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-5118449
26 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118449 The complaint Mr E complains, as executor of the estate of the late Mrs E, that Bank of Scotland plc, trading as Halifax, failed in its duty of care to protect Mrs E’s savings by allowing a third party to transfer all the funds out of her account. What happened Mr E question... (4 pages)View decision -
Decision Reference DRN-5162816
26 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5162816 The complaint Mr S complains that Haven Insurance Company Limited cancelled his commercial motor insurance policy but didn’t explain why. He’s also unhappy that it incorrectly recorded a fault claim against him. He wants the cancellation and claim removed and compensation fo... (3 pages)View decision -
Decision Reference DRN-4735050
26 Nov 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4735050 The complaint Mr G is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (‘MBFS’) was misrepresented to him. What happened In September 2023, Mr G was supplied with a new car through a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5108529
26 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5108529 The complaint The estate of Mr S is unhappy with the way The Royal London Mutual Insurance Society Limited handled a claim made on Mr S’s life insurance policy, after he sadly died including voiding the policy, declining the claim, and unreasonable delays. What happened The... (5 pages)View decision -
Decision Reference DRN-5152774
26 Nov 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-5152774 The complaint Mr G and Mrs G complain The Co-operative Bank plc (Co-op) failed to provide a redemption statement for their mortgage in a timely manner. What happened Mr G and Mrs G says a redemption statement to settle their mortgage with the Co-op was requested via their so... (3 pages)View decision -
Decision Reference DRN-4934852
26 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4934852 The complaint Mr and Mrs O complain about Admiral Insurance (Gibraltar) Limited’s (Admiral) decision to decline their claim for storm damage under Mrs O’s home buildings insurance policy. I’ll refer to Mr O for ease in my decision. What happened Mr O noticed some damp staini... (4 pages)View decision -
Decision Reference DRN-5064423
26 Nov 2024 Charter Court Financial Services Limited Not upheldMortgagesDRN-5064423 The complaint Z believes that Charter Court Financial Services Limited trading as Precise Mortgages (PM) has caused it a financial loss by mispresenting the value of the Buy-to-let (BTL) property for which it was seeking a mortgage. What happened Z approached PM in 2018 for ... (3 pages)View decision -
Decision Reference DRN-5170528
26 Nov 2024 Equifinance Limited UpheldMortgagesDRN-5170528 The complaint Mr H says that a secured (second charge) loan he took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Mr H applied for this loan in November 2017 through an independent mortgage broker. The offer issued on 1 December ... (11 pages)View decision -
Decision Reference DRN-5150659
26 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5150659 The complaint Mr H who is a director of A, a limited company, complains that National Westminster Bank Plc declined a loan application after it had been agreed in principle. What happened In February 2024 Mr H started enquiring about a loan to buy a franchise business. He pr... (2 pages)View decision -
Decision Reference DRN-5090950
26 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5090950 The complaint Ms L is being represented by a claims manager. She’s complaining about Lloyds Bank PLC because it won’t refund money she lost as the result of fraud. What happened Earlier this year, Ms L fell victim to two cruel scams. Firstly, someone she met online and thoug... (5 pages)View decision
