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 366763 results
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Decision Reference DRN-4674000
27 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4674000 The complaint Mrs A complains that Nationwide Building Society failed to inform her that a promotional interest rate on her credit card was coming to an end. What happened Mrs A holds a credit card with Nationwide. She’s explained that she opted for this specific card because i... (3 pages)View decision -
Decision Reference DRN-4701323
27 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4701323 The complaint Mr M complains that Santander UK Plc failed to give sufficient information to his sending Bank (H) to enable his ISA to be transferred to it. As a result he made a loss in terms of the interest earned on his savings. What happened In April 2023 Mr M made an applic... (2 pages)View decision -
Decision Reference DRN-4342652
27 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4342652 The complaint Mr A and Mrs A complain about the way AXA Insurance UK Plc settled a storm damage claim under a Commercial and Residential Landlords insurance policy. What happened The details of this complaint are well known to all parties, so I won’t set them out in detail. But... (4 pages)View decision -
Decision Reference DRN-4465586
27 Mar 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4465586 The complaint Mr M has complained that Ikano Bank AB (publ) “Ikano” has rejected his claim against it under Section 75 of the Consumer Credit Act 1974 “the Act”. What happened Mr M bought solar panels for his home in 2018. The purchase was funded by a loan from Ikano. Mr M alle... (3 pages)View decision -
Decision Reference DRN-4707816
27 Mar 2024 Evolution Lending Limited UpheldMortgagesDRN-4707816 The complaint Miss B and Mr M have complained about a secured loan (second charge mortgage) they took out with Evolution Lending Limited in 2018. They’ve said the loan was unaffordable and has put their home at risk. What happened Mr M was introduced to Evolution by a third-par... (18 pages)View decision -
Decision Reference DRN-4480524
27 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4480524 The complaint Mr B is unhappy that Clydesdale Bank Plc (‘Clydesdale’) failed to carry out an individual savings account (‘ISA’) transfer in line with his request. What happened On 31 October 2022 Mr B says he made a request to transfer his Clydesdale cash ISA to another bank (‘... (5 pages)View decision -
Decision Reference DRN-4712658
27 Mar 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4712658 The complaint Ms R complains Secure Trust Bank Plc trading as Moneyway (Moneyway) supplied her with a car that she believes wasn’t of satisfactory quality. Ms R is represented by Mr T but as she is the agreement holder, I will refer to her throughout this agreement. What happen... (5 pages)View decision -
Decision Reference DRN-4711349
27 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4711349 The complaint Miss M complains that Accredited Insurance (Europe) Ltd (‘AIE’) did not provide a courtesy car in connection a claim she made on her motor insurance policy. What happened Miss M had a fully comprehensive motor insurance policy with AIE. On 1 April 2023, Miss M’s c... (3 pages)View decision -
Decision Reference DRN-4676706
27 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4676706 The complaint Miss S is unhappy that Santander UK Plc has decided not to refund her money she lost, to what she believed was an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and our Investigator has set out a ... (4 pages)View decision -
Decision Reference DRN-4695337
27 Mar 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4695337 The complaint Ms D has complained that Astrenska Insurance Limited (trading as Collinson) declined a claim she made on her travel insurance policy. What happened Ms D purchased the policy on 2 September 2023 for a trip that was due to start on 12 September 2023. On 5 September ... (3 pages)View decision
