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 370903 results
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Decision Reference DRN-4856517
23 Jul 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4856517 The complaint Ms C is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) hasn’t settled part of her contents insurance claim. What happened Ms C held a buildings and contents insurance policy, underwritten by LV. Sadly, Ms C’s garage was destroyed by fire. Ms... (2 pages)View decision -
Decision Reference DRN-4663242
23 Jul 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4663242 The complaint Mrs G complained about the poor service she received from Shawbrook Bank Limited in transferring her ISA to another provider. What happened In 2022 Mrs G opened a cash ISA with Shawbrook that matured on 23 October 2023. After a year the interest rate on the acc... (2 pages)View decision -
Decision Reference DRN-4915793
23 Jul 2024 Bank of Scotland Plc UpheldMortgagesDRN-4915793 The complaint Ms O complains that, because she was wrongly informed about the early repayment charge (“ERC”) on her buy to let mortgage with Bank of Scotland plc trading as Halifax, she sold her property when a 2% ERC applied, when she could easily have waited until the ERC ... (4 pages)View decision -
Decision Reference DRN-4922843
23 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4922843 The complaint Mr C complains that Monzo Bank Ltd won’t refund the money he transferred to a fraudster as the result of a scam. Mr C is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as though made by Mr C directly.... (5 pages)View decision -
Decision Reference DRN-4796758
23 Jul 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4796758 The complaint Mr J says Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF), mis-handled his loan account. He says this resulted in his credit file being adversely affected. What happened In early November 2023, Mr J started the process of switch... (2 pages)View decision -
Decision Reference DRN-4853802
23 Jul 2024 Social Money Limited Not upheldConsumer CreditDRN-4853802 The complaint Miss J complains about a driving course that she purchased with credit provided by Social Money Limited, trading as Payl8r. What happened In 2023 Miss J entered into a regulated credit agreement with Payl8r to finance her purchase of a driving course. This was ... (4 pages)View decision -
Decision Reference DRN-4879832
23 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4879832 The complaint Ms F and Mr B’s father on behalf of Mr B, complain that Nationwide Building Society (“Nationwide”) took decisions regarding Mr B’s money held with it without consulting him or his family and failed to act in Mr B’s best interests or provide the support he neede... (5 pages)View decision -
Decision Reference DRN-4812164
23 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4812164 The complaint Mr A complains that Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement with him. He says SMFL failed to take reasonable steps to ensure his ability to make repayments under the agreement sustainably. Mr A has been repr... (4 pages)View decision -
Decision Reference DRN-4851983
23 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4851983 The complaint Mr H complains about esure Insurance Limited (“EIL”) and the settlement offer put to him following the total loss of his car. Mr H is also unhappy with the service EIL provided during the claim process. What happened The claim and complaint circumstances are we... (4 pages)View decision -
Decision Reference DRN-4888673
23 Jul 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4888673 The complaint Mr W is complaining about Oodle Financial Services Limited trading as Oodle Car Finance. He says they were irresponsible in lending to him because the repayments were unaffordable. What happened In September 2021, Mr W took out a hire purchase agreement with Oo... (3 pages)View decision
