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 360982 results
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Decision Reference DRN-4637058
26 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4637058 The complaint Mr F has complained about the way a claim he made under his car insurance policy was handled. What happened Mr F bought a car insurance policy with Admiral in April 2022. About two weeks later he made a claim for damage. He said his car had stopped working and a r... (6 pages)View decision -
Decision Reference DRN-4480242
26 Feb 2024 Bank of Scotland Plc UpheldMortgagesDRN-4480242 The complaint Mr G and Ms Y have complained about a mortgage application they made with Bank of Scotland plc trading as Halifax. They’ve said Halifax discriminated against them and put barriers in the way to prevent the lending, which has led to them being around £16,000 worse ... (6 pages)View decision -
Decision Reference DRN-4639664
26 Feb 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4639664 The complaint Mrs K, through a representative, says Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to her. What happened Mrs K took out three loans from Novuna as set out below. loan taken out value, £ term in months monthly repayment, £ st... (3 pages)View decision -
Decision Reference DRN-4633336
26 Feb 2024 Cofunds Limited UpheldInvestmentsDRN-4633336 The complaint Mrs S complains that Cofunds Limited, trading as Aegon transferred her stocks and shares Individual Savings Account (ISA) to a third-party without conducting appropriate and necessary checks. What happened Mrs S says she intended to transfer a stocks and shares IS... (4 pages)View decision -
Decision Reference DRN-4586725
26 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4586725 The complaint Mrs V has complained Revolut Ltd won’t refund money paid from her account to a cryptocurrency account. What happened Mrs V has three main accounts with different financial institutions. I’ll be calling these B, N and Revolut. Mrs V told us she’d received a call fr... (3 pages)View decision -
Decision Reference DRN-4561426
26 Feb 2024 Skipton Building Society UpheldInvestmentsDRN-4561426 The complaint Mrs S complains that Skipton Building Society provided her with incorrect information when she attempted to transfer a stocks and shares Individual Savings Account (ISA) to a cash ISA. What happened Mrs S held two stocks and shares ISA’s; one was with a provider I... (3 pages)View decision -
Decision Reference DRN-4611424
26 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4611424 The complaint Mr L complains that Santander UK Plc (‘Santander’) won’t refund the money he lost in a scam. What happened Mr L says that he had a guitar and keyboard up for sale on an online marketplace. The total cost of the two items was £220 and Mr L required any buyer to col... (3 pages)View decision -
Decision Reference DRN-4552673
26 Feb 2024 Metro Bank PLC UpheldConsumer CreditDRN-4552673 The complaint Miss A complains that Metro Bank PLC, trading as RateSetter, is holding her liable for a loan that was opened fraudulently in her name. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In ... (5 pages)View decision -
Decision Reference DRN-4643844
26 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4643844 The complaint Mr T complains Starling Bank Limited didn’t treat him fairly when he contacted it on the phone. He says staff lacked empathy and made it difficult for him to access specialist help. What happened I issued my provisional decision on this case recently, upholding Mr... (4 pages)View decision -
Decision Reference DRN-4495055
26 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4495055 The complaint Mr F has complained about the way Bank of Scotland plc trading as Halifax dealt with his claim for money back in relation to a purchase he made using his credit card. What happened The circumstances of the complaint are well known to the parties and some parts of ... (3 pages)View decision
