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 4323 results
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Decision Reference DRN-3095587
8 Oct 2021 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3095587 The complaint Mr J bought a car with the aid of a loan provided by Santander Consumer (UK) Plc. He says that it did not have all the features he was told it would have. Because Santander provided the finance for the car, he says that it is equally liable with the dealership tha... (2 pages)View decision -
Decision Reference DRN-4427069
27 Nov 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsThe complaint Mr J is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund the money he lost to an investment. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key points, and focus on giving reason... (2 pages)View decision -
Decision Reference DRN-3400612
31 Mar 2022 Herts Insurance Consultants Ltd Not upheldInsuranceDRN-3400612 The complaint Mr K complains that Herts Insurance Consultants Ltd (trading as Sterling Insurance Services) didn’t cancel his motor insurance policy when asked but kept on asking him for further information. He said it didn’t accept his information, so Mr K felt forced to cancel... (2 pages)View decision -
Decision Reference DRN1941641
10 Jan 2017 Bank of Scotland Plc Not upheldBanking and creditMiss B complains that Bank of Scotland plc (trading as Halifax) lent irresponsibly to her and has since unfairly registered adverse information on her credit file. background Miss B had a loan, overdraft debt and credit card debt with Halifax. When she took the l... (3 pages)View decision -
Decision Reference DRN-4602713
4 Mar 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4602713 The complaint Mr L complains that Northern Bank Limited trading as Danske Bank unfairly refused to authorise an international money transfer from his business bank account. What happened Mr L wanted to buy a second-hand agricultural vehicle from a company overseas which I will ... (2 pages)View decision -
Decision Reference DRN-4741461
10 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4741461 The complaint Mr Y says Bank of Scotland plc, trading as Halifax, refuses to refund him for two transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr... (2 pages)View decision -
Decision Reference DRN-1852052
25 Jan 2021 esure Insurance Limited Not upheldInsuranceDRN-1852052 The complaint Mr K says esure Insurance Limited didn’t deal properly with a claim he made on his motor insurance policy and that it repaired his car when it should have been written-off. What happened On 3 March 2020 Mr K’s car was damaged in an accident. He contacted esure whe... (2 pages)View decision -
Decision Reference DRN4674324
12 Oct 2016 Lloyds Bank PLC Not upheldBanking and creditMiss B complains that Lloyds Bank PLC wrongly assured her that her repayment plan would not result in her loan going into default.backgroundMiss B was experiencing financial difficulty and felt she would not be able to keep up the repayments for the loan she had ... (3 pages)View decision -
Decision Reference DRN-2985799
13 Sep 2021 Watford Insurance Company Europe Limited UpheldInsuranceDRN-2985799 The complaint Mr S has complained about Watford Insurance Company Limited’s decision to decline his claim under his motor insurance policy. What happened Mr S took out a policy with Watford through and an insurance broker in April 2019. He then changed the car insured under the... (3 pages)View decision -
Decision Reference DRN8873953
13 Dec 2017 Halifax Share Dealing Limited Not upheldInvestment and pensionsMr B complains about the way in which Halifax Share Dealing Limited, trading as iWeb, dealt with his request to have his shares transferred into his name. He says, as iWeb charged £25 per shareholding to carry out the transfer, it should have made sure the share cer... (3 pages)View decision
