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 128312 results
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Decision Reference DRN-4984089
23 Aug 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4984089 The complaint Mr and Mrs B are unhappy with The National Farmers’ Union Mutual Insurance Society Limited’s (NFU) handling of a claim made under their home insurance. Where I’ve referred to NFU, this also includes any action or communication by agents acting on their behalf.... (3 pages)View decision -
Decision Reference DRN-4745909
23 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4745909 The complaint Mrs R is complaining that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) won’t refund the payments she made when she fell victim to a scam. What happened The circumstances of the scam are well known to both parties, so to avoid causing Mrs R further dis... (5 pages)View decision -
Decision Reference DRN-4756269
23 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4756269 The complaint Mr T complains that Bank of Scotland plc, trading as Halifax, won’t refund him all his money for a package holiday. What happened In August 2023 Mr T used his Bank of Scotland plc, trading as Halifax, credit card (BOS for short) to pay for a p... (3 pages)View decision -
Decision Reference DRN-4983928
23 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4983928 The complaint Mr L complains Lloyds Bank PLC has unfairly placed markers against his name and that these markers have caused him and his family huge amounts of distress and inconvenience. What happened In November 2023 Mr L says he received a call from a business he’d been b... (3 pages)View decision -
Decision Reference DRN-4598931
23 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4598931 The complaint Mrs N complains that AXA Insurance UK Plc has acted unfairly when declining to cover her ongoing alternative accommodation costs following a claim made on her building’s insurance for an escape of water. What happened Mrs N returned home from a family trip at ... (9 pages)View decision -
Decision Reference DRN-4982991
23 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4982991 The complaint Mr M complains Creation Consumer Finance Ltd (“Creation”) have failed to honour a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I issued a provisional decision on Mr M’s case on 2 August 2024, a copy of which is appended ... (8 pages)View decision -
Decision Reference DRN-4679951
23 Aug 2024 Santander UK Plc UpheldMortgagesDRN-4679951 The complaint Ms G complains about the way Santander UK Plc treated her whilst her mortgage account was in arrears. What happened Ms G has a mortgage with Santander. It’s a residential mortgage, but Santander has given Ms G consent to let it out and she now lives abroad. Due... (5 pages)View decision -
Decision Reference DRN-4895769
23 Aug 2024 Nationwide Building Society UpheldConsumer CreditDRN-4895769 The complaint Mr M complains that Nationwide Building Society irresponsibly lent to him. What happened Mr M was approved for a Nationwide personal loan in June 2019 for £17,307.90. Due to Mr M requesting breathing space on the personal loan during the Covid lockdown, Nationw... (5 pages)View decision -
Decision Reference DRN-4980576
23 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4980576 The complaint Mr T complains about the service he received from Bank of Scotland plc trading as Halifax. What happened Mr T is a customer of Halifax and in July 2023, he wasn’t able to log in to his mobile banking app. Mr T spoke with Halifax which told him that he had made ... (3 pages)View decision -
Decision Reference DRN-4545086
23 Aug 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4545086 The complaint Mr W complains about a car he acquired using a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (“Vauxhall Finance”). He’s said there have been several issues and faults with the car and wishes to reject it an... (3 pages)View decision