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-5255601
14 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5255601 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy with the service it received from Bank of Scotland plc (“BOS”), including that its Bounce Back Loan (“BBL”) was defaulted. G’s complaint is brought to this service by its director, whom I’ll refer to as ... (3 pages)View decision -
Decision Reference DRN-5259029
14 Jan 2025 Topaz Finance Limited UpheldMortgagesDRN-5259029 The complaint Mr C complains that Topaz Finance Limited trading as Hyalite Mortgages did not treat him fairly when he experienced financial difficulty. What happened In 2007 Mr C took out an interest only mortgage with GMAC-RFC. The mortgage was later transferred to Mortgag... (5 pages)View decision -
Decision Reference DRN-5183583
14 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5183583 The complaint Mr W is unhappy that Nationwide Building Society didn’t notify him that regular payments that he’d scheduled to his ISA were being rejected and returned, and why that was the case. What happened Mr W had a standing order in place to pay £200 per month to his He... (3 pages)View decision -
Decision Reference DRN-5182295
14 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5182295 The complaint Mr S is unhappy with the way Zurich Assurance Limited has handled a claim made on his life assurance policy which included waiver of premium benefit. What happened Mr S made a claim for the waiver of premium benefit in 2024 as he says he has been unable to wor... (3 pages)View decision -
Decision Reference DRN-5209933
14 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5209933 The complaint Mrs J complains that Vanquis Bank Limited refused to freeze interest or put her on a payment plan when she was experiencing financial difficulties. She’s also unhappy that a default has been registered on her credit file. What happened Mrs J holds a credit card... (3 pages)View decision -
Decision Reference DRN-4955465
14 Jan 2025 QIC Europe Ltd Not upheldInsuranceDRN-4955465 The complaint Mr M and Ms T complain that QIC Europe Ltd (“QIC”) unfairly declined their home insurance claim as fraudulent. For ease, I will refer to all actions and comments as those of Mr M. What happened Mr M’s complaint about QIC concerns some matters that were previo... (8 pages)View decision -
Decision Reference DRN-5129509
14 Jan 2025 Society of Lloyd's UpheldInsuranceDRN-5129509 The complaint Mrs W complains about the way Society of Lloyd’s (Lloyd’s) handled claims she made on a building warranty. What happened In 2020 Mrs W purchased a property which came with a build-zone warranty underwritten by Lloyd’s. Mrs W made a claim on the warranty for var... (3 pages)View decision -
Decision Reference DRN-4604438
14 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4604438 The complaint Mr and Mrs M complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (13 pages)View decision -
Decision Reference DRN-4811282
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4811282 The complaint Mrs C has complained that Nationwide Building Society hasn’t done enough to help her get a refund for a holiday. What happened Mrs C used her Nationwide credit card to pay for a ten-day all-inclusive holiday abroad, with a merchant, who I will call ‘M’. Two day... (3 pages)View decision -
Decision Reference DRN-5207405
14 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5207405 The complaint Mr L & Miss M complain about the amount AXA Insurance UK plc (“AXA”) valued a bicycle for when it was stolen. When I mention AXA I also mean the claims handling companies and investigators. What happened Although the policy is held in joint names, it’s Mr L... (3 pages)View decision
