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 369227 results
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Decision Reference DRN-4620514
12 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4620514 The complaint Mr G holds a power of attorney (POA) for his mother, Mrs G. He says that he was unable to withdraw funds on her behalf at a branch of Nationwide Building Society. He says that as a result Mrs G was inconvenienced. What happened The background to the complaint ... (2 pages)View decision -
Decision Reference DRN-4955131
12 Aug 2024 AWP P&C S.A. UpheldInsuranceDRN-4955131 The complaint Mr G has complained that AWP P&C S.A. declined a claim he made on a travel insurance policy. What happened Mr G was due to fly abroad on 1 December 2023. For reasons that I won’t go into, he didn’t end up taking the flight that day. He bought a new ticket ... (2 pages)View decision -
Decision Reference DRN-4949440
12 Aug 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4949440 The complaint Ms J complains that Computershare Investor Services Plc misinformed her about action she needed to take regarding a Share Incentive Plan (“SIP”) in which she had participated. What happened Ms J participated in the SIP though her employment with a company I’ll ... (5 pages)View decision -
Decision Reference DRN-4949829
12 Aug 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4949829 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-4807658
12 Aug 2024 Amtrust Europe Limited UpheldInsuranceDRN-4807658 The complaint Mr S complains about Amtrust Europe Limited (“AEL”) and their handling of the claim he made on his legal expenses insurance policy. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list them chronologicall... (4 pages)View decision -
Decision Reference DRN-4959891
12 Aug 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4959891 The complaint Ms C's complaint arises out of a mortgage taken out in 2003. The mortgage was originally \ with Cheltenham & Gloucester, which is now part of Lloyds Bank PLC. For \<br />View decision
clarity, I will refer to Lloyds throughout. Ms C is unhappy that Lloyds is pressurin... (3 pages) -
Decision Reference DRN-4824752
12 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4824752 The complaint Mr and Mrs L complain Santander UK Plc blocked their account. What happened In October 2022 Mr and Mrs L received calls and letters regarding information Santander needed about their account. Santander said it might restrict Mr and Mrs L’s access to their joi... (4 pages)View decision -
Decision Reference DRN-4849799
12 Aug 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4849799 The complaint Ms S is being represented by a claims manager. She’s complaining about Zopa Bank Limited because she says it lent irresponsibly by providing her with a loan she couldn’t afford. What happened In October 2021, Ms S took a loan with Zopa for £10,000 over a term o... (3 pages)View decision -
Decision Reference DRN-3963813
12 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3963813 The complaint Mrs W has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.... (7 pages)View decision -
Decision Reference DRN-4959733
12 Aug 2024 Fairscore Ltd UpheldConsumer CreditDRN-4959733 The complaint Mrs P is being represented by a claims manager. She’s complaining about Fairscore Ltd trading as Updraft because she says it lent irresponsibly by providing loans she couldn’t afford. What happened Following her applications to Fairscore, Mrs P was given the fo... (5 pages)View decision
