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 DRN-4209937
26 Jun 2023 more 2 life Ltd UpheldMortgagesDRN-4209937 The complaint Mr and Mrs J complain about how more 2 life Ltd (M2L) handled their application for a lifetime mortgage. Mr and Mrs J say that M2L caused undue delay to their application. They are unhappy that because of the delay they will owe more on their mortgage – due to a r... (4 pages)View decision -
Decision Reference DRN-4680312
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680312 The complaint Mr C complains Barclays Bank UK PLC told him it would remove a CIFAS marker it had recorded against him but then said it had misinformed him. He feels the bank has treated him unfairly. What happened I set out a summary of what happened below: Mr C has a CIFAS ... (2 pages)View decision -
Decision Reference DRN5190261
30 Jan 2015 Wayside Group Limited Not upheldInsurance (excluding PPI)Mr L has complained about the sale by Wayside Group Limited (“Wayside”) of a Guaranteed Asset Protection (GAP) insurance policy, saying the salesman failed to inform him that the policy did not cover the car’s full invoice price.backgroundMr L purchased a new car from Wayside and also pa... (2 pages)View decision -
Decision Reference DRN-2819276
16 Jul 2021 Stewart Title Limited Not upheldInsuranceDRN-2819276 The complaint Mr and Mrs H’s complaint is about the refusal of a claim under a ‘limited or no title guarantee’ indemnity policy with Stewart Title Limited (“STL”). What happened Mr and Mrs H bought a property in January 2019. The property was not sold with full title guarantee,... (5 pages)View decision -
Decision Reference DRN1029633
24 Feb 2016 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold a Select Silver packaged account to her in 2011. Mrs A paid a monthly fee for the account which offered several benefits in return.Mrs A has brought this complaint with the help of a Claims M... (2 pages)View decision -
Decision Reference DRN-3593944
25 Jul 2022 Berkshire Hathaway International Insurance Ltd Not upheldInsuranceDRN-3593944 The complaint M, a small business, complains that Berkshire Hathaway International Insurance Ltd declined its claim on its commercial motor insurance policy and about the length of time it took to validate its claim. The complaint is brought on M’s behalf by Mr M, it’s owner. W... (2 pages)View decision -
Decision Reference DRN3504139
15 Jul 2015 Lloyds Bank PLC Not upheldBanking and creditMrs S complains that Lloyds Bank plc unfairly closed her account and made a registration with a fraud prevention database, following a fraudulent payment being received into her account.backgroundMrs S had a current account with Lloyds. An international electronic transfer... (3 pages)View decision -
Decision Reference DRN1856007
23 Jan 2019 Bank of Scotland Plc Not upheldBanking and creditMr S complains that Bank of Scotland Plc (“BoS”) is acting unfairly and unreasonably when setting conditions on its release of the deeds of his property. He wants matters put right.backgroundMr S had an interest only mortgage with BoS, which ended in October 2017 wi... (2 pages)View decision -
Decision Reference DRN-4003915
10 Mar 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4003915 The complaint Mr S complains that Haven Insurance Company Limited declined to pay his claim on his motor insurance policy after his car was stolen. He wants Haven to pay for the loss of his car. What happened Mr S took out a motor insurance policy with Haven through an online c... (2 pages)View decision -
Decision Reference DRN3632122
9 May 2013 Barclays Bank Plc Not upheldBanking and creditsummary of complaintMs D complains that Barclays made mistakes in administering her loan.She complains that it registered inaccurate information about late loan repayments on her credit file. She says that as a result she has had to pay more for her finance than she should have. She wa... (3 pages)View decision
