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 4310 results
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Decision Reference DRN-4662335
12 Mar 2024 Wakam Not upheldInsuranceDRN-4662335 The complaint Mr A complains Wakam unfairly recorded a motor insurance claim against him and increased his monthly premiums. Wakam’s been represented by agents for the claim and complaint. For simplicity I’ve referred to actions of agents as being Wakam’s own. Mr A’s been repre... (2 pages)View decision -
Decision Reference DRN3122060
31 Mar 2020 Everyday Lending Limited UpheldBanking and creditMrs J is unhappy that Everyday Lending Limited has registered a default on her credit file. backgroundI set out the background to this complaint and my provisional conclusions by way of a provisional decision – a copy of which is attached and forms part of this final decision. For the reas... (5 pages)View decision -
Decision Reference DRN-4004867
31 Mar 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4004867 The complaint A company, which I’ll refer to as “C”, complains that National Westminster Bank Plc (“NatWest”) set up its business loan in the name of another company. One of C’s directors, Mr P, brings the complaint on the company’s behalf. What happened C was incorporated in M... (5 pages)View decision -
Decision Reference DRN-4153822
29 Sep 2023 James Hay Administration Company Ltd Not upheldPensions and AnnuitiesDRN-4153822 The complaint Mr O complains, with the help of a representative, that James Hay Administration Company Ltd (James Hay) accepted the in-specie transfer of Elysian Fuels shares into his self- invested personal pension (SIPP) without undertaking appropriate due diligence, ensuring... (5 pages)View decision -
Decision Reference DRN2857197
22 Nov 2019 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr P complains that the new vehicle he acquired on a hire purchase agreement financed by Volkswagen Financial Services (UK) Limited was not of satisfactory quality. He wants to reject the vehicle and end the agreement.backgroundMr P tells us that at the end of April 2018 he acquired a new ... (5 pages)View decision -
Decision Reference DRN1370489
30 Aug 2018 Close Brothers Limited UpheldBanking and creditMrs L complains that the car she acquired with finance from Close Brothers Limited (“CB”) isn’t of satisfactory quality.backgroundMrs L acquired the car in June 2017. She later complained to CB about the problems she was experiencing with it. And, being unhappy with ... (5 pages)View decision -
Decision Reference DRN1840652
18 Dec 2013 Lloyds Bank PLC Not upheldBanking and creditMr B complains about the default registered on his credit file by Lloyds Bank plc (previously Lloyds TSB Bank Plc). He also says that the account should have been converted to a student account in 2007 and should not have been converted to a graduate account in 2012. backgroundIn 2007, M... (2 pages)View decision -
Decision Reference DRN3736129
27 Mar 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs Z have complained that UK Insurance Limited (“UKI”) have declined their claim for the loss of Mrs Z’s dental crown when they were initially told that the claim would be met.backgroundMrs Z’s dental crown was, accidentally, thrown away and she rang UKI to see if this loss ... (2 pages)View decision -
Decision Reference DRN-3456122
29 Apr 2022 Bank of Scotland Plc UpheldMortgagesDRN-3456122 The complaint Mr B and Ms M complain about the refusal by Bank of Scotland plc trading as Halifax to approve their application to remortgage in their names a property that was in the legal ownership of Ms M and her former husband, Mr M. What happened Ms M and her ex-husband div... (8 pages)View decision -
Decision Reference DRN6224256
2 Mar 2016 Bank of Scotland Plc Not upheldBanking and creditMr R1 brings this complaint in his capacity as Executor of the estate of his father, Mr R2. His complaint is that Bank of Scotland plc (trading as Halifax) has failed in its duty of care to his mother, Mrs R, when it granted a lifetime equity release mortgage ... (5 pages)View decision
