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 365360 results
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Decision Reference DRN-4545701
19 Feb 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4545701 The complaint Mr F complains that AA Underwriting Insurance Company Limited (“AA”) is responsible for poor service in connection with a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car. It had first been registered in... (3 pages)View decision -
Decision Reference DRN-4486557
19 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4486557 The complaint Mrs E complains that Nationwide Building Society allowed her husband to remove her name from their joint account by forging her signature. What happened Mrs E’s husband submitted a form to Nationwide in April 2023, signed by both of them, to remove Mrs E from the ... (2 pages)View decision -
Decision Reference DRN-4473626
19 Feb 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4473626 The complaint Mr T complains that HSBC UK Bank Plc didn’t provide him with the service or support it should have done when he experienced difficulties repaying his loan. What happened Mr T took out a loan with HSBC in December 2017. He had experienced some difficulties making t... (3 pages)View decision -
Decision Reference DRN-4629832
19 Feb 2024 Bank of Scotland Plc UpheldConsumer CreditDRN-4629832 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) is holding him liable for the debt on a loan which he says he neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-4588219
19 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4588219 The complaint Miss C complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened In October 2023, Miss C was contacted via a social media app. The person who contacted her said she could make extra money by Forex Tradin... (4 pages)View decision -
Decision Reference DRN-4605808
19 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4605808 The complaint Mr B is unhappy that Acromas Insurance Company Limited (AIC) refused to carry out further repairs after his roof was damaged for a second time. What happened Mr B had buildings and contents insurance underwritten by AIC. In summary, when his roof was damaged durin... (4 pages)View decision -
Decision Reference DRN-4629858
19 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4629858 The complaint Ms V complains about the way esure Insurance Limited handled a claim she made on her car insurance policy. What happened In late 2022, Ms V’s car was involved in a collision with another vehicle. Ms V made a claim on her car insurance policy, which is underwritten... (3 pages)View decision -
Decision Reference DRN-4328859
19 Feb 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-4328859 The complaint Ms S complains that she’s been treated unfairly because Paragon Bank Plc (Paragon) have declined her request to be released from a personal guarantee. What happened The background to this case is not in dispute so, I won’t repeat it in detail. Briefly: Ms S toge... (3 pages)View decision -
Decision Reference DRN-4278648
19 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4278648 The complaint Mr H and Mrs V’s complaint about Santander UK Plc (Santander) relates to its decision to decline their application for a residential mortgage. What happened Mr H and Mrs V applied for a joint residential mortgage with Santander which was declined. At that time, th... (2 pages)View decision -
Decision Reference DRN-4546265
19 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4546265 The complaint Mrs M complains that a member of staff at National Westminster Bank Plc (NatWest) deleted an app from her mobile phone, resulting in the loss of precious information. She says this has left her feeling emotionally and physically distraught. What happened Our inves... (2 pages)View decision
