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 362195 results
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Decision Reference DRN-4687000
2 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4687000 The complaint Ms R complains about U K Insurance Limited trading as Privilege (“Privilege”). She wants Privilege to accept the claim and carry out repairs at her home. What happened Ms R held home insurance with Privilege. Her home has a conservatory attached to the property. I... (2 pages)View decision -
Decision Reference DRN-4574468
2 Apr 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4574468 The complaint Mr M complains about the cost and inconvenience to him, in relation to a safety recall notice for a car that was supplied to him through a hire agreement with Lex Autolease Ltd (LAL) What happened In June 2022 Mr M acquired a new car through a hire agreement with ... (3 pages)View decision -
Decision Reference DRN-4564480
2 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4564480 The complaint Mr L complains Bank of Scotland plc trading as Halifax failed to add his attorneys to his account. What happened Mr L’s complaint is represented by his attorney, who, in turn, is represented by a legal firm. Mr L lost capacity and had an existing enduring power of... (2 pages)View decision -
Decision Reference DRN-4711123
2 Apr 2024 Rooftop Mortgages Limited Not upheldMortgagesDRN-4711123 The complaint Mr M and Mr O complain that Rooftop Mortgages Limited unfairly declined their applications to add Mr O to Mr M’s mortgage. What happened Mr M took out an interest only mortgage with Rooftop Mortgages in December 2005. In May 2023, Mr M and his cousin, Mr O, applie... (5 pages)View decision -
Decision Reference DRN-4259636
2 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4259636 The complaint Mr C complains that Revolut Ltd (Revolut) declined to refund a card payment that was lost to a ‘safe account’ scam and which he says he didn’t authorise. What happened In summary, Mr C says he was contacted, in March 2023, by someone pretending to be from a bank (... (3 pages)View decision -
Decision Reference DRN-4656836
2 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4656836 The complaint Mr P complains about Barclays Bank UK PLC failing to execute his payment instruction which caused him distress, inconvenience and a financial loss. What happened Mr P has a savings account with Business A. As he wanted his Barclays bank account to be the account f... (2 pages)View decision -
Decision Reference DRN-4665521
2 Apr 2024 Unum Ltd Not upheldInsuranceDRN-4665521 The complaint Mrs D is unhappy that Unum Limited declined a claim made under a group life insurance policy. What happened Mrs D has the benefit of a group life insurance policy through her employer, who is the policyholder. She voluntarily opted to include spouse and partner co... (3 pages)View decision -
Decision Reference DRN-4601075
2 Apr 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4601075 The complaint Mr T complains about Clydesdale Financial Services Limited trading as Barclays Partner Finance’s response to a claim he’s made against it under connected lender liability provisions set out in section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In 20... (4 pages)View decision -
Decision Reference DRN-4443623
2 Apr 2024 Alphabet (GB) Ltd UpheldConsumer CreditDRN-4443623 The complaint Mr O complains that Alphabet (GB) Ltd is treating him unfairly in its response to his claim in relation to faults with a car it has supplied to him under a consumer hire agreement. What happened In late 2020, Alphabet supplied Mr O with a new car under a personal ... (3 pages)View decision -
Decision Reference DRN-4716779
2 Apr 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4716779 The complaint Miss B and Mr D complain that Royal & Sun Alliance Limited trading as More Th>n provided them with poor service following their claim for an escape of water and haven’t adequately compensated then for the distress and inconvenience caused. What happened Mis... (4 pages)View decision
