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 370149 results
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Decision Reference DRN-4815875
23 Aug 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4815875 The complaint Mr G complains that Creation Consumer Finance Ltd (“Creation”) were unresponsive and that has led to adverse information being reported to his credit file. What happened Mr G took out a running credit account with Creation in July 2020. He ran into financial di... (2 pages)View decision -
Decision Reference DRN-4980406
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4980406 The complaint Mrs P complains National Westminster Bank Plc unfairly closed her accounts without telling her why, delayed releasing the funds they held, and provided poor customer service. What happened What follows repeats much of the background I set out in my provisional ... (3 pages)View decision -
Decision Reference DRN-4981303
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4981303 The complaint H, a limited company, complains National Westminster Bank Plc unfairly closed its account without an explanation, delayed releasing the funds it held and provided poor customer service. What happened What follows repeats much of the background I set out in my p... (3 pages)View decision -
Decision Reference DRN-4943819
23 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4943819 The complaint Mrs P complains National Westminster Bank Plc unfairly closed her business account without telling her why, delayed releasing the funds they held and provided poor customer service. What happened What follows repeats much of the background I set out in my provi... (5 pages)View decision -
Decision Reference DRN-4559359
23 Aug 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4559359 The complaint Mr R and Ms G’s complaint is about a mortgage they had with Bank of Scotland Plc trading as Halifax (BoS). They don’t feel that BoS was justified in applying an early repayment charge (ERC) when they repaid the mortgage, as it was only just over a month before ... (2 pages)View decision -
Decision Reference DRN-4640824
23 Aug 2024 Topaz Finance Limited Not upheldMortgagesDRN-4640824 The complaint Mr M’s complaint is about a mortgage he has with Topaz Finance Limited trading as Heliodor Mortgages. He is unhappy that he was given no choice about his mortgage being transferred to Heliodor and that the interest rate has only gone up and has never gone down.... (4 pages)View decision -
Decision Reference DRN-4982610
23 Aug 2024 British Gas Insurance Limited UpheldInsuranceDRN-4982610 The complaint Miss R complains that British Gas Insurance Limited caused a leak with her boiler, which damaged her home. What happened During an annual service appointment, British Gas condemned Miss R’s boiler as unsafe and capped off the gas supply feed. A week later, Mis... (3 pages)View decision -
Decision Reference DRN-4890467
23 Aug 2024 Phoenix Life Limited Not upheldInvestmentsDRN-4890467 The complaint Miss F’s complaint is about a mortgage endowment policy she had with Phoenix Life Limited. She has complained that the policy fell short of its target value despite having been told in 2016 that the average return for a policy invested in the same fund as hers,... (8 pages)View decision -
Decision Reference DRN-4921956
22 Aug 2024 IG Index Limited Not upheldInvestmentsDRN-4921956 The complaint Mr W complains that IG Index Limited (‘IG’) unfairly disrupted his contracts for difference (CFD) and spread betting trading strategy by insisting his funds were remitted back to their original source account when making withdrawals. Mr W would now like IG to r... (8 pages)View decision -
Decision Reference DRN-4845112
22 Aug 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4845112 The complaint Ms M complains that Lloyds Bank General Insurance Limited (Lloyds) didn’t start work promptly after her home was damaged by an escape of water. Any reference to Lloyds includes agents acting on its behalf. What happened Ms M had an insurance policy for her bui... (3 pages)View decision
