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 369227 results
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Decision Reference DRN-4728556
10 May 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4728556 The complaint Mr and Mrs B are unhappy Lloyds Bank General Insurance Limited hasn’t agreed to cover a claim on the occupiers and public liability section of their home insurance policy. Although the policy is in joint names as submissions have been made by Mr B, for ease I’ll r... (3 pages)View decision -
Decision Reference DRN-4734340
10 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4734340 The complaint Mr O is unhappy that Starling Bank Limited didn’t reimburse him after he told it he’d fallen victim to fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in summary I understand it to b... (3 pages)View decision -
Decision Reference DRN-4718677
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4718677 The complaint Mrs K is unhappy with the amount of time it took Santander UK Plc to refund her after she fell victim to a scam and lost money by way of a credit card payment. What happened The background to this complaint is well-known to both parties, and so the below represent... (3 pages)View decision -
Decision Reference DRN-4728550
10 May 2024 U K Insurance Limited UpheldInsuranceDRN-4728550 The complaint Mr and Mrs B are unhappy U K Insurance Limited hasn’t agreed to fully cover a claim on the occupiers and personal liability section of their home insurance policy. Although the policy is in joint names as submissions have been made by Mr B, for ease I’ll refer to ... (5 pages)View decision -
Decision Reference DRN-4622847
10 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4622847 The complaint Mr B complains that he didn't receive cashback payments in respect of his broadband provider on his current account with Santander UK Plc. What happened Mr B has a current account with Santander, which gives cashback on certain direct debit outgoings, includi... (2 pages)View decision -
Decision Reference DRN-4534360
10 May 2024 Nationwide Building Society Not upheldMortgagesDRN-4534360 The complaint Mr D has complained about the interest rate on his mortgage he holds with Nationwide Building Society. He says he received a decision in principle at a rate of 1.59% but, due to when his application was submitted, Nationwide said his rate would instead be 1.94%. W... (6 pages)View decision -
Decision Reference DRN-4413785
10 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4413785 The complaint Mr P is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse him after he was the victim of a scam. What happened Both parties are aware of the details of this scam so I will only provide a brief outline of what occurred. In summary, Mr P came across ... (4 pages)View decision -
Decision Reference DRN-4791643
10 May 2024 Hampshire Trust Bank Plc UpheldInvestmentsDRN-4791643 The complaint Ms W complains that Hampshire Trust Bank Plc (“HTB”) failed to pay the maturity proceeds of a fixed term ISA to another provider in a timely manner. What happened I issued a provisional decision on this complaint in March 2024. In that decision I explained why I t... (4 pages)View decision -
Decision Reference DRN-4790413
10 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4790413 The complaint Mrs O complains about the interest rate on her mortgage she holds with Bank of Scotland plc trading as Halifax. She’s also complained about the service she’s received. What happened Mrs O took out her mortgage with Halifax in September 2003. She borrowed £147,000 ... (14 pages)View decision -
Decision Reference DRN-4664865
10 May 2024 TSB Bank plc Not upheldConsumer CreditDRN-4664865 The complaint Ms O complains that TSB Bank plc hasn’t provided the support or service it should have when she has explained her financial circumstances. She says she has made reasonable offers to settle the loan, but these haven’t been accepted and she finds TSB difficult to co... (3 pages)View decision
