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 359538 results
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Decision Reference DRN-4749224
1 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4749224 The complaint Mr and Mrs B are unhappy with how Aviva Insurance Limited (Aviva) has dealt with their travel insurance claim. Any reference to Aviva includes all its agents. What happened Mr and Mrs B have travel insurance cover alongside their bank current account. The underwri... (3 pages)View decision -
Decision Reference DRN-4745139
1 Jul 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4745139 The complaint Mr H and Miss O are unhappy that the Co-operative Bank Plc, trading as Britannia, redeemed their offset mortgage without their permission. What happened To briefly summarise: Mr H and Miss O had an offset mortgage with Britannia that was scheduled to end in July 2... (3 pages)View decision -
Decision Reference DRN-4882058
1 Jul 2024 Paymentsense Limited Not upheldBanking and PaymentsDRN-4882058 The complaint A company, which I’ll refer to as W, complains about how Paymentsense Limited (Paymentsense) dealt with two refunds that were obtained from it by a customer that W believes was a fraudster. In bringing this complaint, W is represented by its director, who I’ll ref... (3 pages)View decision -
Decision Reference DRN-4824761
1 Jul 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4824761 The complaint Mr and Mrs H have complained that the interest rate on a new mortgage deal with The Royal Bank of Scotland Plc (RBS) increased between Mr H calling to book an appointment and his appointment with the mortgage advisor. They would like the rate from the day he initi... (4 pages)View decision -
Decision Reference DRN-4721522
1 Jul 2024 U K Insurance Limited Not upheldInsuranceDRN-4721522 The complaint Mr M’s representative complains on his behalf that UK Insurance Limited (UKI) did not complete satisfactory repairs to his car after it was damaged in an incident. They also complain about the time taken to confirm liability for the incident and the service receiv... (3 pages)View decision -
Decision Reference DRN-4808644
1 Jul 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4808644 The complaint Mr and Mrs A complain that Clydesdale Bank Plc trading as Virgin Money wouldn’t allow them to port their mortgage product to a new property because of affordability when it had earlier indicated that a mortgage on the new property was affordable. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-4502896
1 Jul 2024 Topaz Finance Limited Not upheldMortgagesDRN-4502896 The complaint This complaint is about the way Topaz Finance Limited trading as Rosinca Mortgages (and referred to here as Rosinca) has administered a buy-to-let (BTL) mortgage account in the names of Mr A and Mr K. To settle the complaint, Mr K, who has dealt with the complaint... (3 pages)View decision -
Decision Reference DRN-4851757
1 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4851757 The complaint Mr S and Mr W complain that Bank of Scotland plc trading as Halifax, unfairly refused to agree to additional lending they had requested. To put matters right they want Halifax to compensate them for the cost of the unsecured borrowing they had to maintain when the... (2 pages)View decision -
Decision Reference DRN-4604373
1 Jul 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4604373 The complaint Mr D is unhappy that Sainsbury’s Bank Plc refused his claim under section 75 of the Consumer Credit Act 1974. What happened In May 2018 Mr D paid a garage, H, for some work on his car for £499 using his Sainsbury’s credit card. When the car broke down the next day... (2 pages)View decision -
Decision Reference DRN-4785174
1 Jul 2024 Greenfields Financial Management Limited UpheldInvestmentsDRN-4785174 The complaint In amongst numerous points, Mrs R complains about the management of her two Collective Retirement Accounts and Investment Savings Account portfolio by Greenfields Financial Management Limited (referred to as “Greenfields”). In summary, she says Greenfields failed ... (10 pages)View decision
