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 130332 results
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Decision Reference DRN-5042848
1 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5042848 The complaint Mr and Mrs V feel that Barclays unfairly applied an early repayment charge (ERC) when they redeemed their mortgage early. What happened Mr and Mrs V had a mortgage with Barclays and were paying a fixed interest rate of 1.17% until 30 November 2023. It was Mr ... (5 pages)View decision -
Decision Reference DRN-5053626
1 Oct 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5053626 The complaint Mr H is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) handled a quality of service claim he made to them. What happened Mr H booked flights for his family via a travel agent I shall call “D” in June 2022 to the sum of £1243.98 fo... (6 pages)View decision -
Decision Reference DRN-5051595
1 Oct 2024 Bank of Scotland Plc UpheldMortgagesDRN-5051595 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax repeatedly confirmed they were on a variable rate, when it had actually committed them to a new fixed rate. Mr and Mrs S say they didn’t want that, and it cost them more when they moved house. W... (6 pages)View decision -
Decision Reference DRN-5054033
1 Oct 2024 Wakam UpheldInsuranceDRN-5054033 The complaint Mr P has complained that Wakam recorded a claim against his record incorrectly as a fault claim and that this affected the premium he paid over a long period under his 30 day rolling motor (private hire) insurance policies. What happened Mr P discovered that a... (3 pages)View decision -
Decision Reference DRN-4939639
1 Oct 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4939639 The complaint Mr C complains that Tesco Personal Finance PLC trading as Tesco Bank provided poor customer service to him. What happened Mr C says that he received a text notification from Tesco on 15 May 2024 informing him that there had been a data breach, and he would get ... (3 pages)View decision -
Decision Reference DRN-5047589
1 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-5047589 The complaint Mr P complains about a caravan he acquired with credit provided by Black Horse Limited. What happened In June 2021 Mr P entered into a regulated hire purchase agreement with Black Horse, in relation to a caravan. After the sale, the caravan was moved to his ch... (3 pages)View decision -
Decision Reference DRN-4887872
1 Oct 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4887872 The complaint Mrs and Mr P complain that Acromas Insurance Company Limited declined a claim made on their breakdown and repair policy. Acromas has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Acromas’ agents as being... (4 pages)View decision -
Decision Reference DRN-4605609
1 Oct 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4605609 The complaint Miss B is complaining about the way Chaucer Insurance Company Designated Activity Company (Chaucer) handled a claim she made on the commercial property insurance policy that cover the building her flat was within. What happened The facts of this complaint are w... (4 pages)View decision -
Decision Reference DRN-4986606
1 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4986606 The complaint Mr J complains that Nationwide Building Society applied an interest-only concession and a new lower interest rate to a mortgage that he holds jointly with another person. Mr J said he didn’t agree with these changes being made to the mortgage. What happened Thi... (3 pages)View decision -
Decision Reference DRN-5036484
1 Oct 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5036484 The complaint Mrs W, as Executrix of her late husband’s estate and potential beneficiary of funds from his Retirement Account (RA), says St. James's Place Wealth Management Plc (SJP) was negligent because: - It failed to ensure Mr W had completed an Expression of Wishes... (13 pages)View decision