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 360982 results
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Decision Reference DRN-5132208
8 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5132208 The complaint Mr W through professional representatives has complained about the transfer of his The Royal London Mutual Insurance Society Limited personal pension to a small self- administered scheme (“SSAS”) in July 2014. Mr W’s SSAS was subsequently used to invest in an o... (8 pages)View decision -
Decision Reference DRN-5105456
8 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5105456 The complaint Mr S complains about how Lloyds Bank PLC (Lloyds) treated him when he made three phone calls to them on a particular day. As a resolution, Mr S wanted an apology and compensation What happened In August 2024, Mr S telephoned Lloyds to ask questions about a rece... (2 pages)View decision -
Decision Reference DRN-5128896
8 Nov 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5128896 The complaint Mr R complains Shawbrook Bank Limited (the “Lender”) acted unfairly and unreasonably by declining to honour a claim he brought under section 75 of the Consumer Credit Act 1974 (“CCA”), in relation to the purchase of a timeshare product financed by the Lender in... (10 pages)View decision -
Decision Reference DRN-5038428
8 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5038428 The complaint Ms S complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint i... (5 pages)View decision -
Decision Reference DRN-5108150
8 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5108150 The complaint Mr and Mrs C’s complaint arises out of their home emergency insurance policy with British Gas Insurance Limited. Mr C has been the main correspondent on the file, so I will refer to him throughout the decision. What happened Mr C contacted British Gas in Novem... (7 pages)View decision -
Decision Reference DRN-5134863
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5134863 The complaint Mr H complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has an account with Revolut which he opened in 2019. He says he originally opened it so he had an account that he’d be able to use when over... (3 pages)View decision -
Decision Reference DRN-5041575
8 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5041575 The complaint Mr O complains that Santander UK Plc hasn’t shown understanding and compassion. The term of his interest only mortgage has expired. Mr O asks that Santander allows him time to recover investments lost in the 2008 financial crash and applies a lower interest rat... (3 pages)View decision -
Decision Reference DRN-5134464
8 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-5134464 The complaint Mr A and Mrs G complain that Santander UK Plc led them to believe they’d be able to change their mortgage to interest-only, which they later found was incorrect. Santander has now declined their request, which Mr A and Mrs G think is unfair. What happened Mr A ... (5 pages)View decision -
Decision Reference DRN-4808847
8 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4808847 Complaint Miss N is unhappy that Bank of Scotland plc trading as Halifax didn’t reimburse her after she lost money in what she now believes was a scam Background In October 2020, Miss N came across an advert on social media from a company, referred to here as “Q,” which prom... (2 pages)View decision -
Decision Reference DRN-5064095
8 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5064095 The complaint Mrs T complains that NewDay Ltd trading as Aquacard have irresponsibly lent to her. Mrs T is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made b... (4 pages)View decision
