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 371633 results
-
Decision Reference DRN-4755331
11 Jun 2024 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-4755331 The complaint Ms T complains about the delays and poor service she received when she requested Shawbrook Bank Limited transfer her ISA to three different providers. What happened The details of this complaint are well known to both parties and the facts mostly aren’t in dispute... (3 pages)View decision -
Decision Reference DRN-4844987
11 Jun 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4844987 The complaint and what happened Mr C complains that Creation Consumer Finance Ltd lent to him irresponsibly and without carrying out proper affordability checks. He would like all the fees and charges associated with the loan refunded, as well as compensation for the length of ... (2 pages)View decision -
Decision Reference DRN-4469545
11 Jun 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4469545 The complaint This complaint is about a mortgage Mrs and Mr M hold with National Westminster Bank Plc (NatWest). Mrs and Mr M complain that NatWest told them in writing it had agreed to switch their mortgage to interest-only for six months, only to then tell them on the phone t... (3 pages)View decision -
Decision Reference DRN-4819906
11 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4819906 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and the pre-accident valuation of his car after it was deemed a total loss. What happened Mr S held a motor insurance policy, underwritten by AIL, when his car was involved in a road traffic accide... (3 pages)View decision -
Decision Reference DRN-4816019
11 Jun 2024 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4816019 The complaint This complaint is brought by the Executors of the estate of the late Mr L. The complaint is that Mr L and his late wife, Mrs L, were mis-sold an equity release mortgage in 2003 by Aviva Equity Release Limited. To settle the complaint the Executors would like Aviva... (3 pages)View decision -
Decision Reference DRN-4504669
11 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4504669 The complaint Ms D complains Royal & Sun Alliance Insurance’s settlement of her home insurance claim is unreasonable. What happened In October 2020 Ms D purchased a new home. She took out RSA home insurance. In the spring of 2022 she noticed dampness around the patio doors ... (4 pages)View decision -
Decision Reference DRN-4676473
11 Jun 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4676473 The complaint Mr O complains that Barclays gave him incorrect information about switching the fixed interest rate on his mortgage. What happened In November 2021, Mr O applied for a mortgage with Barclays and was recommended to take an initial two-year fixed interest rate. His ... (3 pages)View decision -
Decision Reference DRN-4687672
11 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4687672 The complaint Mr and Mrs R have complained about their home emergency insurer Aviva Insurance Limited because they believe it failed to complete a repair which led to damage occurring. What happened There was a leak from the guest toilet in Mr and Mrs R’s home in January 2022. ... (3 pages)View decision -
Decision Reference DRN-4834487
11 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4834487 The complaint Mr J complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost after falling victim to a scam. What happened Mr J’s complaint has been brought by a professional representative. As the account is in Mr J’s name, I’ll refer to... (5 pages)View decision -
Decision Reference DRN-4813742
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4813742 The complaint Mr and Mrs C complain about the way Accredited Insurance (Europe) Ltd (“Accredited”) has handled a claim made under their home insurance policy. Any references to Accredited in this decision include its appointed agents. What happened In January 2023, there was a ... (4 pages)View decision
