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 4395 results
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Decision Reference DRN1738908
7 Jul 2017 TSB Bank plc Not upheldBanking and creditMr B has complained to TSB Bank plc (“TSB”) about being unable to use the Identity Theft Protection service (“ID Theft”) included on his Premier packaged bank account. He’s said, he tried to register for the service shortly after he agreed to the Premier account in ... (5 pages)View decision -
Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN-3678604
16 Sep 2022 MD Insurance Services Limited UpheldInsuranceDRN-3678604 The complaint G complain that MD Insurance Services Limited unfairly withdrew an offer to provide a buildings warranty for a new build property they had developed. What happened The background to the complaint is well known to both parties, so I’ll provide only a brief summary ... (5 pages)View decision -
Decision Reference DRN-3029146
14 Sep 2021 Bank of Scotland Plc Not upheldInsuranceDRN-3029146 The complaint This complaint is about a credit card payment protection insurance (‘PPI’) policy taken out in 1998. Mr S says Bank of Scotland Plc (‘BoS’) mis-sold him PPI. What happened The background and circumstances leading up to this complaint, which includes Mr S’s circums... (4 pages)View decision -
Decision Reference DRN1880616
31 May 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr M and Mrs G have complained that The Royal Bank of Scotland Plc (RBS) mis-sold a Royalties packaged bank account to them in 1996. The account charges a monthly fee and provides several benefits in return.backgroundI attach my provisional decision of 29 April 2... (5 pages)View decision -
Decision Reference DRN-4718467
15 Apr 2024 Columbia Threadneedle Fund Management Limited Not upheldInvestmentsDRN-4718467 The complaint Mrs B complains about the service she received from Columbia Threadneedle Fund Management Limited (‘Columbia Fund’). In summary, she says: Columbia Fund closed the fund that she was invested in, leading to a large tax bill. It wouldn’t allow her to transfer her ... (4 pages)View decision -
Decision Reference DRN-5255949
30 Jan 2025 Society of Lloyd's Not upheldInsuranceDRN-5255949 The complaint Mr S has complained that he was unaware any total loss marker had been applied to his classic car by his insurer in 2012 who was Society of Lloyd’s (SOL). What happened Mr S has owned his car from 2005. In December 2023 he had his car valued and was intending ... (4 pages)View decision -
Decision Reference DRN-4971945
16 Jan 2025 Melton Mowbray Building Society Not upheldBanking and PaymentsDRN-4971945 The complaint Mr S complains about the closure by Melton Mowbray Building Society (Melton Mowbray) of a savings account (the Account) belonging to an unincorporated association - which I’ll refer to as G. What happened In January 2022, the Account was opened on behalf of G. ... (5 pages)View decision -
Decision Reference DRN7205829
15 Jun 2020 The Royal Bank of Scotland Plc UpheldBanking and creditMr and Mrs S complain of unnecessary legal and valuation fees incurred on their applications to The Royal Bank of Scotland Plc (RBS) for a fixed rate product and a further advance on their mortgage.backgroundMr S is an employee of RBS. Mr and Mrs S bought their house in 2004. Mr S says the... (5 pages)View decision -
Decision Reference DRN-3709451
11 Oct 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3709451 The complaint Mr H complained because Bank of Scotland plc, trading as Halifax, refused to refund him for a transaction he said he didn’t make. What happened At 7:51 am on 24 July 2021, there was a £999.99 faster payment debit from Mr H’s Halifax current account to an online cr... (4 pages)View decision
