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-4792164
23 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4792164 The complaint Mr G is unhappy that Lloyds Bank PLC hasn’t refunded him after he reported falling victim to a scam. What happened Mr G heard a radio advert for an opportunity to invest in a company (I’ll refer to it as B) which leased cars. The premise was that his investment... (5 pages)View decision -
Decision Reference DRN-4895912
23 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4895912 The complaint Mr B has complained about esure Insurance Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr B made a claim under his motor insurance policy and his car wa... (2 pages)View decision -
Decision Reference DRN-4543198
23 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4543198 The complaint Mrs K has complained that Vanquis Bank Limited treated her unfairly and blocked her account. Mrs K has at times been represented in bringing her complaint. But for clarity. I’ll refer to all submissions made on her behalf as having been made by her directly. Wh... (2 pages)View decision -
Decision Reference DRN-4868432
23 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4868432 The complaint Miss A complains about how Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim for repairs she made on her car insurance policy. RSA are the underwriters of this policy, i.e. the insurer. Part of this complaint con... (3 pages)View decision -
Decision Reference DRN-4924283
23 Jul 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4924283 The complaint Ms D complains about how Bank of Scotland plc trading as Halifax handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Ms D sa... (3 pages)View decision -
Decision Reference DRN-4877969
23 Jul 2024 Equifinance Limited UpheldMortgagesDRN-4877969 The complaint Mr A and Mr P complain that Equifinance Limited gave them a secured loan without properly assessing whether it was affordable. What happened In May 2019, Mr A and Mr P took out a second charge secured loan with Equifinance for £159,790 – including broker and le... (16 pages)View decision -
Decision Reference DRN-4904920
23 Jul 2024 The Loan Partnership Ltd UpheldMortgagesDRN-4904920 The complaint Mr A and Mr P complain that The Loan Partnership Ltd (TLP) recommended a mortgage that was unsuitable for them. What happened In October 2018, Mr A and Mr P approached TLP for mortgage advice. They wanted to raise between £160,000 and £180,000 to repay a second... (7 pages)View decision -
Decision Reference DRN-4898266
23 Jul 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4898266 The complaint Mrs O has complained about the assistance she received from Northern Bank Limited trading as Danske Bank when making an international payment. What happened Mrs O was arranging to pay for materials from a company outside the UK for a home renovation. The invoi... (3 pages)View decision -
Decision Reference DRN-4874361
23 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4874361 The complaint S complains Aviva Insurance Limited delayed provision of a courtesy vehicle for a commercial motor insurance claim. S is a limited company. Its complaint has been made by a director, via a representative. For simplicity I’ve referred to the representative’s ac... (3 pages)View decision -
Decision Reference DRN-4923474
23 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4923474 The complaint Mr Y complains about misleading information he says Barclays Bank UK PLC gave him. He believes this has led to him incurring a final repayment charge (FRC) of £275. What happened Mr Y took a mortgage with Barclays in 2006. The mortgage was set up over a 20-year... (2 pages)View decision