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 4282 results
-
Decision Reference DRN-3340957
14 Mar 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3340957 The complaint Mr C has complained that Clydesdale Bank PLC trading as Yorkshire Bank (Clydesdale) unfairly declined his claim under Section 75 (S.75) of the Consumer Credit Act 1974 (CCA). What happened Mr and Mrs C paid for membership of a holiday club (which I’ll call Club C)... (7 pages)View decision -
Decision Reference DRN-4316493
24 Aug 2023 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4316493 The complaint Mr H complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc (Santander). When I refer to what Mr H has said, and Santander have said, it should also be taken to include things said on their behalf. What... (6 pages)View decision -
Decision Reference DRN-3187460
21 Feb 2022 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-3187460 The complaint Ms S complains that Sun Life Assurance Company of Canada (U.K.) Limited (“Sun Life”) failed to carry out sufficient due diligence activities when she asked to transfer some pension savings to a Small Self-Administered Pension Scheme (“SSAS”) in September 2014. Wha... (6 pages)View decision -
Decision Reference DRN7032069
26 Nov 2015 TSB Bank plc UpheldBanking and creditMr S has complained that TSB Bank plc (“TSB”) mis-sold him Select, Gold and Platinum packaged bank accounts in 2005, 2009 and 2012. He paid a monthly fee for the accounts which included some benefits.backgroundI attach my provisional decision of 12 October 2015, whi... (7 pages)View decision -
Decision Reference DRN-4384729
5 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4384729 The complaint Mr W complained because Bank of Scotland plc, trading as Halifax, allowed a fraudulent transaction to debit his account. What happened On 23 September 2022. Mr W paid £8,044.34 to his Halifax credit card. At the time of his 9 November statement, Mr W’s current bal... (6 pages)View decision -
Decision Reference DRN-4030292
17 Mar 2023 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4030292 The complaint Mr K is unhappy with how MI Vehicle Finance Limited (MI) have handled a hire purchase agreement and a personal contract purchase (PCP) agreement that he took out with them. What happened Mr K says he took out the following two finance agreements to use the cars fo... (6 pages)View decision -
Decision Reference DRN-4617828
13 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4617828 The complaint Miss G has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused to pay her claim under her pet policy for her dog. She’s also complained about how her complaint was handled plus the imposition of an exclusion on her policy. What happen... (7 pages)View decision -
Decision Reference DRN-3764942
27 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3764942 The complaint Mr S is unhappy that Lloyds Bank PLC won’t refund money he lost as a result of a scam. What happened Mr S was searching for an investment opportunity online. He says that he left his details on the website of a well-known price comparison company and subsequently ... (6 pages)View decision -
Decision Reference DRN8144103
14 Dec 2016 Clydesdale Financial Services Limited UpheldBanking and creditMr Z complains that a car he acquired through a conditional sale agreement financed by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) was of unsatisfactory quality.Mr Z was represented by his partner in bringing this complaint. Although ... (7 pages)View decision -
Decision Reference DRN-5403602
17 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5403602 The complaint Mr E complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision
