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 125716 results
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Decision Reference DRN-4116793
5 Oct 2023 Bank of Scotland Plc UpheldMortgagesDRN-4116793 The complaint Mr W complains about the delay and resulting cost to him when Bank of Scotland plc trading as Halifax processed his mortgage application. What happened Mr W is self-employed and had a mortgage with Halifax. The mortgage had a fixed rate product which meant that if... (2 pages)View decision -
Decision Reference DRN-4381774
5 Oct 2023 Valour Finance Limited UpheldConsumer CreditDRN-4381774 The complaint Mrs B complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans without carrying out the correct affordability checks. Mrs B says had it carried out better checks, Valour would’ve seen multiple late payments and evidence that she was c... (8 pages)View decision -
Decision Reference DRN-4385256
5 Oct 2023 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4385256 The complaint Mr V is unhappy with the length of time it took Standard Life Assurance Limited (SLA) to identify he wasn’t eligible for a Protected Retirement Age (PRA) of 50 on his Flexible Retirement Plan. Mr V also says that as he was unable to access his pension monies from ... (5 pages)View decision -
Decision Reference DRN-4384729
5 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4384729 The complaint Mr W complained because Bank of Scotland plc, trading as Halifax, allowed a fraudulent transaction to debit his account. What happened On 23 September 2022. Mr W paid £8,044.34 to his Halifax credit card. At the time of his 9 November statement, Mr W’s current bal... (6 pages)View decision -
Decision Reference DRN-4068832
5 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4068832 The complaint Mrs E complains that Metro Bank PLC hasn’t refunded her after she fell victim to a scam. What happened Mrs E received a WhatsApp message from a number she didn’t have saved on her phone. It said, ‘Hey mum, I’ve just broken my phone and this is my temporary number’... (4 pages)View decision -
Decision Reference DRN-4083543
5 Oct 2023 Cornerstone Finance Group Ltd UpheldMortgagesDRN-4083543 The complaint Ms G and Mr I complain that the appointed representative of Cornerstone Finance Group Ltd recommended that they take out a mortgage product that proved to be unsuitable. What happened Ms G and Mr I took advice from a broker, Cornerstone, about a remortgage in June... (2 pages)View decision -
Decision Reference DRN-4166153
5 Oct 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4166153 The complaint Mr S is unhappy that Metro Bank PLC won’t honour a currency exchange rate that they promised to him by mistake. Mr S’s complaint is brought to this service by his appointed representative. However, for ease of reference, I’ll refer solely to Mr S throughout this l... (3 pages)View decision -
Decision Reference DRN-4362925
5 Oct 2023 Credit Resource Solutions Ltd UpheldConsumer CreditDRN-4362925 The complaint Mr B complains that Credit Resource Solutions Ltd trading as CRS has chased him for debts that were formed part of his bankruptcy order. What happened Mr B has explained that he was made bankrupt in 2021 and discharged in 2022. In September 2022 CRS says it was in... (2 pages)View decision -
Decision Reference DRN-4384627
5 Oct 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4384627 The complaint Mr T and the estate of Mrs T are unhappy that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. What happened Mr T and the late Mrs T booked a holiday and took out insurance. At the relevant time Mrs T had a term... (5 pages)View decision -
Decision Reference DRN-4346971
5 Oct 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4346971 The complaint Mrs N complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. What happened Mrs N had a pet insurance pol... (5 pages)View decision
