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-5024434
29 Nov 2024 Capital Home Loans Limited Not upheldMortgagesDRN-5024434 The complaint Mrs G complains that when she took out a payment break on her Buy To Let mortgage with Capital Home Loans Limited trading as CHL Mortgages (“CHL”) it said pre-existing arrears on her account wouldn’t be marked on her credit file during the break. But they were.... (3 pages)View decision -
Decision Reference DRN-4990962
29 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4990962 The complaint Mrs N has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with an Escape of Water (EOW) claim which she made under her home insurance policy. Any reference to RSA in my decision includes it agents. What happened Mrs N contacted h... (2 pages)View decision -
Decision Reference DRN-5020751
29 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5020751 The complaint Mr V complains that Bank of Scotland plc (trading in this case under its Halifax brand) blocked his bank account without telling him why. What happened Mr V held a Halifax current account. On 22 December 2023 Halifax placed a block on the account, meaning Mr V ... (2 pages)View decision -
Decision Reference DRN-5126336
29 Nov 2024 Unum Ltd Not upheldInsuranceDRN-5126336 The complaint Ms S complains that Unum Ltd has turned down an incapacity claim she made on her employer’s group income protection insurance policy What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think a... (4 pages)View decision -
Decision Reference DRN-5165943
29 Nov 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5165943 The complaint Miss C has complained that Barclays Bank UK PLC (Barclays) was unjustified in taking legal action against her to repossess her property. What happened Miss C took out a mortgage with Barclays in 2008, which included a linked Mortgage Current Account (MCA), the ... (4 pages)View decision -
Decision Reference DRN-5123238
29 Nov 2024 Carrington Investment Consultants Limited Not upheldPensions and AnnuitiesDRN-5123238 The complaint Mr W complains that Carrington Investment Consultants Limited trading as Carrington Wealth Management (“CW”) has made errors and not managed his pension properly. What happened Mr W has a Self-Invested Personal Pension (SIPP). He opened the SIPP in 2017 with a... (14 pages)View decision -
Decision Reference DRN-4994122
29 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4994122 The complaint Mr C’s complaint is about his mortgage with Bank of Scotland plc trading as Halifax. He is unhappy that an overpayment he made on internet banking was not credited to his mortgage, and instead was returned to his bank account without Halifax contacting him abou... (2 pages)View decision -
Decision Reference DRN-5144655
29 Nov 2024 Nationwide Building Society Not upheldMortgagesDRN-5144655 The complaint Ms M complains that when she contacted Nationwide Building Society to say she was having difficulties making her monthly mortgage payment, it didn’t offer her any support at all. What happened Our service has written to Ms M separately to say that we are only a... (3 pages)View decision -
Decision Reference DRN-5145156
29 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-5145156 The complaint Mr S complains that the hire purchase agreement provided to him by Black Horse Limited was unaffordable. He wants all interest, fees and charges he has paid under the agreement refunded along with interest. Mr S is represented by a third party but for ease of r... (3 pages)View decision -
Decision Reference DRN-5178584
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5178584 The complaint Miss O complains Monzo Bank Ltd (Monzo) won’t refund the money she lost to a scam. What happened In July 2023, Miss O was selling an item on a well-known online selling platform (that I’ll call F). A buyer bought the item and Miss O understood they’d made a pa... (4 pages)View decision
