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 121668 results
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Decision Reference DRN-3845797
12 Jan 2023 Clydesdale Bank Plc UpheldConsumer CreditDRN-3845797 The complaint Mr M complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) incorrectly placed his loan funds into a joint account rather than his sole account. He is also unhappy Virgin Money began taking repayments from the joint account without permission. What h... (3 pages)View decision -
Decision Reference DRN-3882013
12 Jan 2023 Santander UK Plc UpheldMortgagesDRN-3882013 The complaint Miss S is unhappy that Santander UK Plc made mistakes when reporting to credit reference agencies (CRAs) about her mortgage. She considers this has led to her being unable to re- mortgage with other lenders and caused her significant financial loss. What happened ... (7 pages)View decision -
Decision Reference DRN-3870068
12 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3870068 The complaint Mrs L complains about QIC Europe Ltd’s cash settlement offer in response to a claim made under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs L has home insura... (4 pages)View decision -
Decision Reference DRN-3792335
12 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3792335 The complaint P, a partnership complains that in 1999, Bank of Scotland plc (BoS) opened the wrong account. P says that this led to significant difficulties and wants BoS to pay substantially more compensation than it has offered to date. P is represented in its complaint by a ... (3 pages)View decision -
Decision Reference DRN-3863882
12 Jan 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3863882 The complaint Mr and Mrs P complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly voided their home insurance policy and didn’t consider their claim. Mr and Mrs P were represented during their claim, but for ease and simplicity, I’ll only refer to Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-3893777
12 Jan 2023 Wesleyan Assurance Society UpheldInvestmentsDRN-3893777 The complaint Mr and Mrs O complain about the fees applied by Wesleyan Assurance Society (“the Society”) trading as Wesleyan, referred to as “the business” or “Wesleyan”. In short, they say they weren’t made aware of the Wesleyan Financial Services (WFS) fee, and it wasn’t disc... (5 pages)View decision -
Decision Reference DRN-3896279
12 Jan 2023 ITI Capital Limited UpheldInvestmentsDRN-3896279 The complaint Mr C has complained that since his account was transferred to ITI Capital Limited (‘ITI’) in July 2020 he hadn’t been able to arrange for ITI to transfer his account to a new broker or the equivalent in cash. He has been very worried that he hadn’t been able to ac... (6 pages)View decision -
Decision Reference DRN-3865425
12 Jan 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3865425 The complaint Mrs S complains about the way HSBC UK Bank Plc (‘HSBC’) handled her request for help with a refund in respect of flights which did not go ahead. What happened In March 2020 Mrs S visited the website of a travel agent I’ll call O and booked return flights for three... (4 pages)View decision -
Decision Reference DRN-3883830
12 Jan 2023 Yorkshire Building Society UpheldMortgagesDRN-3883830 The complaint Mr A and X complain that Yorkshire Building Society (YBS) mis-sold their mortgage. They said they wanted to make overpayments to reduce the term of the mortgage. But they later discovered that the overpayments had not reduced the term of the mortgage as they’d bee... (6 pages)View decision -
Decision Reference DRN-3554973
12 Jan 2023 Blue Motor Finance Ltd UpheldConsumer CreditDRN-3554973 The complaint Mrs Y complains about the quality of a car supplied to her by Blue Motor Finance Ltd (“BMF”). Mrs Y has been represented. For clarity, I’ve only referred to Mrs Y throughout this decision. What happened Mrs Y acquired a used car under a hire purchase agreement wit... (6 pages)View decision
