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 366874 results
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Decision Reference DRN-4692199
25 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4692199 The complaint Mr B complains about Zurich Insurance PLC’s decision to partly decline a claim made under his motor insurance policy. Any reference to Zurich includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-4547035
25 Mar 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4547035 The complaint Mr C complains that Santander Consumer (UK) Plc, trading as Santander Consumer Finance, failed to treat him with forbearance when he fell into financial difficulties, and terminated his finance agreement. He also complains that he was bullied during a phone call. ... (4 pages)View decision -
Decision Reference DRN-4705592
25 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4705592 The complaint Mr S complains about the sale of a timeshare. He says that National Westminster Bank Plc (who I’ll call NatWest) financed the purchase and that he therefore has claims against it. Mr S has brought his complaint through a representative, so references to his submis... (4 pages)View decision -
Decision Reference DRN-4685897
25 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4685897 The complaint Mr W complains that Santander UK Plc unfairly delayed his re-mortgage application and he’s lost out as a result. What happened Mr W contacted Santander by phone on 16 February 2022 to make an application to re- mortgage his property. The application was completed ... (3 pages)View decision -
Decision Reference DRN-4580185
25 Mar 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4580185 The complaint Mr M took out a personal loan with Chetwood Financial Limited, trading as Better Borrow. He is complaining about a scheduled payment not being taken on the expected date. What happened In October 2021 Mr M entered into a fixed sum loan agreement with Better Borrow... (2 pages)View decision -
Decision Reference DRN-4689722
25 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4689722 The complaint Miss R complains that esure Insurance Limited (esure) failed to update her email address, which resulted in her receiving no notification of a failed payment and the subsequent cancellation of her motor insurance policy. What happened Miss R says she changed her e... (3 pages)View decision -
Decision Reference DRN-4405630
25 Mar 2024 Nationwide Building Society Not upheldMortgagesDRN-4405630 The complaint Ms C’s complaint is about mortgage advice she was given by Nationwide Building Society in 2018. Ms C says that she was wrongly advised to extend her mortgage term in order to take out a five-year fixed interest rate product. Ms C says that this resulted in her pay... (4 pages)View decision -
Decision Reference DRN-4705200
25 Mar 2024 Lloyds Bank PLC UpheldConsumer CreditDRN-4705200 The complaint Mr W complains, on behalf of the estate of his late mother Mrs P, that Lloyds Bank Plc lent the late Mrs P a personal loan irresponsibly. What happened Mrs P took out a personal loan with Lloyds in 2010. The loan was for £7,500.00 over 84 months, with an APR of 11... (4 pages)View decision -
Decision Reference DRN-4705195
25 Mar 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4705195 The complaint Mr I complains that Scottish Widows (‘SW’) provided inconsistent fund values and failed to explain the reason. And that it failed to provide details about the monetary amount of the fees it charged on his personal pensions when asked repeatedly for this informatio... (4 pages)View decision -
Decision Reference DRN-4644507
25 Mar 2024 My Finance Club Limited Not upheldConsumer CreditDRN-4644507 The complaint Mr S complains that My Finance Club Limited (“MFC”) gave him a loan without looking at his financial situation. Mr S says that, had it made better checks, it would’ve seen he was in a desperate financial situation. What happened Mr S was advanced one loan of £400 ... (3 pages)View decision
