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 121262 results
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Decision Reference DRN-4566477
25 Jan 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4566477 The complaint Mr W is visually impaired and complains about Bank of Scotland plc’s, trading as Halifax, service, ignoring his request for a reasonable adjustment and breaching the Equality Act. What happened I issued my provisional decision on this complaint on 5 December 2023,... (4 pages)View decision -
Decision Reference DRN-4429466
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4429466 The complaint Mr D complains Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. What happened Mr D has a current account with Santander and has done so for 15 years. In November 2022 Mr D says he read a report on a well-known news website about bitc... (6 pages)View decision -
Decision Reference DRN-4534002
25 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4534002 The complaint Mr B complains about esure Insurance Limited (“EIL”) and their decision to cancel his motor insurance policy. What happened The circumstances of the claim and complaint are well known to both parties. So, I don’t intend to chronologically list the events in detail... (4 pages)View decision -
Decision Reference DRN-4579661
25 Jan 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4579661 The complaint Mrs B complains that Red Sands Insurance Company (Europe) Limited unfairly turned down her pet insurance claim. She also complains about its handling of her claim and complaint. What happened Mrs B has a time limited pet insurance policy with Red Sands to cover he... (5 pages)View decision -
Decision Reference DRN-4266490
25 Jan 2024 Bank of Scotland Plc UpheldMortgagesDRN-4266490 The complaint Miss P complains about the actions of Bank of Scotland plc trading as Halifax (Halifax) in refunding an early repayment charge on a mortgage she’d held jointly with her former partner. What happened In 2018 Miss P and her former partner (X) took out a mortgage wit... (3 pages)View decision -
Decision Reference DRN-4398478
25 Jan 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4398478 The complaint Ms E complains that NewDay Ltd trading as John Lewis Credit Card has unfairly applied interest to the balance of her credit card account. What happened In September 2022 Ms E opened a credit card account with NewDay. She arranged a direct debit to pay the minimum ... (3 pages)View decision -
Decision Reference DRN-4579975
25 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579975 The complaint Mr C complains that MBNA Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (3 pages)View decision -
Decision Reference DRN-4580730
25 Jan 2024 BARCLAYS INVESTMENT SOLUTIONS LIMITED UpheldInvestmentsDRN-4580730 The complaint Mr V complains that as a result of errors and poor service on the part of BARCLAYS INVESTMENT SOLUTIONS LIMITED (‘Barclays’) he lost out financially when he was unable to trade online. To put things right, Mr V wants Barclays to pay him redress to cover investment... (3 pages)View decision -
Decision Reference DRN-4541802
25 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4541802 The complaint Mr M complains Tesco Personal Finance PLC trading as Tesco Bank irresponsibly provided him with unaffordable credit limit increases on his credit card. What happened Mr M was provided with the following credit limits on his credit card with Tesco Bank: Lending dec... (4 pages)View decision -
Decision Reference DRN-4529400
25 Jan 2024 Ikano Bank AB (publ) UpheldConsumer CreditDRN-4529400 The complaint Mr P complains that Ikano Bank AB (publ) irresponsibly lent to him. What happened Mr P took out a loan over 60 months for £5,000 from Ikano in April 2016. It was repaid in full by August 2020. The monthly repayments were £118.91 and the total repayable was £7,134.... (3 pages)View decision
