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 375868 results
-
Decision Reference DRN-5242358
27 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5242358 The complaint Mr and Mrs M complained that Ageas Insurance Limited (“Ageas”) unfairly recorded information about them relating to a home insurance enquiry, which adversely impacted their ability to purchase affordable insurance at renewal. What happened Mr and Mrs M said the... (2 pages)View decision -
Decision Reference DRN-5098396
27 Jan 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5098396 The complaint Mr T complains Zurich Insurance Company Ltd unfairly refused to pay his property insurance claim. What happened In November 2017 Mr T claimed against a Zurich block property insurance policy. A flat he held the leasehold for had been damaged by fire. There has... (2 pages)View decision -
Decision Reference DRN-5167454
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5167454 The complaint Mr B complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In August 2022 Mr B acquired a used car financed through a conditional sale agreement with Santa... (4 pages)View decision -
Decision Reference DRN-5215502
27 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5215502 The complaint Mr T complains The Co-operative Bank Plc (“Co-op”) blocked an online transfer he’d made and didn’t contact him to remove it in a timely way. What happened Mr T complained to us about a transfer he’d made online from his Co-op account to an account he held at an... (2 pages)View decision -
Decision Reference DRN-5148997
27 Jan 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5148997 The complaint Mr J complains that the car he acquired financed through a hire purchase agreement with Marsh Finance Limited wasn't of satisfactory quality. What happened In August 2022 Mr J acquired a car financed through a hire purchase agreement with Marsh. In or arou... (3 pages)View decision -
Decision Reference DRN-5215310
27 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5215310 The complaint Ms S complains Nationwide Building Society (“Nationwide”) sent a new card for one of her accounts to an old address. What happened Ms S found out a replacement card for one of her accounts with Nationwide was sent to a previous address. She said Nationwide been... (2 pages)View decision -
Decision Reference DRN-4973685
27 Jan 2025 RBS Collective Investment Funds Limited Not upheldInvestmentsDRN-4973685 The complaint Mr J complains that RBS Collective Investment Funds Limited delayed a withdrawal from his stocks and shares Individual Savings Account (ISA). What happened Mr J requested a withdrawal from his ISA in mid-January 2024. RBS told him the funds would reach his bank... (2 pages)View decision -
Decision Reference DRN-4833552
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833552 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened Mr T was using a genuine trading advice site, and was approached by scammers. They persuaded Mr T to send them over £... (3 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5253227
27 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253227 The complaint Miss G complains Revolut Ltd would not refund her sister £76 she transferred to Miss G’s Revolut account in error or close her account without her downloading the app and completing verification. What happened In May 2024 Miss G’s sister sent a payment of £76 t... (3 pages)View decision
