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 369228 results
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Decision Reference DRN-4765955
16 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4765955 The complaint Miss K complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money she paid to one of Barclays’ customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (2 pages)View decision -
Decision Reference DRN-5206805
16 Dec 2024 Lendable Ltd UpheldConsumer CreditDRN-5206805 The complaint Miss P is unhappy with a car she got using a hire purchase agreement from Lendable Ltd trading as Autolend. What happened Miss P acquired her car using a hire purchase agreement from Lendable on 1 June 2023 for £6,700. It had covered 66,643 miles and was around... (4 pages)View decision -
Decision Reference DRN-5161072
16 Dec 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-5161072 The complaint Mr and Mrs K have complained about their mortgage they hold with Clydesdale Bank Plc trading as Virgin Money. What happened Mr and Mrs K hold an offset mortgage with Clydesdale that they’d taken out in 2005. The loan was set up on a repayment basis over a 19-ye... (4 pages)View decision -
Decision Reference DRN-4721489
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4721489 The complaint Ms H complains about Santander UK Plc. She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Ms H’s complaint has been referred to this service by a professional representative but for the sake of readability... (4 pages)View decision -
Decision Reference DRN-5174208
16 Dec 2024 Zurich Insurance PLC UpheldInsuranceDRN-5174208 The complaint Ms B complains that Zurich Insurance PLC unfairly declined her home insurance claim. Zurich is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Zurich has accepted it is accountable for the actions ... (4 pages)View decision -
Decision Reference DRN-5172443
16 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5172443 The complaint Mr M complains about the way esure Insurance Limited (esure) collected payment for his motor insurance premiums. What happened Mr M held an insurance policy with esure. In May 2024 they wrote to him following the end of the policy to advise there was an outsta... (3 pages)View decision -
Decision Reference DRN-5171874
16 Dec 2024 Elderbridge Limited Not upheldMortgagesDRN-5171874 The complaint Mr and Mrs O complain that they were irresponsibly lent a second charge mortgage (secured loan) because it was unaffordable for them. The loan is now with Elderbridge Limited. What happened In 2008 Mr and Mrs O approached a lender I’ll call B. They say that ini... (2 pages)View decision -
Decision Reference DRN-5100108
16 Dec 2024 Scottish Widows Limited Not upheldInsuranceDRN-5100108 The complaint Mrs V and Mr W as trustees (the Trustees) of the W Trust complained that Scottish Widows Limited (SW) declined a claim on their life and critical illness policy. What happened Mr W took out a life and critical illness insurance policy with SW in 2008. Mr W was ... (2 pages)View decision -
Decision Reference DRN-5197463
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5197463 The complaint Mr G complains that Santander UK Plc did not do enough to protect him from financial harm, despite being aware of his vulnerabilities. What happened Mr G has held an account with Santander since 2019. Between around April 2023 and December 2023 Mr G says that t... (4 pages)View decision -
Decision Reference DRN-4878095
16 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4878095 The complaint Miss D complains that Nationwide Building Society (’Nationwide’) hasn’t investigated the activity on an account she was coerced to send funds to. What happened Miss D says that someone I’ll refer to as S in this decision coerced her to transfer £1,000 to their... (2 pages)View decision
