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-4127474
18 Mar 2024 Foundation for Credit Counselling Not upheldConsumer CreditDRN-4127474 The complaint Mr C complains that Foundation for Credit Counselling trading as Stepchange Debt Charity (Stepchange) provided him with poor advice in relation to his debts. Mr C is being represented in bringing his complaint, however, I’ll refer to Mr C throughout this decision.... (3 pages)View decision -
Decision Reference DRN-4534170
18 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4534170 The complaint Mrs A complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to her the money that she paid for some holiday club membership point rights. What happened Mrs A and her husband entered into an acquisition agreement to buy 1,000... (3 pages)View decision -
Decision Reference DRN-4638380
18 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4638380 The complaint Mr G complains about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim he made on his home insurance policy following an escape of water at his home. Lloyds is the underwriter of this policy... (4 pages)View decision -
Decision Reference DRN-4690665
18 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4690665 The complaint Mr A complains that Santander UK Plc unfairly closed his account and took too long to release his account balance back to him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (7 pages)View decision -
Decision Reference DRN-4691271
18 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4691271 The complaint Mr and Mrs T complain that information was omitted by Barclays Bank UK Plc about their ability to have an offset product on only one part of their mortgage. They’ve said that Barclays failure to tell them this wouldn’t be possible has led to them incurring an earl... (4 pages)View decision -
Decision Reference DRN-4515393
18 Mar 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4515393 The complaint Mr B and Mrs H complain about the early repayment charge (ERC) charged by Clydesdale Bank Plc trading as Virgin Money when they repaid their mortgage. They don’t think the ERC was fairly charged or fair in amount, and say that Virgin Money didn’t properly take Mrs... (4 pages)View decision -
Decision Reference DRN-4663736
18 Mar 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4663736 The complaint Mrs S complains about administration errors by Zurich Assurance Ltd during a joint application for life insurance, leading to there being no cover in place when Mrs S’s husband sadly died. What happened The details of this complaint are well known to the parties, ... (3 pages)View decision -
Decision Reference DRN-4615066
18 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4615066 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid for some holiday club membership rights. What happened Mr S and his wife entered into a contract of sale of membership rights to buy some holiday club membersh... (3 pages)View decision -
Decision Reference DRN-4644108
18 Mar 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4644108 The complaint Ms H complains about Coventry Building Society (Coventry) delaying a partial transfer of a cash ISA (Individual Savings account) held with them, to another cash ISA also held with them. She says this caused a loss of interest. What happened In October 2023, Ms H q... (3 pages)View decision -
Decision Reference DRN-4490758
18 Mar 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4490758 The complaint Mr S complains that the car he acquired through a conditional sale agreement wasn’t of satisfactory quality. What happened Mr S entered into conditional sale agreement with Santander Consumer in May 2023 to acquire a car. He says that after a couple of months he e... (3 pages)View decision
