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 355536 results
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Decision Reference DRN-4897053
2 Sep 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4897053 The complaint Mr and Mrs T complain that Bank of Scotland plc trading as Halifax has been wrongly allocating the payments they made to their mortgage, resulting in underfunding. They were unhappy about how much their monthly payments had increased, as a result. What happened... (3 pages)View decision -
Decision Reference DRN-4862488
2 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4862488 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr M was told by Monzo that they were closing his account. They also lodged a fraud-related marker on his record with CIFA... (2 pages)View decision -
Decision Reference DRN-4799833
2 Sep 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4799833 The complaint Mr N complains about Computershare Investor Services Plc’s (Computershare) handling of his employee share scheme, which they administered. What happened Mr N had a save-as-you-earn (SAYE) plan and a share investment plan (SIP) through his employer, which he’d h... (2 pages)View decision -
Decision Reference DRN-4957321
2 Sep 2024 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4957321 The complaint Ms A has complained that True Potential Wealth Management LLP (TPWM) advised her to opt out of her Occupational Pension Scheme (OPS), but then subsequently declined to offer advice on whether she should transfer her (by then deferred) defined benefits from that... (7 pages)View decision -
Decision Reference DRN-4996505
2 Sep 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4996505 The complaint Mrs S has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Cred... (6 pages)View decision -
Decision Reference DRN-4871308
2 Sep 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4871308 The complaint Mr M complains that Red Sands Insurance Company (Europe) Limited (Red Sands) unfairly declined a claim for his dog, under his pet insurance policy. What happened Mr M claimed to Red Sands for treatment his dog needed. This was declined based on an exclusion fo... (5 pages)View decision -
Decision Reference DRN-4598929
2 Sep 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4598929 The complaint Mr H’s complaint is about his mortgage account held with Clydesdale Bank Plc. Mr H’s mortgage is with Yorkshire Bank Home Loans Limited, a trading name of Clydesdale. For clarity, I will refer throughout to Clydesdale. Mr H says that in April/May 2023 he lost ... (3 pages)View decision -
Decision Reference DRN-4994931
2 Sep 2024 National Westminster Bank Plc UpheldMortgagesDRN-4994931 The complaint Mr R says he wants National Westminster Bank Plc to apply a payment of Support for Mortgage Interest (“SMI”) to the repayment part only of his mortgage. Although NatWest has previously agreed to do this, Mr R says it’s never happened. What happened Mr R told us... (6 pages)View decision -
Decision Reference DRN-4882114
2 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4882114 The complaint Mr G and Mrs H complain about the service provided by Admiral Insurance (Gibraltar) Limited (“Admiral”) following a claim for a missing diamond made on their home insurance policy. Admiral are the underwriters of this policy. P... (3 pages)View decision -
Decision Reference DRN-4968449
2 Sep 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4968449 The complaint This complaint relates to a transfer of equity and re-mortgage with Barclays Bank UK PLC in 2023. Mr W believes that an early repayment charge shouldn’t have been charged when he re-mortgaged his jointly owned family home into his sole name with an associated tr... (5 pages)View decision
