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 121261 results
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Decision Reference DRN-3737003
13 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3737003 The complaint Ms F complains that Nationwide Building Society (“Nationwide”) didn’t uphold a claim she made to them under section 75 of the Consumer credit Act 1974 (“section 75”). What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-3833472
13 Dec 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3833472 The complaint Mrs D complains that when she made a claim for her dog’s treatment it was declined by Casualty & General Insurance Company (Europe) Ltd as they say her dog is overweight. What happened Mrs D has had insurance cover for her dog with C&G since April 2019. He... (3 pages)View decision -
Decision Reference DRN-3565175
13 Dec 2022 Utmost Life and Pensions Limited UpheldPensions and AnnuitiesDRN-3565175 The complaint Mr W complains about the advice given by Utmost Life and Pensions Limited (‘Utmost’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused ... (6 pages)View decision -
Decision Reference DRN-3736401
13 Dec 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3736401 The complaint Mrs S complains that Shop Direct Finance Company Limited irresponsibly provided her with, and increased the credit limit on, a mail order account so she couldn’t afford the repayments. What happened Shop Direct provided Mrs S with a credit account in November 2017... (3 pages)View decision -
Decision Reference DRN-3369759
13 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3369759 The complaint Mr G complains about entries recorded on his credit file by National Westminster Bank Plc (“NatWest”). What happened Mr G holds a mortgage account with NatWest. In March 2020 NatWest agreed to a payment holiday on the account due to the Covid-19 pandemic. This app... (3 pages)View decision -
Decision Reference DRN-3601888
13 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3601888 Complaint Mr F has complained about a guarantor loan Everyday Lending Limited (trading as “George Banco”.com) provided to him. He says the loan was unaffordable. Background George Banco provided Mr F with a guarantor loan for £3,000.00 in January 2018. This loan had an APR of 4... (3 pages)View decision -
Decision Reference DRN-3794411
13 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3794411 The complaint Mr E complains that Santander UK Plc (“Santander”) have failed to refund over £56,000 he says he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will provid... (3 pages)View decision -
Decision Reference DRN-3816480
13 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3816480 The complaint Mr W complains about how Admiral Insurance (Gibraltar) Limited (Admiral) has handled his claim on his car insurance policy and, in particular, says its cash-in-lieu settlement offer is unfair. What happened Mr W’s car was damaged when it was hit by a tree that fel... (7 pages)View decision -
Decision Reference DRN-3842920
13 Dec 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3842920 The complaint Miss M has complained that Bank of Scotland plc (“BOS”) acted irresponsibly by continuing to apply changes to her account when she was in financial difficulty. What happened Miss M complained to BOS about the excessive charges she was incurring on her overdraft wh... (2 pages)View decision -
Decision Reference DRN-3660948
13 Dec 2022 Target Servicing Limited UpheldMortgagesDRN-3660948 The complaint Miss C has complained about the amount Target Servicing Limited said she needed to repay on her Help to Buy (HTB) shared equity loan when she sold her property. The HTB scheme The HTB scheme was a government scheme in place to support home ownership. In addition t... (6 pages)View decision
