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-5146289
18 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5146289 The complaint Miss M is unhappy that Marks & Spencer Financial Services Plc trading as M&S Bank (‘M&S’) declined her application for a credit card when she’d been pre-approved – and then didn’t tell her why. Miss M wants to know why she was declined and for M&am... (4 pages)View decision -
Decision Reference DRN-5113494
18 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5113494 The complaint Mr G is unhappy that Lloyds Bank PLC didn’t correct an incorrect interest calculation he made when in branch to open a savings account. What happened Mr G opened a twelve-month fixed-term savings accounts with Lloyds during an in-branch appointment. The savings... (3 pages)View decision -
Decision Reference DRN-5152685
18 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5152685 The complaint Mr B has complained, with the help of a professional representative, about a transfer of his The Royal London Mutual Insurance Society Limited (Royal London) personal pension to a small self-administered scheme (SSAS) in March 2015. Mr B’s SSAS was subsequently... (12 pages)View decision -
Decision Reference DRN-5017874
18 Nov 2024 Lenvi Servicing Limited UpheldMortgagesDRN-5017874 The complaint This complaint is about a help-to-buy (HTB) loan Miss D holds, which is administered by Lenvi Servicing Limited trading as Lenvi. The essence of the complaint is that in July 2023, Miss D submitted all necessary paperwork to Lenvi, including a valuation of her ... (2 pages)View decision -
Decision Reference DRN-4663099
18 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4663099 The complaint Mrs A complains that MBNA Ltd won’t refund her for payments for beauty products and clothing. What happened Mrs A made four separate payments using her MBNA credit card to a company I’ll call ‘B’ in July 2023. The transactions were for £696... (3 pages)View decision -
Decision Reference DRN-4960227
18 Nov 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4960227 The complaint Ms C complains about the way Highway Insurance Company Limited (“HICL”) handled a claim she made on her home insurance policy for damage caused by subsidence. What happened Ms C has had a subsidence claim ongoing with HICL for a number of years. Unhappy with ho... (4 pages)View decision -
Decision Reference DRN-4623765
18 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4623765 The complaint Mr G complains about the final balance owed on an agreement he held with Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) What happened In June 2022, Mr G acquired a used car with Moneybarn using a conditional sale agreement. The purchase price of th... (3 pages)View decision -
Decision Reference DRN-5041770
18 Nov 2024 Yorkshire Building Society Not upheldMortgagesDRN-5041770 The complaint Mr and Mrs H complain about the service they received from Yorkshire Building Society (YBS) when they re-mortgaged to it from another lender. What happened In November 2023 Mr and Mrs H applied to YBS for a mortgage. The interest rate product on their mortgage ... (3 pages)View decision -
Decision Reference DRN-5038186
18 Nov 2024 Skipton Building Society Not upheldMortgagesDRN-5038186 The complaint Mr and Mrs H complain that Skipton Building Society lent them a mortgage on a property that was unsuitable security because the roof was badly damaged. What happened In January 2024 Mr and Mrs H took out a mortgage with Skipton to buy a new house. Soon after t... (3 pages)View decision -
Decision Reference DRN-5064890
18 Nov 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5064890 The complaint Mrs B complains that Tandem Home Loans Ltd gave her a secured loan without adequately checking if it was affordable. What happened In 2018, Mrs B took out a secured second charge loan with 1 st Stop Home Loans, which is now called Tandem. I will refer to Tandem... (5 pages)View decision
