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 121877 results
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Decision Reference DRN-5283425
4 Feb 2025 TSB Bank plc UpheldMortgagesDRN-5283425 The complaint Mr and Mrs R’s complaint is about the advice they were given by TSB Bank plc in 2022 in relation to an application to port their mortgage interest rate onto a new property, and in connection with a further advance. Mr and Mrs R say they were given the wrong ad... (3 pages)View decision -
Decision Reference DRN-5051557
4 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5051557 The complaint Mrs K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-5152309
4 Feb 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5152309 The complaint Mr P complains about the delays he feels Halifax Share Dealing Limited (HSDL) caused to the transfer of his Self-Invested Personal Pension (SIPP) to a SIPP with a provider I’ll refer to as provider V. Mr P feels that HSDL failed to provide him with the correct ... (4 pages)View decision -
Decision Reference DRN-5170266
4 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5170266 The complaint Miss O complains about the way Advantage Insurance Company Limited (Advantage) handled a claim under her motor insurance policy. She says their repairers caused further damage to her car. What happened Miss O’s car was involved in a non-fault accident in Decem... (7 pages)View decision -
Decision Reference DRN-5105865
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5105865 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happene... (6 pages)View decision -
Decision Reference DRN-5299023
4 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5299023 The complaint Mrs H is unhappy that Barclays Bank UK PLC wouldn’t agree to remove a charge that relates to commercial borrowing, that she thought had been repaid. What happened Mrs H was the proprietor of a business operating out of commercial premises. She is represented in... (4 pages)View decision -
Decision Reference DRN-5247580
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5247580 The complaint Ms B complains on behalf of the estate of her late mother, Mrs G, that National Westminster Bank Plc (NatWest) reinstated a direct debit (DD) without her permission and has failed to properly explain how this happened. What happened Following her mother’s deat... (3 pages)View decision -
Decision Reference DRN-5301800
4 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5301800 The complaint Mrs H’s complaint is about the handling of a claim under home emergency insurance with Inter Partner Assistance SA (“IPA”). What happened In July 2023, Mrs H contacted IPA, as she had a leak from a toilet at her property. IPA arranged for a contractor to attend... (4 pages)View decision -
Decision Reference DRN-5105602
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5105602 The complaint Mr C and Ms C complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened In 2019, Mr C and Ms C heard about an investment from a family member. It involved a company I’ll refer to as B, as well ... (5 pages)View decision -
Decision Reference DRN-5305030
3 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305030 The complaint Mr S complains that NewDay Ltd erroneously accepted a fraudulent credit card application made in his name without his knowledge or consent, which has caused him financial loss and distress and inconvenience. What happened The background to this complaint is we... (4 pages)View decision
