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 354447 results
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Decision Reference DRN-5131015
17 Dec 2024 Santander UK Plc UpheldMortgagesDRN-5131015 The complaint Mr K’s complaint is about a mortgage he used to hold with Santander UK Plc. Mr K says that Santander failed to provide him with clear enough information about what would happen after his mortgage product expired in May 2024, given that the mortgage term end dat... (3 pages)View decision -
Decision Reference DRN-5216532
17 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216532 The complaint Mr C has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him fee-paying Additions and First Additions packaged bank accounts in March 1997 and April 2005. Mr C says that he was told he had to have an Additions account to have an overdraft. He also sa... (3 pages)View decision -
Decision Reference DRN-5202684
17 Dec 2024 Bank of Scotland Plc UpheldMortgagesDRN-5202684 The complaint Mr B complains that Bank of Scotland plc (trading as Intelligent Finance) wouldn’t put legal action to repossess his property on hold, despite him providing evidence that he would soon be able to repay his mortgage. He also complains that it was difficult to re... (4 pages)View decision -
Decision Reference DRN-5172297
17 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5172297 The complaint Mr J complains esure Insurance Limited (esure) have proportionally settled the claim he made under his motor insurance policy and charged an additional premium. What happened In November 2023 Mr J’s vehicle was unfortunately stolen and so he submitted a claim t... (3 pages)View decision -
Decision Reference DRN-5131282
17 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5131282 The complaint Mrs M complains about how her insurer, Liverpool Victoria Insurance Company Limited (LV) handled a claim under her motor insurance policy for the theft of her vehicle. Any reference to LV in this decision includes their agents. What happened In August 2022 Mr... (5 pages)View decision -
Decision Reference DRN-5216314
17 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5216314 The complaint Mrs B is unhappy that J.P. Morgan Europe Limited trading as Chase won’t refund the money she lost as the result of a scam. What happened On 2 December 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide an... (4 pages)View decision -
Decision Reference DRN-4767628
17 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4767628 The complaint Mrs W complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5199402
17 Dec 2024 Lloyds Bank PLC UpheldMortgagesDRN-5199402 The complaint Mr P and Mrs P disagree with the method used by Lloyds Bank PLC trading as Scottish Widows Bank to calculate interest on their offset mortgage account. They’re also unhappy that Scottish Widows stores any unused offset benefit in a non-interest bearing account ... (6 pages)View decision -
Decision Reference DRN-5179419
17 Dec 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5179419 The complaint Mr M and Mrs Z complain about how British Gas Insurance Limited (BGI) handled and settled a claim they made under their HomeCare policy following an escape of water. What happened Mr M and Mrs Z held a HomeCare policy with BGI, which includes plumbing and drai... (5 pages)View decision -
Decision Reference DRN-5213294
17 Dec 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-5213294 The complaint Mr B complains about a car he leased through a regulated hire agreement with Lex Autolease Ltd (Lex). The car broke down and ultimately required a replacement engine. Mr B is unhappy that he is being held liable for the cost of the replacement engine, plus addi... (7 pages)View decision
