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 367300 results
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Decision Reference DRN-4737717
17 May 2024 Amtrust Europe Limited UpheldInsuranceDRN-4737717 The complaint Ms A and Mrs A are unhappy with what Amtrust Europe Limited did after they made a claim on their landlord legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mrs A, I’ll refer to her in this decision. What h... (4 pages)View decision -
Decision Reference DRN-4721191
17 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4721191 The complaint Mr L complains that Bank of Scotland PLC trading as Halifax won’t refund a payment he had made in error to a company (E). What happened In September 2023 Mr L made an online payment to E, of £2,000. He had made several previous payments to them. He says this was a... (2 pages)View decision -
Decision Reference DRN-4801092
17 May 2024 Openwork Limited UpheldMortgagesDRN-4801092 The complaint Mr M is unhappy as he feels an appointed representative of Openwork Limited trading as The Openwork Partnership (Openwork), committed him to a fixed interest rate product for five years with his lender, without his authority. Mr M says he was not provided with a c... (9 pages)View decision -
Decision Reference DRN-4801529
17 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4801529 The complaint Mr A complains that MBNA Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In Nov... (3 pages)View decision -
Decision Reference DRN-4782807
17 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4782807 The complaint Mr L complains that Starling Bank Limited won’t refund the money he lost when he was the victim of a scam. What happened In October 2023, Mr L says he received a number of text messages from someone offering him a remote working, part-time job. As he was looking f... (3 pages)View decision -
Decision Reference DRN-4730458
17 May 2024 Connells Limited Not upheldMortgagesDRN-4730458 The complaint Mr H complains that Connells Limited said it would charge him an administration fee to give mortgage advice, despite having paid a lifetime broker fee. What happened In 2014, Mr H received mortgage advice from Connells. At that time he paid a £399 fee for “Connell... (2 pages)View decision -
Decision Reference DRN-4702591
17 May 2024 Barclays Bank Plc UpheldInvestmentsDRN-4702591 The complaint Mrs W complaints about how Barclays Bank Plc (‘Barclays’) administered the transfer of her Individual Savings Account (‘ISA’). She says this took too long, and it caused her a financial loss and some distress and inconvenience. What happened Mrs W has made a numbe... (4 pages)View decision -
Decision Reference DRN-4800962
17 May 2024 Quidie Limited UpheldConsumer CreditDRN-4800962 The complaint Mr F complains that Quidie Limited trading as Fernovo (“Quidie”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr F’s borrowing can be found below. loan number loan amount agreement date repayment date num... (7 pages)View decision -
Decision Reference DRN-4786292
17 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4786292 The complaint Mrs H’s complaint is about a mortgage she used to have with Barclays Bank PLC. She is unhappy with the amount of time it took for Barclays to send her a redemption statement. Due to the amount of time that the statement was taking, Mrs H went to her local branch f... (4 pages)View decision -
Decision Reference DRN-4708934
17 May 2024 Calpe Insurance Company Limited Not upheldInsuranceDRN-4708934 The complaint Mr S complains about the category of write-off Calpe Insurance UK plc (“Calpe”) allocated to his car following an incident. When I mention Calpe I also mean its assessors and engineers. What happened Mr S had a motor insurance policy with Calpe covering his car. H... (2 pages)View decision
