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 364862 results
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Decision Reference DRN-4558422
14 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4558422 The complaint Mr and Mrs D complain that they booked a fixed interest mortgage rate with Barclays Bank UK PLC that they understood was valid for 180 days. But Barclays then said it was only valid for 90 days, and the new rate had been applied already, so they couldn’t change. W... (7 pages)View decision -
Decision Reference DRN-4591624
14 Feb 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4591624 Complaint Mr A has complained about loans Lloyds Bank PLC (“Lloyds”) provided to him. He says his complaint about these loans are effectively an extension of his mis-sold overdraft complaint, which a complaint about has already been upheld. Background In August 2017, Lloyds pro... (3 pages)View decision -
Decision Reference DRN-4597743
14 Feb 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4597743 The complaint Mr and Mrs M have complained that Red Sands Insurance Company (Europe) Limited unfairly refused to pay a claim under Mr M’s pet insurance policy. What happened Mr M took out a pet insurance policy with Red Sands for his dog whom I’ll refer to as J. The policy star... (2 pages)View decision -
Decision Reference DRN-4620973
14 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4620973 The complaint Mr F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) didn’t provide a fair and reasonable response to his claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare produ... (7 pages)View decision -
Decision Reference DRN-4608570
14 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4608570 The complaint Mr and Mrs D complain that a timeshare product was misrepresented to them and that the seller is in breach of contract. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mr and Mrs D say they have a claim ... (6 pages)View decision -
Decision Reference DRN-4620964
14 Feb 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4620964 The complaint Mr F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) didn’t provide a fair and reasonable response to his claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare produ... (8 pages)View decision -
Decision Reference DRN-4324885
14 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4324885 The complaint Mr T and Mrs T complain The Royal Bank of Scotland Plc didn’t do enough to protect them when they fell victim to an investment scam. What happened Mr T and Mrs T have an account with RBS. Between 11 and 13 March 2020 Mr T made five payments totalling £19,441.30 in... (2 pages)View decision -
Decision Reference DRN-4600416
14 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4600416 The complaint Mrs H and Mr H complain that Lloyds Bank PLC (Lloyds) won’t refund money they lost in an investment scam. What happened What Mrs H and Mr H say: Mrs H and Mr H are represented by a firm of solicitors. Mr H came across an advert on Facebook for an investment firm (... (8 pages)View decision -
Decision Reference DRN-4587633
14 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4587633 The complaint Mr and Mrs P, Mr P1 and Mr P2 (trading as P) are unhappy The National Farmers' Union Mutual Insurance Society Limited turned down a claim they made on their legal expenses insurance policy. As the complaint has been brought by Mrs P, for ease I’ll refer to he... (2 pages)View decision -
Decision Reference DRN-4615449
14 Feb 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4615449 The complaint Mr S has complained about the settlement offered by AA Underwriting Insurance Company Limited (‘AA’) relating to damage to contents under his home insurance policy, following a fire at his home. For the avoidance of doubt, the term ‘AA’ includes its agents, repres... (5 pages)View decision
