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 367298 results
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Decision Reference DRN-4954317
4 Oct 2024 Nationwide Building Society Not upheldMortgagesDRN-4954317 The complaint Mr and Mrs K complain that Nationwide Building Society hasn’t offered them a new interest rate product or extended the term of their mortgage. What happened Mr and Mrs K have an interest only mortgage that’s due to end in December 2024. They had an interest rat... (3 pages)View decision -
Decision Reference DRN-4869302
4 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4869302 The complaint Mr and Mrs S have complained that AXA Insurance UK Plc declined a claim they made under their buildings insurance policy. Reference to AXA includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and argu... (2 pages)View decision -
Decision Reference DRN-4670516
4 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4670516 The complaint Mr D complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In August 2020, Mr D was told about an opportunity to invest in a property development by a property ... (3 pages)View decision -
Decision Reference DRN-4721269
4 Oct 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4721269 The complaint Mrs H’s initial complaint was about the car valuation she received from Aioi Nissay Dowa Insurance UK Limited (“Aioi Nissay Dowa”). She accepted the higher valuation proposed by the Financial Ombudsman Service Investigator however did not accept that the exces... (3 pages)View decision -
Decision Reference DRN-4670507
4 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4670507 The complaint Mr D complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In August 2020, Mr D was told about an opportunity to invest in a property development by a property investment company he... (2 pages)View decision -
Decision Reference DRN-4702058
4 Oct 2024 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-4702058 The complaint Ms C complains Home Retail Group Card Services Limited trading as Argos Card have unfairly applied a default to her store card account. What happened For reasons outside of her control, Ms C left home unexpectedly in July 2023. My understanding is she was then... (3 pages)View decision -
Decision Reference DRN-4813329
4 Oct 2024 Dowgate Wealth Limited UpheldInvestmentsDRN-4813329 The complaint Miss K had complained that Dowgate Wealth Limited (‘Dowgate’) didn’t manage her investment portfolio within the agreed mandate and exposed her to investment risk that was too high for her. As a result, Miss K lost money and wants this reimbursed to her. What h... (8 pages)View decision -
Decision Reference DRN-4909674
4 Oct 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4909674 The complaint Mr L has complained about the way Telefonica UK Limited trading as O2 administered a fixed sum loan agreement he’d taken out to buy a phone. What happened Mr L bought a phone using a fixed sum loan agreement with O2 in July 2023. The phone cost around £700, wi... (4 pages)View decision -
Decision Reference DRN-4852349
4 Oct 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4852349 The complaint Mr M complains Secure Trust Bank Plc trading as V12 Retail Finance delayed putting in place a repayment plan for his loan with them. Mrs M has begun more recently supporting Mr M in this complaint, so I’ve referred to her in this decision as well. What happen... (3 pages)View decision -
Decision Reference DRN-5033106
4 Oct 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-5033106 Complaint Mr T complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision
