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 370903 results
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Decision Reference DRN-4588749
3 Jun 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4588749 The complaint Mr and Mrs R complain that they applied for a two-year fixed rate mortgage with National Westminster Bank Plc (NatWest), but the rate was fixed for less than 24 months. They believe NatWest hasn’t honoured the contract they have with it, and they have lost out fin... (3 pages)View decision -
Decision Reference DRN-4636560
3 Jun 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4636560 The complaint The complaint Mr A complains that The Royal Bank of Scotland Plc, trading as First Active, keep sending him letters saying that he has missed mortgage payments and that his mortgage is in arrears, despite Mr A having made the payments due. In order to put matters ... (4 pages)View decision -
Decision Reference DRN-4830381
3 Jun 2024 Lendable Ltd UpheldConsumer CreditDRN-4830381 The complaint Mr Y says Lendable Ltd irresponsibly lent to him. What happened Mr Y took out an 18-month loan for £2,000 in February 2023. The monthly repayments were £144.40. Mr Y says the loan was also unaffordable. Better checks should have been made to assess his circumstanc... (3 pages)View decision -
Decision Reference DRN-4756230
3 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4756230 The complaint Mrs G, represented by her son Mr G, brings a complaint on behalf of the estate of her late husband, Mr G1. She complains that TSB Bank plc allowed money to being misappropriated from Mr G1’s account with it following his passing. What happened The background to th... (2 pages)View decision -
Decision Reference DRN-4637986
3 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4637986 The complaint B, a charity, complains that TSB Bank plc unreasonably blocked and then closed their accounts. They’d like to be compensated for their losses. What happened B is represented by Mr B, a trustee. Mr B has in turn appointed professional representatives, but for ease ... (3 pages)View decision -
Decision Reference DRN-4740084
3 Jun 2024 Metro Bank PLC UpheldConsumer CreditDRN-4740084 The complaint Mr C, through his representative, complains that Metro Bank PLC trading as RateSetter Lenders (RateSetter) lent to him but failed to conduct proportionate checks at that time and could have done more before providing the funds. What happened Mr C took one loan fro... (4 pages)View decision -
Decision Reference DRN-4458702
3 Jun 2024 RCI Financial Services Limited Not upheldConsumer CreditDRN-4458702 The complaint Mrs K complains about various things in relation to the way a car was collected under an agreement she took out with RCI Financial Services Limited (“RCI”). What happened Mrs K referred a complaint to us along with her representative. As the complainant is Mrs K, ... (3 pages)View decision -
Decision Reference DRN-4444933
3 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4444933 The complaint Company H (represented by Ms C) complains Santander UK Plc (Santander) unfairly considered its claim under the chargeback scheme in relation to a car which it believes was faulty at supply. What happened In July 2022, Company H bought a used car... (4 pages)View decision -
Decision Reference DRN-4591278
3 Jun 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4591278 The complaint Mr V’s representative has complained, on his behalf, about advice he was given by Braemar Financial Planning (now Sesame Limited) to transfer his occupational pension scheme (OPS) defined benefits to a “Section 32” buyout policy. What happened The ombudsman who de... (8 pages)View decision -
Decision Reference DRN-4830909
3 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4830909 The complaint Mr S complains that Admiral Insurance (Gibraltar) Limited (Admiral) has declined to reimburse a cost he incurred following a car insurance claim. What happened Mr S’ car was damaged in an accident, so a claim was made to Admiral, his car insurer. Ultimately it too... (3 pages)View decision
