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 364862 results
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Decision Reference DRN-5299023
4 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5299023 The complaint Mrs H is unhappy that Barclays Bank UK PLC wouldn’t agree to remove a charge that relates to commercial borrowing, that she thought had been repaid. What happened Mrs H was the proprietor of a business operating out of commercial premises. She is represented in... (4 pages)View decision -
Decision Reference DRN-5247580
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5247580 The complaint Ms B complains on behalf of the estate of her late mother, Mrs G, that National Westminster Bank Plc (NatWest) reinstated a direct debit (DD) without her permission and has failed to properly explain how this happened. What happened Following her mother’s deat... (3 pages)View decision -
Decision Reference DRN-5284138
4 Feb 2025 Loan.co.uk Ltd Not upheldMortgagesDRN-5284138 The complaint This complaint is about a second charge consolidation loan Miss P took out on the advice and recommendation of Loan.co.uk Ltd. The essence of the complaint is that instead of arranging for all of Miss P’s credit card debts to be repaid, Loan.co.uk Ltd arranged... (2 pages)View decision -
Decision Reference DRN-5266152
4 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5266152 The complaint Mr H complains about how Royal & Sun Alliance Insurance Limited (RSA) handled a claim under his home insurance policy for damage to his property from a chip pan fire. References to RSA include their agents who administer the policy and assess claims. What... (3 pages)View decision -
Decision Reference DRN-5301800
4 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5301800 The complaint Mrs H’s complaint is about the handling of a claim under home emergency insurance with Inter Partner Assistance SA (“IPA”). What happened In July 2023, Mrs H contacted IPA, as she had a leak from a toilet at her property. IPA arranged for a contractor to attend... (4 pages)View decision -
Decision Reference DRN-5283416
4 Feb 2025 Skipton Building Society Not upheldMortgagesDRN-5283416 The complaint Heading This complaint is about a mortgage application made by Mr and Mrs Y to Skipton Building Society in 2024. The essence of the complaint is that Skipton withdrew the mortgage offer after Mr and Mrs Y had exchanged contracts on their new property purchase.... (2 pages)View decision -
Decision Reference DRN-4921564
4 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4921564 The complaint Mrs W complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In February 2023 Mrs W entered into a 2... (4 pages)View decision -
Decision Reference DRN-5249614
4 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5249614 The complaint Mr P complains Royal & Sun Alliance Insurance Limited (RSA) failed to progress a referral for legal assistance as part of a claim on his motor insurance policy. RSA are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (2 pages)View decision -
Decision Reference DRN-5263776
4 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5263776 The complaint Miss S complains that Vanquis Bank Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with 8% simple interest and any adverse information relating to the account removed from her credit file. Miss S is represented... (3 pages)View decision -
Decision Reference DRN-5105602
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5105602 The complaint Mr C and Ms C complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened In 2019, Mr C and Ms C heard about an investment from a family member. It involved a company I’ll refer to as B, as well ... (5 pages)View decision
