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 365360 results
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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 -
Decision Reference DRN-4675205
18 Mar 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4675205 The complaint Miss B complains that Lloyds Bank PLC won’t refund over £58,000 she says she paid to a rogue builder that scammed her. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief summary, Miss B bel... (3 pages)View decision -
Decision Reference DRN-4469458
18 Mar 2024 Equifinance Limited UpheldMortgagesDRN-4469458 The complaint Miss C and Mr T complain that Equifinance Limited irresponsibly lent them a second charge mortgage (secured loan) which was unaffordable for them. What happened Miss C and Mr T took out a secured loan with Equifinance in 2017. They borrowed £20,000 plus around £3,... (3 pages)View decision -
Decision Reference DRN-4283271
18 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4283271 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr S has a current account and a debit card with Santander and says he has been a customer Santander customer for over 30 years. Mr S says he w... (5 pages)View decision -
Decision Reference DRN-4685289
18 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4685289 The complaint Mr P, Mrs P, Miss P and Mr B complain that AWP P&C SA hasn’t paid a cancellation claim they made under their travel insurance policies. What happened This decision covers a complaint about two single trip travel insurance policies that were both bought on 15 J... (3 pages)View decision -
Decision Reference DRN-4569502
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569502 The complaint Ms R complains about difficulties and delays she encountered with Monzo Bank Ltd (Monzo) when trying to cancel a direct debit. What happened In November 2022, Ms R joined a gym which I will call A and set up a monthly direct debit to pay for the membership. Soon a... (3 pages)View decision -
Decision Reference DRN-4690675
18 Mar 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4690675 The complaint Mrs S complains about Ocaso SA, Compania de Seguros y Reaseguros’ (“Ocaso”) handling of her claim under her home insurance policy. Mrs S’ complaint has been brought by a representative who I’ll refer to as company K. What happened The background to this complaint ... (5 pages)View decision
