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 72056 results
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Decision Reference DRN8906244
27 Feb 2015 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr T complains about Aviva Insurance Limited’s decision to decline his claim for legal assistance on his business policy.All references to Aviva Insurance Limited include reference to its claims-handling agents.backgroundIn 2009 Mr T took out a policy covering his business underwritten ... (3 pages)View decision -
Decision Reference DRN-2527880
14 Apr 2021 Oplo HL Ltd Not upheldMortgagesDRN-2527880 The complaint Mr and Mrs I complain that OPLO HL Ltd trading as 1st Stop Secured Loans sold them a product with too high an interest rate and they didn’t understand the implications of that. The lender didn’t properly consider their expenditure including childcare costs. What ... (2 pages)View decision -
Decision Reference DRN9283944
30 Jan 2017 TSB Bank plc Not upheldBanking and creditMiss E complains that TSB Bank plc recorded default on her credit file.backgroundIn May 2014 after TSB and Lloyds split Miss E elected to move her account away from TSB. Miss E has made a separate complaint about the transfer of her account and I am only addressin... (2 pages)View decision -
Decision Reference DRN8285950
12 Mar 2014 Capital One (Europe) plc UpheldBanking and creditMr C complains that Capital One (Europe) plc wants him to repay a credit card debt that he ran up after asking it to close his account.backgroundIn 2011/12 Mr C suffered a period of financial difficulty resulting, at least in part, from a gambling addiction. In August 2012 Mr C’s fathe... (2 pages)View decision -
Decision Reference DRN-2411556
18 Jan 2021 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-2411556 The complaint Mr S is unhappy that Vanquis Bank Limited (Vanquis) didn’t tell him about a remaining debt on his credit card account which it reported to credit reference agencies. What happened Several years ago, Mr S entered into a debt management plan through an external orga... (2 pages)View decision -
Decision Reference DRN4622529
24 Jul 2019 Nationwide Building Society Not upheldBanking and creditMr E complains that Nationwide Building Society (“Nationwide”) sold him an unaffordable loan and that it’s treated him unfairly while he’s experienced financial difficulties. Mr E has been represented when bringing this complaint. To keep things simple I’ve referred to him and his represen... (6 pages)View decision -
Decision Reference DRN5539105
1 Aug 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).background Mr and Mrs S took advice on a re-mortgage from L&G. They switched lender and took out a ten year fixed rate. They also... (3 pages)View decision -
Decision Reference DRN-3764544
5 Dec 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3764544 The complaint Mrs B says National Westminster Bank Plc unfairly closed her credit card account and passed it to a debt collector when she was making her repayments. What happened Mrs B says she has never missed a payment her credit card account, and is within her limit, yet Nat... (2 pages)View decision -
Decision Reference DRN-3795999
8 Nov 2022 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-3795999 The complaint Mr S complains about the way in which Sainsbury’s Bank Plc has pursued him for repayment of a credit card debt. What happened Mr S has explained that he has been out of work for many years. He had to retire because of post-traumatic stress disorder and depression.... (2 pages)View decision -
Decision Reference DRN2609590
30 Sep 2014 Legal & General Partnership Services Limited UpheldBanking and creditMr and Mrs S complain that they were mis-sold a mortgage by an authorised representative of Legal & General Partnership Services Limited (“L&G”).backgroundMr and Mrs S had a mortgage which was coming to the end of its fixed rate. They were advised by L&G to re-mortgage to ... (2 pages)View decision
