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 363152 results
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Decision Reference DRN-4697932
4 Oct 2024 La Redoute (UK) Limited Not upheldConsumer CreditDRN-4697932 The complaint Miss H complains that La Redoute (UK) Limited closed her catalogue shopping account. What happened In January 2024, Miss H said she placed an order over the phone with La Redoute, however the order didn’t arrive. When she contacted La Redoute to find out why, ... (3 pages)View decision -
Decision Reference DRN-5062904
4 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5062904 The complaint Mrs S complains that Revolut Ltd won’t refund her after she fell victim to a safe account scam. What happened On 19 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and argum... (6 pages)View decision -
Decision Reference DRN-5056399
4 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5056399 The complaint Mr K complains about the service he received from Bank of Scotland plc trading as Halifax (“Halifax”) regarding the closure of his accounts with it. In particular, he is unhappy Halifax closed his current account without any notice resulting in him being unable... (7 pages)View decision -
Decision Reference DRN-4974837
4 Oct 2024 Santander UK Plc Not upheldConsumer CreditDRN-4974837 The complaint Mr K complains that Santander UK Plc are incorrectly reporting information to the credit reference agencies in relation to a loan account he has with it. What happened Mr K says he came to a payment arrangement with Santander to temporarily pay a reduced month... (3 pages)View decision -
Decision Reference DRN-4797025
4 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4797025 The complaint Miss B complaints that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Miss B is professionally represented in bringing her complaint to our service, but for ease of reference I’ll refer to all submissions as being made by Miss B directl... (4 pages)View decision -
Decision Reference DRN-4774654
4 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4774654 The complaint Mr R and Mrs R complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the decision to replace their roof with different trusses to the ones in place before a fire damaged their property. Mr R and Mrs R also complain about the service and misinfor... (5 pages)View decision -
Decision Reference DRN-5062113
4 Oct 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5062113 The complaint The trustees of the estate of Mr P have complained about the investment communication, advice and service they received from St James’s Place Wealth Management Plc (‘SJP’) when they tried to remove the estate’s funds and allocate to the beneficiaries. Their ad... (12 pages)View decision -
Decision Reference DRN-5062337
4 Oct 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5062337 The complaint Mr and Mrs S of the S Trust complain about the way that Legal and General Assurance Society Limited (L&G) has handled a critical illness claim Mrs S made on a life insurance policy. What happened The background to this complaint is well-known to both partie... (3 pages)View decision -
Decision Reference DRN-5062631
4 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5062631 The complaint Mrs T complains Santander UK Plc is refusing to refund her £14,690 she claims was stolen through unauthorised withdrawals from her Santander bank account during 2010 and 2011. What happened I sent the parties a provisional decision in September 2024, in which ... (5 pages)View decision -
Decision Reference DRN-5014355
4 Oct 2024 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5014355 The complaint Ms W said that The Mortgage Works (UK) Plc (“TMW”) hadn’t taken two of her monthly mortgage payments for her Buy To Let (“BTL”) mortgage, and then had unfairly recorded missed payments on her credit file. What happened Ms W said she received no notification eit... (3 pages)View decision
