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 360982 results
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Decision Reference DRN-4780141
17 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4780141 The complaint Mr L complains about a car supplied to him under a conditional sale agreement taken out with Moneybarn No.1 Limited trading as Moneybarn (Moneybarn). What happened In September 2023, Mr L acquired a used car by entering into a conditional sale agreement with M... (5 pages)View decision -
Decision Reference DRN-5216687
17 Dec 2024 Metro Bank PLC Not upheldMortgagesDRN-5216687 The complaint Mr and Mrs S complain that Metro Bank PLC did not give them enough notice that the fixed interest rates on their buy-to-let mortgages were coming to an end. What happened Mr and Mrs S had three buy-to-let mortgages on an interest only basis with Metro. The mort... (4 pages)View decision -
Decision Reference DRN-5215769
17 Dec 2024 Prudential Lifetime Mortgages Limited Not upheldMortgagesDRN-5215769 The complaint Mr P1, the executor of the estate of his late brother Mr P, complains on behalf of Mr P’s estate that Prudential Lifetime Mortgages Limited mis-sold Mr P a lifetime mortgage. What happened In 2009, the late Mr P took out a lifetime mortgage with Prudential – wh... (3 pages)View decision -
Decision Reference DRN-5131015
17 Dec 2024 Santander UK Plc UpheldMortgagesDRN-5131015 The complaint Mr K’s complaint is about a mortgage he used to hold with Santander UK Plc. Mr K says that Santander failed to provide him with clear enough information about what would happen after his mortgage product expired in May 2024, given that the mortgage term end dat... (3 pages)View decision -
Decision Reference DRN-5216532
17 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216532 The complaint Mr C has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him fee-paying Additions and First Additions packaged bank accounts in March 1997 and April 2005. Mr C says that he was told he had to have an Additions account to have an overdraft. He also sa... (3 pages)View decision -
Decision Reference DRN-5202684
17 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5202684 The complaint Mr B complains that Bank of Scotland plc (trading as Intelligent Finance) wouldn’t put legal action to repossess his property on hold, despite him providing evidence that he would soon be able to repay his mortgage. He also complains that it was difficult to re... (4 pages)View decision -
Decision Reference DRN-5172297
17 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5172297 The complaint Mr J complains esure Insurance Limited (esure) have proportionally settled the claim he made under his motor insurance policy and charged an additional premium. What happened In November 2023 Mr J’s vehicle was unfortunately stolen and so he submitted a claim t... (3 pages)View decision -
Decision Reference DRN-5131282
17 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5131282 The complaint Mrs M complains about how her insurer, Liverpool Victoria Insurance Company Limited (LV) handled a claim under her motor insurance policy for the theft of her vehicle. Any reference to LV in this decision includes their agents. What happened In August 2022 Mr... (5 pages)View decision -
Decision Reference DRN-5216314
17 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5216314 The complaint Mrs B is unhappy that J.P. Morgan Europe Limited trading as Chase won’t refund the money she lost as the result of a scam. What happened On 2 December 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide an... (4 pages)View decision -
Decision Reference DRN-4767628
17 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4767628 The complaint Mrs W complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happened The background of t... (2 pages)View decision
