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 365360 results
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Decision Reference DRN-5141713
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5141713 The complaint Miss Y complains that Nationwide Building Society rejected her claim under section 75 Consumer Credit Act 1974 in respect of a timeshare product. What happened On 19 September 2023 (‘the Time of Sale’) while on holiday abroad Miss Y and her partner attended a pres... (3 pages)View decision -
Decision Reference DRN-5239351
27 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5239351 The complaint Mr J complains about how esure Insurance Limited (esure) dealt with a claim on his motor insurance. What happened Mr J had motor insurance underwritten by esure. He was involved in an accident which he says wasn’t his fault. The other driver didn’t report this ... (2 pages)View decision -
Decision Reference DRN-5209205
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5209205 The complaint Mrs F complains about the cost involved in releasing the charge held by Bank of Scotland plc trading as Halifax on her property, for a mortgage that has since been redeemed. What happened Mrs F took a mortgage with Halifax in 1999 for a property in Northern Ire... (3 pages)View decision -
Decision Reference DRN-5200339
27 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5200339 The complaint Mrs N complains HSBC UK Bank Plc were wrong to default and close her loan account. What happened Mrs N was unhappy to find in June 2024 that HSBC had defaulted her account and later close it as she was behind with payments. She said when she contacted them to r... (2 pages)View decision -
Decision Reference DRN-5288797
27 Jan 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5288797 The complaint Mr G complains that Paragon Bank Plc didn’t provide clear information when he was transferring his Individual Savings Account (ISA) to a new product in 2023. What happened In October 2023, Mr G’s Paragon ISA matured, and he believed he had transferred the accou... (2 pages)View decision -
Decision Reference DRN-5260262
27 Jan 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5260262 The complaint Mr and Mrs I’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5246846
27 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5246846 The complaint Mr C complains about the way in which Vanquis Bank Limited treated him when he contacted them about the arrears on his account. He’s also unhappy that Vanquis registered a default on his credit file. What happened Mr C holds a credit card account with Vanquis. ... (3 pages)View decision -
Decision Reference DRN-4885557
27 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4885557 The complaint Mrs H is unhappy that Wise Payments Limited will not refund £4,240 that she lost as the result of an Authorised Push Payment (APP) scam. Mrs H brought his complaint to this service through a representative. For ease of reading I will refer solely to Mrs H in th... (3 pages)View decision -
Decision Reference DRN-5194644
27 Jan 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5194644 The complaint Mr Y says CA AUTO FINANCE UK LTD (‘CA’), trading as Fiat Financial Services, were wrong to tell his insurer that they didn’t accept replacement cars in relation to insurance settlements. What happened In August 2023 Mr Y entered into a Personal Contract Purchas... (2 pages)View decision -
Decision Reference DRN-5152866
27 Jan 2025 First Complete Ltd Not upheldInsuranceDRN-5152866 The complaint Mr A and Miss B have complained that First Complete Ltd trading as PRIMIS Mortgage Network (PRIMIS) mis-sold them life and critical illness insurance. What happened The background to this complaint is well known to the parties so I won’t repeat it in full here.... (2 pages)View decision
