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 371633 results
-
Decision Reference DRN-4951162
3 Sep 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4951162 The complaint Mr C is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made on a group income protection insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (3 pages)View decision -
Decision Reference DRN-4885338
3 Sep 2024 Black Horse Limited UpheldConsumer CreditDRN-4885338 The complaint Mr M, who is represented in this complaint by his father, complains that Black Horse Limited (‘Black Horse’) approved a hire purchase agreement irresponsibly. What happened In August 2022, Mr M acquired a used car financed by a hire purchase agreement from Bla... (4 pages)View decision -
Decision Reference DRN-4853551
3 Sep 2024 Santander UK Plc Not upheldConsumer CreditDRN-4853551 The complaint Miss N complains that Santander UK Plc (“Santander”) didn’t complete adequate affordability checks and had it done so, it would have seen the loan offered and advanced to her (by it) was unaffordable. Miss N says she was in financial difficulty at the relevant... (4 pages)View decision -
Decision Reference DRN-4922115
3 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4922115 The complaint Miss M complains that Bank of Scotland plc trading as Halifax sent her an email inviting her to claim a current switching incentive but when the switch completed Miss M was told she wasn’t eligible. What happened In March 2024, Miss M received an email from Hal... (2 pages)View decision -
Decision Reference DRN-4921720
3 Sep 2024 Metro Bank PLC Not upheldMortgagesDRN-4921720 The complaint Mr B and Ms M complain about an entry Metro Bank PLC made on their credit files following a late payment to their mortgage account. What happened Mr B and Ms M took out a mortgage with Metro in 2021. They set up a direct debit to pay their contractual monthly p... (4 pages)View decision -
Decision Reference DRN-5000883
3 Sep 2024 Highway Insurance Company Limited Not upheldInsuranceDRN-5000883 The complaint Mr M complains about Highway Insurance Company Limited (“Highway”)’s handling of his motor insurance claim. All references to Highway Insurance Company Limited also include its appointed agents. What happened In January 2024, Mr M called Highway to report he’d ... (3 pages)View decision -
Decision Reference DRN-5000550
3 Sep 2024 Trading 212 UK Limited Not upheldInvestmentsDRN-5000550 The complaint Mr S complains Trading 212 UK Limited (T212) failed to execute a share deal correctly and this resulted in him paying more than he should have for the shares. He says this has caused him to lose out financially and has requested compensation. What happened At ... (3 pages)View decision -
Decision Reference DRN-5000704
3 Sep 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5000704 The complaint Miss C’s complaint relates to the way National Savings and Investments (‘NS&I’) handled a request to purchase premium bonds in her name. The complaint has been brought by her father Mr C. What happened Mr C applied for £8,319 of premium bonds in Miss C’s ... (3 pages)View decision -
Decision Reference DRN-4999319
3 Sep 2024 Topaz Finance Limited UpheldMortgagesDRN-4999319 The complaint Mr L complains that Topaz Finance Limited incorrectly told him that he was not allowed to let his buy-to-let property as the term had ended. What happened Mr L had a buy-to-let mortgage with Topaz. The term ended in 2022 and Mr L planned to sell the property t... (3 pages)View decision -
Decision Reference DRN-4976403
3 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4976403 The complaint Mr H has complained that HSBC UK Bank Plc “HSBC” has failed to make a reasonable adjustment for his circumstances. What happened Mr H says that following the closure of local HSBC branches, he has found it difficult to contact HSBC regarding his credit card acc... (4 pages)View decision
