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 381082 results
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Decision Reference DRN-5157396
21 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5157396 The complaint Mr A is unhappy with the way Advantage Insurance Company Limited (Advantage) have handled the claim he made on his motor insurance policy and the salvage value it has placed on his vehicle. What happened In April 2023 Mr A was unfortunately involved in a car ac... (3 pages)View decision -
Decision Reference DRN-4793925
21 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4793925 The complaint Mr P complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to what he says was a scam. Mr P has used a representative to bring his complaint. But for ease of reading, I’ll mostly just refer to Mr P and will also as... (2 pages)View decision -
Decision Reference DRN-5132149
21 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5132149 The complaint Mr H complains Santander Consumer (UK) Plc unfairly declined his application for car finance. What happened In early 2024, Mr H applied for a new car finance agreement with Santander. He says that despite being a long-standing c... (3 pages)View decision -
Decision Reference DRN-5155344
21 Nov 2024 BFS Home Loans Limited UpheldMortgagesDRN-5155344 The complaint Mr and Mrs B are complaining about a development loan they have with BFS Home Loans Limited to enable them to self-build their home. They have said: 1. The mortgage was mis-sold as it was unsuitable because it was misrepresented as flexible and that funds would... (9 pages)View decision -
Decision Reference DRN-4825755
21 Nov 2024 National Westminster Bank Plc UpheldMortgagesDRN-4825755 The complaint Mr L complains that National Westminster Bank Plc (NatWest) gave him incorrect information about the mortgage support it could offer him which has resulted in his mortgage falling into arrears. What happened Mr L contacted NatWest on 17 January 2024 to explain ... (4 pages)View decision -
Decision Reference DRN-5076068
21 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5076068 The complaint This complaint is about Mr S1 and Mr S2’s mortgage with National Westminster Bank Plc (NatWest). Mr S1, who has dealt with the complaint throughout, says that he wasn’t able to arrange a term extension, as a result of which he and Mr S2 had to make higher repa... (3 pages)View decision -
Decision Reference DRN-4636282
21 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4636282 The complaint Miss L complains that Nationwide Building Society allowed two payments of £247 to be taken from her account in September 2023 meaning that her account went into an unauthorised overdraft. She says the payments shouldn’t have been authorised as she had an agreem... (4 pages)View decision -
Decision Reference DRN-5162063
21 Nov 2024 Revolut Travel Ltd Not upheldBanking and PaymentsDRN-5162063 The complaint Mr G has complained that Revolut Travel Ltd (“Revolut”) mis-sold him a fee-paying Ultra Plan packaged account. Mr G says that the account was mis-sold because he attempted to claim on the travel insurance provided by the account, but says his claim was badly ha... (3 pages)View decision -
Decision Reference DRN-5162086
21 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5162086 The complaint Mr H complains that Mitsubishi HC Capital UK Plc trading as Novuna 1 (‘the Lender’) is liable to pay him compensation following a complaint made about a timeshare bought using credit provided by it. The finance agreement which is the subject of this complaint ... (6 pages)View decision -
Decision Reference DRN-4997543
21 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4997543 The complaint Mr H has complained Santander UK Plc won’t refund him for transactions he didn’t authorise. What happened In October 2023, Mr H complained to Santander about transactions from his account to a merchant I’ll refer to as “N”. Santander placed blocks on the accou... (3 pages)View decision
