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 364422 results
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Decision Reference DRN-4753358
27 Jun 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4753358 The complaint Mr M complains that National Westminster Bank Plc did not approve a personal loan for him. What happened Mr M says that NatWest refused to approve a modest personal loan for him on affordability grounds, despite him being a customer of theirs for a number of decad... (2 pages)View decision -
Decision Reference DRN-4748056
27 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4748056 The complaint Mrs D has complained that Advantage Insurance Company Limited didn’t explain the process clearly to her when she reported an accident in which her car was damaged and that she has incurred hire costs as a result of this. What happened The background to this compla... (2 pages)View decision -
Decision Reference DRN-4418830
27 Jun 2024 Swift 1st Limited UpheldMortgagesDRN-4418830 The complaint Mr and Mrs Y have complained that Swift 1 st Limited trading as Swift Advances withdrew an offer it had made to settle their secured loan with it. Mr and Mrs Y also told us they consider the interest that had been applied to the loan was unfair and it had increase... (3 pages)View decision -
Decision Reference DRN-4755285
27 Jun 2024 Unum Ltd Not upheldInsuranceDRN-4755285 The complaint Mr P complains that Unum Ltd unfairly declined his income protection claim. What happened Both sides are familiar with the background to this complaint so I will briefly summarise what happened below. Mr P has access to a group income policy through his employer. ... (3 pages)View decision -
Decision Reference DRN-4741242
27 Jun 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-4741242 The complaint Mr D is unhappy that PayPal UK Ltd won’t refund him after he made a claim for items that he purchased and didn’t receive. What happened In October 2023, Mr D purchased some goods from a retailer online using PayPal. Mr D didn’t receive them and in November 2023, h... (2 pages)View decision -
Decision Reference DRN-4724194
27 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4724194 The complaint Mr O is unhappy that Bank of Scotland plc, trading as Halifax, closed his account without providing any notice that they were doing so. What happened In November 2023, Mr O visited a Halifax branch. Following that branch visit, Halifax made the decision to close M... (3 pages)View decision -
Decision Reference DRN-4711819
27 Jun 2024 Openwork Limited Not upheldMortgagesDRN-4711819 The complaint Mr A complains that mortgage advice he received in 2021 from a broker working for Openwork Limited was unsuitable for him, because it recommended a two year fixed interest rate rather than a five year fix. Mr A says he will suffer financially because of this now. ... (3 pages)View decision -
Decision Reference DRN-4704804
27 Jun 2024 Fintern Ltd UpheldConsumer CreditDRN-4704804 The complaint Mr S complains about the service he received from Fintern Ltd, trading as Abound Loans (“Abound”). What happened Mr S complained to Abound about several issues. In particular he was concerned that a payment from his account was taken twice, and that the business d... (2 pages)View decision -
Decision Reference DRN-4745076
27 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4745076 The complaint Miss P complains about Royal & Sun Alliance Insurance Limited’s (RSA) handling of a claim she made on a legal expenses insurance policy. Where I refer to RSA within this decision, this should be taken to include its agents and representatives acting on its beh... (3 pages)View decision -
Decision Reference DRN-4743370
27 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4743370 The complaint Mr L complains Royal & Sun Alliance Insurance Limited unfairly refused to cover damage to his car. Mr L’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions and comments as being those of Mr L. What happened In Oct... (3 pages)View decision
