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-5152839
3 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5152839 The complaint Mrs W and Mr W are unhappy with the service provided by AXA Insurance UK Plc after making a claim following an escape of oil that damaged their home. Mrs W and Mr W are both parties to this complaint. For ease of reference I have referred to Mr W throughout th... (4 pages)View decision -
Decision Reference DRN-5180734
3 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5180734 The complaint Ms M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5138963
3 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5138963 The complaint Mr K complains Metro Bank PLC (Metro) provided poor customer service when he called them, requesting an encrypted password for a document. What happened Mr K says on a bank holiday in late August 2024 he telephoned Metro to obtain an encrypted password for a do... (2 pages)View decision -
Decision Reference DRN-5082031
3 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5082031 The complaint Messrs D complain about the consequences of an account restriction applied by National Westminster Bank Plc trading as Ulster Bank (Ulster), in particular the impact on a direct debit (DD) instruction. Messrs D are represented by a third party. What happened In... (3 pages)View decision -
Decision Reference DRN-5164910
3 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5164910 The complaint Mr G complains National Westminster Bank Plc (NatWest) failed to provide him with historic statements going back to between 2005 to 2011. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again. The facts ar... (2 pages)View decision -
Decision Reference DRN-5184780
3 Dec 2024 Alan Steel (Asset Management) Limited Not upheldInvestmentsDRN-5184780 The complaint Mr and Mrs R have complained about the advice they received from Alan Steel (Asset Management) Limited (‘ASAM’) regarding their investment in the Woodford Equity Income Fund (‘WEIF’). They have also complained about the information they received about the WEIF ... (5 pages)View decision -
Decision Reference DRN-5149728
3 Dec 2024 Clear Legal Marketing Limited UpheldClaims ManagementDRN-5149728 The complaint Mrs M complains about Clear Legal Marketing Limited (“CLM”) and the success fee they are charging her following her claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them c... (3 pages)View decision -
Decision Reference DRN-4519486
3 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4519486 The complaint Mr R has complained that National Westminster Bank Plc (“NatWest”) acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In January 2015, Mr R, alongside another, purchased holi... (4 pages)View decision -
Decision Reference DRN-5183995
3 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5183995 The complaint Ms D complains about the way Bank of Scotland plc trading as Halifax has administered the sub-accounts on her mortgage. What happened Ms D took out a mortgage with Halifax in 2007. The interest rate was fixed until 28 February 2009, since then the standard vari... (3 pages)View decision -
Decision Reference DRN-5184640
3 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5184640 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Halifax caused several issues during their enquiry about a rate switch which has led them to paying more on their mortgage. What happened Mr and Mrs M have a mortgage with Halifax, previously consisting... (4 pages)View decision
