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 364422 results
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Decision Reference DRN-4727345
8 Apr 2024 Nationwide Building Society Not upheldMortgagesDRN-4727345 The complaint Miss W complains that Nationwide Building Society treated her unfairly during a period when she was experiencing financial difficulty. What happened Miss W took a mortgage with Nationwide in 2017. She borrowed around £237,000 (inclusive of fees) on capital repayme... (5 pages)View decision -
Decision Reference DRN-4649212
8 Apr 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-4649212 The complaint Miss C complains that Watford Insurance Company Europe Limited (“WIC”) has unfairly handled a claim under her car insurance policy. Any reference to Miss C or WIC includes respective agents or representatives. What happened The background of this complaint is well... (3 pages)View decision -
Decision Reference DRN-4638116
8 Apr 2024 One Insurance Limited UpheldInsuranceDRN-4638116 The complaint Mr J complains about how One Insurance Limited (OIL) handled the claim made on his motor insurance policy and the market value applied to the car. What happened In July 2023, Mr J’s car was stolen. Mr J claimed on his car insurance policy with OIL. OIL valued Mr J... (3 pages)View decision -
Decision Reference DRN-4728968
8 Apr 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4728968 The complaint Miss S complains that Chetwood Financial Limited trading as Live Lend (‘Live Lend’) irresponsibly gave her a loan that she couldn’t afford. What happened On 3 April 2022, Miss S applied for a loan with Live Lend. Miss S was given a £4,000 loan to be repaid over 72... (3 pages)View decision -
Decision Reference DRN-4728854
8 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4728854 The complaint Miss C and Mr F complain that National Westminster Bank Plc were unreasonable in restricting and then closing their bank accounts. What happened Miss C and Mr F held a joint account with NatWest, that they used for day-to-day expenses. But in July 2023 they discov... (3 pages)View decision -
Decision Reference DRN-4629563
8 Apr 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4629563 The complaint This is a complaint about a claim under section 75 of the Consumer Credit Act 1974 (“CCA”) which The Royal Bank of Scotland Plc (“RBS”) failed to respond to. The claim was originally brought by Mr L in August 2022. Mr L has died since the complaint was referred to... (4 pages)View decision -
Decision Reference DRN-4498001
8 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4498001 The complaint Mrs P has complained, via a representative, that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here.... (3 pages)View decision -
Decision Reference DRN-4575148
8 Apr 2024 Tavistock Partners (UK) Limited Not upheldPensions and AnnuitiesDRN-4575148 The complaint Mrs P is unhappy with the advice provided to her by Tavistock Partners (UK) Limited (‘Tavistock’) in relation to her pension in January 2023 and feels this was unsuitable for her. Mrs P thinks she should have been advised to move her funds to cash and because this... (5 pages)View decision -
Decision Reference DRN-4534634
8 Apr 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4534634 The complaint Mr D complains about the quality of a boiler installation he funded through a finance agreement with Creation Financial Services Limited (Creation). He says Creation were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 19... (3 pages)View decision -
Decision Reference DRN-4727542
8 Apr 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4727542 The complaint Mr P is unhappy with the service he’s received from Kroo Bank Ltd surrounding a return of money into his account from a third-party bank. What happened In June 2023, Mr P made a mistake when instructing a £2,000 transfer from his Kroo account which resulted in the... (4 pages)View decision
