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 4196 results
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Decision Reference DRN3053148
14 Nov 2016 Automotive Compliance Ltd Not upheldBanking and creditMr H complains that Automotive Compliance Ltd mis-sold him a conditional sale agreement. He says he didn’t know he wouldn’t be the registered owner of the car. He wants all his payments refunded and his credit file amended. His complaint is brought on his behalf by a... (2 pages)View decision -
Decision Reference DRN0169233
26 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs W complain that National Westminster Bank Plc incorrectly registered a default on their credit file and on the wrong date. They also complain that NatWest didn’t accept a payment arrangement to clear an outstanding balance on their account.Mr W is representing... (2 pages)View decision -
Decision Reference DRN0670941
30 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc mis-sold them a re-mortgage. To resolve their complaint they want the bank to extend the term of the mortgage.backgroundMr and Mrs G took a mortgage with NatWest, to repay their existing mortgage with another lender and other ... (2 pages)View decision -
Decision Reference DRN1532601
29 May 2013 Santander UK Plc Not upheldBanking and creditMr C complains that Santander UK plc did not correctly register the Power of Attorney (POA) he holds for his mother.our initial conclusionsThe adjudicator recommended that the complaint should be upheld. Although Santander has now correctly recorded the POA, he concluded that it ... (2 pages)View decision -
Decision Reference DRN1606884
24 Jan 2014 Bank of Scotland Plc Not upheldBanking and creditMrs T complains that Bank of Scotland Plc did not register a Power of Attorney (PoA) on her behalf as agreed.our initial conclusionsThe adjudicator did not recommend that the complaint should be upheld. In her view, Bank of Scotland offered to prepare a PoA for Mrs T when she g... (2 pages)View decision -
Decision Reference DRN-4331170
14 Dec 2023 UK Mortgage Lending Ltd Not upheldMortgagesDRN-4331170 The complaint N and J have complained about a second charge mortgage they hold with UK Mortgage Lending Ltd trading as Pepper Money. What happened N and J took out this second charge mortgage in September 2018 with a lender called Optimum Credit. The mortgage amount was around ... (6 pages)View decision -
Decision Reference DRN-3347923
3 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3347923 The complaint Mrs C complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs C is represented by a... (7 pages)View decision -
Decision Reference DRN-2640778
9 Mar 2021 The New India Assurance Company Limited UpheldInsuranceDRN-2640778 The complaint Mr O complains about how The New India Assurance Company Limited (New India) handled his car insurance claim following the involvement of his car in an accident. He’s also unhappy with the amount they paid out when his car was deemed a total loss. References to Ne... (7 pages)View decision -
Decision Reference DRN-2837357
17 Jun 2021 Cofunds Limited Not upheldInvestmentsDRN-2837357 The complaint Mr S complains about the transfer of his ISA by Cofunds Limited trading as Aegon, referred to as “Cofunds” or “the transferor”. He says Cofunds unnecessarily delayed his instructions to sell down and transfer his stocks and shares ISA to a new provider, referred t... (7 pages)View decision -
Decision Reference DRN7237898
10 Mar 2021 Bank of Scotland Plc Not upheldBanking and creditMrs L thinks Bank of Scotland Plc has unfairly rejected her claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). background I issued a provisional decision on 23 February 2021. A copy of my provisional decision is attached and forms part of this final decision. My provisional de... (8 pages)View decision
