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 369227 results
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Decision Reference DRN-5010299
12 Dec 2024 Lloyds Bank PLC Not upheldInsuranceDRN-5010299 The complaint Ms D and Mr F complain that they were mis-sold a reviewable whole of life policy. What happened In March 1992 Ms D and Mr F were advised to take out a Lifetime Security Plan with company B. It was a joint policy, with an initial sum assured of £16,000 and a mon... (2 pages)View decision -
Decision Reference DRN-4808325
12 Dec 2024 Black Horse Limited UpheldConsumer CreditDRN-4808325 The complaint Mr H complains about the service he has received from Black Horse Limited (‘Black Horse’). He says that the vehicle was mis-sold and he feels that he was pressured into buying it. He says he was told to ignore some of the sales material he was provided with whe... (5 pages)View decision -
Decision Reference DRN-4972814
12 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4972814 The complaint Miss K complains that National Westminster Bank Plc (NatWest) gave incorrect information about her cash withdrawal limit. She also complains that her card and online banking were blocked whilst abroad. What happened Miss K has told our service that she was sche... (5 pages)View decision -
Decision Reference DRN-5207032
12 Dec 2024 Scottish Widows Limited UpheldInvestmentsDRN-5207032 The complaint Mr G and the trustees complain Scottish Widows Limited has failed to provide clear information about the charges associated with his Whole of Life policy invested in a with- profits fund. They feel he is being treated unfairly and the responses haven’t addresse... (3 pages)View decision -
Decision Reference DRN-5143174
12 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5143174 The complaint Miss H complains about delays by AXA Insurance UK Plc when dealing with a claim on her home buildings and contents policy. What happened In December 2022 a burst pipe caused severe water damage to Miss H’s property and contents. Due to the extent of the damage,... (3 pages)View decision -
Decision Reference DRN-5106209
12 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5106209 The complaint Mr B complains that The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) unfairly cancelled his home and lifestyle insurance policy. Mr B has been represented by Miss B in this complaint, but for ease of reference I shall refer to anything ... (4 pages)View decision -
Decision Reference DRN-4777892
12 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4777892 The complaint Mr and Mrs H complain about the impact of Assetz SME Capital Limited’s (“Assetz”) decision to close its platform because this has led to their funds being locked in and a new fee has been imposed reducing the interest they receive on their investments. They hav... (9 pages)View decision -
Decision Reference DRN-5203640
12 Dec 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-5203640 Complaint Mr D complains that Lloyds Bank PLC (“Lloyds”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In August 2019, Lloyds provided Mr D ... (3 pages)View decision -
Decision Reference DRN-4752214
12 Dec 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-4752214 The complaint Mrs N has complained that she is unhappy with the quality of a car she acquired in May 2023, using a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”). What happened Mrs N acquired a Land Rover in May 2023, using... (3 pages)View decision -
Decision Reference DRN-5194534
11 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5194534 The complaint Mrs H has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Mrs H (and her partner,... (3 pages)View decision
