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 360264 results
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Decision Reference DRN-4583012
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4583012 The complaint Mr N complains over £5,000 was transferred out of his Bank of Scotland plc trading as Halifax bank accounts without his authorisation. What happened Mr N explained several transactions totalling £5,745 occurred via the Halifax banking app from his two Halifax b... (3 pages)View decision -
Decision Reference DRN-5131143
27 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5131143 The complaint Mr M is unhappy that Vanquis Bank Limited (‘Vanquis’) didn’t stop him from exceeding his credit card limit and took a long time dealing with his complaint. Mr M would like Vanquis to put something in place to stop their customers exceeding their credit limit. ... (3 pages)View decision -
Decision Reference DRN-5020033
27 Nov 2024 Charterhouse Claims Limited Not upheldClaims ManagementDRN-5020033 The complaint Mrs M complains about Charterhouse Claims Limited (“CCL”) and their decision to chase her for a settlement fee after she received a balance reduction on her loan provided by lender B. Mrs M also complains about the way CCL has chased her for this fee. Mrs M has... (4 pages)View decision -
Decision Reference DRN-5122515
27 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5122515 The complaint Mr K complains about how Bank of Scotland plc trading as Birmingham Midshires (BM) dealt with him when he tried to make a payment to prevent his property being taken into possession. What happened Mr K has held a buy to let (BTL) mortgage with BM since 2008. He... (3 pages)View decision -
Decision Reference DRN-5090461
27 Nov 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5090461 The complaint Mr J’s complaint is about a mortgage he used to hold with National Westminster Bank Plc (NatWest). Mr J says the mortgage was mis-sold because when he took out additional borrowing on sub-accounts, NatWest failed to explain to him that because the sub-accounts... (3 pages)View decision -
Decision Reference DRN-4929610
27 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4929610 The complaint Miss W complains that Advantage Insurance Company Limited unfairly declined her motor insurance claim. What happened Miss W was involved in a car accident in December 2023. She was driving down a road at night when she turned on her car’s climate control syste... (6 pages)View decision -
Decision Reference DRN-4764216
27 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4764216 The complaint Mr D complains that Bank of Scotland plc declined his claim for a refund when goods and services he paid for with his debit card were not as described. What happened Mr D booked holiday accommodation for 14 guests though a provider, which I’ll refer to as “H”. ... (2 pages)View decision -
Decision Reference DRN-5082280
27 Nov 2024 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-5082280 The complaint Mr R’s complained – in his capacity as executor of his late mother, Mrs R’s estate – that Co-op Funeral Plans Limited failed to provide Mrs R’s funeral in line with the pre-paid funeral plan she’d bought. What happened Mrs R bought a pre-paid funeral plan from ... (3 pages)View decision -
Decision Reference DRN-5016998
27 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5016998 The complaint Mr K and Miss C’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. Due to changes in their financial circumstances they want to convert their mortgage to an interest-only basis, but Halifax will not agree to them doing so. ... (3 pages)View decision -
Decision Reference DRN-5173774
27 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5173774 The complaint Mr R has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to a task-based employment scam. What happened Mr R has used a professional representative to refer his complaint to this service. For the purposes of my decision... (5 pages)View decision
