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 380824 results
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Decision Reference DRN-4902998
19 Sep 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4902998 The complaint Mrs K has complained that The Royal Bank of Scotland Plc didn’t explain at the outset that her mortgage was on an interest only basis and not on a part repayment and interest only basis as she believed. Mrs K has also complained that because The Royal Bank of S... (7 pages)View decision -
Decision Reference DRN-5029489
19 Sep 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5029489 The complaint Mrs E’s complaint is about DAS Legal Expenses Insurance Company Limited’s handling of a claim made under the home emergency insurance section of her home insurance policy. DAS is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns... (7 pages)View decision -
Decision Reference DRN-4991021
19 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4991021 The complaint Mr A complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr A has previously been represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5026181
19 Sep 2024 Evergreen Finance London Limited UpheldConsumer CreditDRN-5026181 The complaint Mrs F complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with loans without properly checking her finances. Mrs F has also said that she’s now had to stop working following treatment for cancer and she doesn’t thin... (7 pages)View decision -
Decision Reference DRN-5030541
19 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5030541 The complaint Mr H complains that he was discriminated against on the grounds of his race during a branch visit at Santander UK Plc. What happened Mr H says he visited a branch of Santander to pay cash into an account via an Automated Teller Machine (ATM), but he was unable ... (5 pages)View decision -
Decision Reference DRN-5014782
19 Sep 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5014782 The complaint Mr and Mrs W complain that The Co-operative Bank Plc (the Co-op) is refusing to refund them the amount they lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In... (2 pages)View decision -
Decision Reference DRN-5030216
19 Sep 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5030216 The complaint Mr W has complained about the amount Tesco Underwriting Limited offered him in settlement of his claim under his motor Insurance policy after his vehicle was damaged. Mr W also complained about the fact the upgraded courtesy car that Tesco arranged for him was ... (4 pages)View decision -
Decision Reference DRN-4944097
19 Sep 2024 Wakam Not upheldInsuranceDRN-4944097 The complaint Mr W complains Wakam unfairly declined a claim against his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What I’ve decided... (2 pages)View decision -
Decision Reference DRN-5025905
19 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5025905 The complaint Mr A complains that Nationwide Building Society declined a card payment he tried to make, and they did not provide the reasonable adjustment he asked them for. What happened Mr A says that on 28 March 2024 he raised a formal complaint against Nationwide. This w... (5 pages)View decision -
Decision Reference DRN-4987381
19 Sep 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4987381 The complaint Mr M complains Domestic & General Insurance Plc unfairly declined a claim he made on his appliance warranty for a faulty washing machine. What happened In January 2024 Mr M took out his appliance insurance cover through D&G which was set to start on 14 ... (2 pages)View decision
