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 381196 results
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Decision Reference DRN-5326192
12 Feb 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5326192 The complaint Mr and Mrs L’s complaint is about their mortgage account with Landmark Mortgages Limited. Mr and Mrs L are unhappy at the standard variable interest rate (SVR) charged by Landmark, and about what they say is a lack of help in relation to their financial situati... (6 pages)View decision -
Decision Reference DRN-5299079
12 Feb 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5299079 The complaint Miss L complains about the service she received from Coventry Building Society (“Coventry”) when she instructed it to update her nominated account details for one of her accounts held with it. Coventry made a mistake where it updated all accounts held in Miss L... (3 pages)View decision -
Decision Reference DRN-5287971
12 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5287971 The complaint Mr B complains that Liverpool Victoria Insurance Company (‘LV’) recorded an incident relating to his car insurance policy on to the Claims & Underwriting Exchange (‘CUE’). What happened In November 2022, while driving through a park, a branch fell on to Mr... (2 pages)View decision -
Decision Reference DRN-5289259
12 Feb 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5289259 The complaint Mr and Mrs F have complained that Great Lakes Insurance UK Limited declined a claim they made on a travel insurance policy. The complaint involves the actions of the claim administrators, acting on behalf of Great Lakes. To be clear, when referring to Great La... (3 pages)View decision -
Decision Reference DRN-4900096
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4900096 The complaint Miss J complains that Santander UK Plc will not provide a refund for an item which was defective and which she paid for using her debit card. What happened On or about 1 December 2023 Miss J placed an order for a wig, at a price of US$395. She paid using her Pa... (2 pages)View decision -
Decision Reference DRN-5288738
12 Feb 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5288738 The complaint Mr N is unhappy with the amount of interest that MBNA Limited are charging on his account. What happened In February 2024, Mr N raised a complaint with MBNA because he was unhappy with the rate of interest being charged on his account or that MBNA were moving t... (3 pages)View decision -
Decision Reference DRN-5207980
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5207980 The complaint Ms C complains about an overdraft she had with HSBC UK Bank Plc. Ms C says her overdraft was defaulted and passed to a debt collection agency without it communicating this to her. What happened Ms C had an overdraft with HSBC with a limit of £850. On 22 August... (2 pages)View decision -
Decision Reference DRN-5292559
12 Feb 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5292559 The complaint Mrs J complains about charges invoiced to her by LeasePlan UK Limited (“LeasePlan”) shortly after a car that had been on hire to her under a hire agreement (“agreement”) was returned. What happened In 2016 Mrs J was supplied with a car under an agreement with ... (3 pages)View decision -
Decision Reference DRN-5293818
12 Feb 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5293818 The complaint Mr S complains that Coventry Building Society transferred all the funds from his ISA to an ISA with one provider when he had requested a split transfer to two providers. What happened Mr S held funds in an ISA with Coventry. In September 2024, he made requests ... (2 pages)View decision -
Decision Reference DRN-5026749
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5026749 The complaint Mrs M says Santander UK PLC (“Santander”) refuses to refund her for unauthorised activity on her account. Mrs M is represented in this complaint by her daughter, I will call her B for ease. And the complaint is regarding activity on the account carried out by M... (3 pages)View decision
