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 367300 results
-
Decision Reference DRN-5024196
25 Nov 2024 Yorkshire Building Society UpheldMortgagesDRN-5024196 The complaint Miss C and Mr T complain that Yorkshire Building Society gave them incorrect information about paying their mortgage from the offset savings account. They said this has caused them a great deal of stress. What happened Miss C and Mr T have a mortgage with Yorks... (4 pages)View decision -
Decision Reference DRN-5158179
25 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5158179 The complaint Mr B complains that Nationwide Building Society (“Nationwide”) mis-sold a packaged bank account to him. What happened Mr B had a FlexPlus account – a fee paying packaged bank account – with Nationwide that he opened online in January 2018. Mr B said that he vi... (4 pages)View decision -
Decision Reference DRN-4985713
25 Nov 2024 The Shepherds Friendly Society Limited UpheldInsuranceDRN-4985713 The complaint Miss W has complained that The Shepherds Friendly Society Limited trading as Shepherds Friendly unfairly stopped her income protection benefit and also requested repayment of some benefit. What happened Miss W has an income protection insurance policy, underwri... (3 pages)View decision -
Decision Reference DRN-5099422
25 Nov 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5099422 The complaint This complaint is about a mortgage and linked current account that Mr and Mrs D held until recently with Clydesdale Bank Plc trading as Virgin Money (VM). The complaint arises from what happened when they repaid the mortgage in July 2023. What happened I won’t... (2 pages)View decision -
Decision Reference DRN-4878558
25 Nov 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4878558 The complaint Mr and Mrs H are unhappy with the progress of their home insurance claim by Accredited Insurance (Europe) Ltd. I’ll mainly refer to Mr H in my decision as he has pursued the matter with our service. This complaint involves the actions of agents for whom Accre... (4 pages)View decision -
Decision Reference DRN-5083444
25 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083444 The complaint Mr A has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In mid-2024 Mr A was told by Lloyds that they were initially blocking and then closing his account. They also lodged a fraud-rela... (2 pages)View decision -
Decision Reference DRN-5167922
25 Nov 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5167922 The complaint Mr D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5033165
25 Nov 2024 SCOR UK Company Ltd Not upheldInsuranceDRN-5033165 The complaint Mr J complains that SCOR UK Company Ltd (SCOR) unfairly declined a claim for legal expenses cover. Where I refer to SCOR in this decision, this should be taken to include agents and representatives acting on its behalf. What happened Mr J held a combined insura... (4 pages)View decision -
Decision Reference DRN-4703049
25 Nov 2024 Zurich Assurance Ltd Not upheldInvestmentsDRN-4703049 The complaint Miss H, the trustee of The H Trust, complains that Zurich Assurance Ltd trading as Sterling paid out a significantly lower surrender value than she’d expected for an Investment Bond. What happened Shortly after the remaining settlor of The H Trust passed in Jul... (3 pages)View decision -
Decision Reference DRN-5083016
25 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5083016 The complaint Mr B has complained MBNA Limited is continuing to hold him liable for two credit cards that he never applied for. What happened In 2023 Mr B’s wife died. Mr B had allowed his wife to run their family finances throughout their marriage. He discovered two credit ... (2 pages)View decision
