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 381082 results
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Decision Reference DRN-5031434
9 Oct 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5031434 The complaint Mr S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with Mr S under Section 140A of the Consumer Credit Act... (6 pages)View decision -
Decision Reference DRN-4987563
9 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4987563 The complaint Mr F and Mrs F have complained that an engineer working for Accredited Insurance (Europe) Ltd (‘Accredited’) caused damage to their home while dealing with a claim under a home emergency policy. As Mr F mainly seemed to deal with the claim and complaint, for e... (3 pages)View decision -
Decision Reference DRN-4962473
9 Oct 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4962473 The complaint Mr G is unhappy with the time it took for his claim to be progressed to resolution and with the way the claim was handled by Watford Insurance Company Europe Limited (“Watford Insurance”) under his motor insurance policy. What happened Following damage to his c... (2 pages)View decision -
Decision Reference DRN-4969696
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4969696 The complaint Mr D complains that Santander UK Plc (Santander) won’t refund the money he lost in an investment scam. Mr D is being represented by a third-party representative, but I’ll refer to Mr D only, for ease of reading. What happened The circumstances that led to thi... (3 pages)View decision -
Decision Reference DRN-5001363
9 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5001363 The complaint Mr E complains that The Royal Bank of Scotland Plc (“RBS”) passed his debt to a debt collection agency. What happened Mr E holds an account with RBS. Due to Mr E’s financial circumstances, he hasn’t made payments to the account for some time. On 1 November 2023... (3 pages)View decision -
Decision Reference DRN-4969943
9 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4969943 The complaint Mrs M complains that Lloyds Bank Plc (Lloyds) won’t refund money she lost in an investment scam. Mrs M is represented by a third-party, but for ease of reading I’ll refer only to Mrs M. What happened Mrs M says she invested in a company after her daughter told... (3 pages)View decision -
Decision Reference DRN-5033273
9 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5033273 The complaint Miss P complains that Santander UK Plc deleted her telephone banking credentials due to an error on its part and that this caused her considerable trouble in getting the issue resolved. What happened In April 2024 Miss P spoke to Santander about a direct debit ... (2 pages)View decision -
Decision Reference DRN-5066223
9 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5066223 The complaint Mr J complains about the verification process used by Nationwide Building Society when he called to discuss a blocked payment. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: In April 202... (4 pages)View decision -
Decision Reference DRN-4969940
9 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-4969940 The complaint Mr H complains that Royal London Mutual Insurance Society Limited (RL) acted unfairly in administering his pension policy. He complains about: the time it took RL to process his transfer, as the value of his pension fell significantly in the interim. his fu... (7 pages)View decision -
Decision Reference DRN-4628095
9 Oct 2024 Listers Group Limited Not upheldConsumer CreditDRN-4628095 The complaint Mr F is unhappy that, when he was supplied with a car by Listers Group Limited trading as Listers Toyota, the invoice and subsequent finance agreement were incorrect. What happened In July 2023, Mr F was supplied with a used car through a hire purchase agreeme... (4 pages)View decision
