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 364766 results
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Decision Reference DRN-4656701
19 Mar 2024 Vitality Health Limited Not upheldInsuranceDRN-4656701 The complaint Mr S complains about the way Vitality Health Limited handled a claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the main... (4 pages)View decision -
Decision Reference DRN-4639960
19 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4639960 The complaint Mr M complains that Nationwide Building Society won’t refund all the money he lost to an investment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the reasons for my decisi... (3 pages)View decision -
Decision Reference DRN-4629690
19 Mar 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-4629690 The complaint Mr B says Loans 2 Go Limited irresponsibly lent to him. What happened Mr B took out an 18-month instalment loan for £400 from Loans 2 Go on 23 February 2021. The monthly repayments were £91.42 and the total repayable was £1,645.56. Mr B says if Loans 2 Go had look... (3 pages)View decision -
Decision Reference DRN-4662290
19 Mar 2024 Quidie Limited Not upheldConsumer CreditDRN-4662290 The complaint Miss G complains that Quidie Limited trading as Fernovo (Fernovo) lent to her when she could not afford it. What happened Miss G took one loan with Fernovo on 7 September 2023. It was for £350 over a loan term of 105 days with four instalment payments. Three were ... (3 pages)View decision -
Decision Reference DRN-4690929
19 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4690929 The complaint Mr S complains that Santander UK Plc unfairly continued to apply interest and charges to his overdraft when he was in financial difficulty. What happened Mr S says that Santander provided him with a £2,000 overdraft on his current account in 2012 while he was a st... (4 pages)View decision -
Decision Reference DRN-4556059
19 Mar 2024 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-4556059 The complaint Mr R complains about delays in relation to the transfer of his pension to Vanguard Asset Management, Ltd (Vanguard). What happened Mr R said he requested a transfer to Vanguard on 16 April 2023 and around £69,000 was quickly transferred from his previous provider ... (3 pages)View decision -
Decision Reference DRN-4684792
19 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4684792 The complaint Mrs H complains that Tesco Personal Finance PLC didn’t apply the correct promotional rate interest offer to her credit card when she asked it to. What happened The facts of this complaint are well known to both parties, so I won’t repeat them again here in detail.... (2 pages)View decision -
Decision Reference DRN-4534845
19 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4534845 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (Admiral) cancelled his motor insurance policy. What happened On 28 April 2023 Mr H called Admiral to make a payment for an outstanding amount on his policy. Mr H says he attempted to make a payment, but it... (2 pages)View decision -
Decision Reference DRN-4331449
19 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4331449 The complaint Mr T complains that Bank of Scotland plc trading as Halifax did not stop payments he lost to an investment. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here... (3 pages)View decision -
Decision Reference DRN-4593836
19 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4593836 The complaint Mr E complains that his loan was defaulted and closed at a time when he had an agreement in place with HSBC UK Bank Plc. What happened Mr E entered into a loan agreement with HSBC in 2019. In July 2022 Mr E entered into a long term no affordability plan for six mo... (3 pages)View decision
