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-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 -
Decision Reference DRN-4629703
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4629703 The complaint Mr K complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim after his car was classed as a total loss. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As A... (3 pages)View decision -
Decision Reference DRN-4629220
19 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4629220 The complaint Mr P complained that Accredited Insurance (Europe) Ltd (“AI”) unfairly declined his claim for malicious damage to his fence under his home insurance policy. What happened Mr P made a claim to AI when his neighbour cut down part of the hedge that divided their prop... (2 pages)View decision -
Decision Reference DRN-4689607
19 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4689607 The complaint A limited company, which I’ll refer to as ‘D’, complains that National Westminster Bank Plc (NatWest) defaulted its accounts. D’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr T’. What happened To briefly summarise: D held a Small... (7 pages)View decision -
Decision Reference DRN-4690604
19 Mar 2024 Capital Home Loans Limited Not upheldMortgagesDRN-4690604 The complaint Mr and Mrs G complain that Capital Home Loans Limited (CHL) provided poor customer service when they made an enquiry about their mortgage. What happened Mr and Mrs G have a mortgage with CHL. Mrs G contacted CHL to discuss making an overpayment and discuss the int... (2 pages)View decision
