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 364862 results
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Decision Reference DRN-4232137
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4232137 The complaint Mr O is unhappy because HSBC UK Bank plc (‘HSBC’) have declined to refund him in full the £25,000 which he lost as a result of a scam. What happened The details of the complaint are well known to both parties, so I will not go into every detail of what happened he... (4 pages)View decision -
Decision Reference DRN-4651621
25 Mar 2024 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-4651621 The complaint Mr G complains that Trinity Lane Insurance Company Limited (Trinity) unfairly declined his claim for damage caused by driving over a pothole, under his motor insurance policy. What happened Mr G contacted Trinity to make a claim for a cracked dashboard panel. He s... (3 pages)View decision -
Decision Reference DRN-4623819
25 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4623819 The complaint The trustees of a trust, which I will refer to as T, complain about the way The Royal Bank of Scotland Plc carried out a Business Profile Review of its bank account. What happened T is a pension scheme, originally set up for the benefit of the directors of a limit... (2 pages)View decision -
Decision Reference DRN-4610721
25 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4610721 The complaint Mr W, Mrs W, and Miss W complain that Nationwide Building Society have declined their application to remove Mr W from a mortgage he holds jointly with Mrs W, and add their daughter Miss W. What happened Mr and Mrs W took out a joint mortgage with Nationwide in 199... (4 pages)View decision -
Decision Reference DRN-4695191
25 Mar 2024 Delta Financial Management Limited UpheldPensions and AnnuitiesDRN-4695191 The complaint Mr H complains that Delta Financial Management Limited (Delta) gave him unsuitable advice to transfer deferred benefits that he had in a defined benefit (DB) scheme pension to a self- invested personal pension (SIPP). Mr H now believes that the advice wasn’t in hi... (14 pages)View decision -
Decision Reference DRN-4672920
25 Mar 2024 Vodafone Limited Not upheldConsumer CreditDRN-4672920 The complaint Ms A has complained Vodafone Limited is asking her to repay a credit agreement for a Samsung handset which she didn’t order. What happened Ms A was concerned at the high roaming charges she’d received and called Vodafone. She believes she was offered a free Apple ... (2 pages)View decision -
Decision Reference DRN-4638358
25 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4638358 The complaint Miss A complains that Nationwide Building Society hasn’t treated her fairly\<br />View decision
as she comes to the end of her interest only mortgage. She also says it gave her misleading advice about switching to a lifetime mortgage, and then said it no longer offered lifeti... (4 pages) -
Decision Reference DRN-4685443
25 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4685443 The complaint Mr H is unhappy that Lloyds Bank Plc decided to move him to digital statements and with their reasons for doing so. What happened In October 2023, Lloyds Bank emailed Mr H to inform him that they were changing the way they send statements for some credit cards, cu... (3 pages)View decision -
Decision Reference DRN-4500310
25 Mar 2024 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-4500310 The complaint Miss P complains that Omni Capital Retail Finance Limited (“Omni”) irresponsibly gave her a personal loan she couldn’t afford. For simplicity, I will refer to the business throughout as ‘Omni’. What happened In June 2018 Miss P applied for a loan with Omni. She wa... (2 pages)View decision -
Decision Reference DRN-4473848
25 Mar 2024 Landmark Mortgages Limited Not upheldMortgagesDRN-4473848 The complaint The estate of Mrs M complains about lifetime mortgages that were provided to the late Mrs M by Landmark Mortgages Limited trading as Northern Rock. The complaint has been brought by the executor of the estate, Mrs Y. What happened In 2000, Mrs M and her husband to... (3 pages)View decision
