage poorly and reported information unfairly on their credit files. What happened Mrs D and Mr M took out their mortgage with Pre... (3 pages)View decision
