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 365360 results
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Decision Reference DRN-4424767
30 Apr 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4424767 The complaint Mr and Mrs C’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably when dealing with a complaint about a loan taken out in 2016. What happened Mr and Mrs C purchased membership of an asset-backed timeshare called the Fractional P... (5 pages)View decision -
Decision Reference DRN-4689833
30 Apr 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4689833 The complaint Mr T complains about the service provided by Scottish Widows Limited in relation to transferring in his pension plans from other providers. He says the delays caused him a financial loss and expects substantial compensation to reflect the inconvenience he’s experi... (8 pages)View decision -
Decision Reference DRN-4751356
30 Apr 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4751356 The complaint Mr and Mrs L complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs L say they have a claim ... (6 pages)View decision -
Decision Reference DRN-4718534
30 Apr 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4718534 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) changed the monthly amount of his annuity income. What happened Mr M had an annuity with Aviva that, in the 2022 / 23 tax year paid about £1,249. Aviva deducted around £250 in tax. Providing Mr M a ... (2 pages)View decision -
Decision Reference DRN-4488500
30 Apr 2024 Bank of Scotland Plc UpheldMortgagesDRN-4488500 The complaint Mr and Mrs K complain that Bank of Scotland plc trading as Halifax incorrectly said they could keep a staff concessionary interest rate on part of their mortgage after Mr K ended his employment with it. They say this meant they lost out on securing a better rate e... (7 pages)View decision -
Decision Reference DRN-4771457
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4771457 The complaint Mr M and Mrs M are unhappy that Barclays Bank UK PLC couldn’t tell them what currency exchange rate would be applied to a large currency exchange they wanted to make. What happened Mr M and Mrs M sold an overseas property and on 1 March 2023 they transferred the p... (3 pages)View decision -
Decision Reference DRN-4441650
30 Apr 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4441650 The complaint A partnership, which I will refer to as E, complains about Lloyds Bank Plc. Its partners say: Lloyds failed to rename one of E’s accounts to include the word “client” (and allow E to comply with its regulator’s requirements). Lloyds refused to allow E to place m... (6 pages)View decision -
Decision Reference DRN-4701022
30 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4701022 The complaint Mr and Mrs G have complained that National Westminster Bank Plc (“NatWest”) have failed to refund the money Mr G lost as part of an investment scam. Mr G has been the main driver of this complaint and seems to be the person that interacted with the scammer, so I w... (3 pages)View decision -
Decision Reference DRN-4772299
30 Apr 2024 Think Money Limited UpheldBanking and PaymentsDRN-4772299 The complaint Mr W is unhappy with several aspects of the service that he’s received from Think Money Limited. What happened To briefly summarise: Mr W called Think Money on 7 November 2023, because he was unhappy that he was experiencing problems with his Think Money card. Thi... (3 pages)View decision -
Decision Reference DRN-4378726
30 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4378726 The complaint Mr and Mrs F complain about the decision by Aviva Insurance Limited to decline their accidental damage claim for a shattered window under their home insurance policy. What happened The background to this complaint is well known to Mr and Mrs F and Aviva. In my dec... (3 pages)View decision
