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 357004 results
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Decision Reference DRN-4462281
22 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4462281 The complaint Mrs W complains that Shawbrook Bank Limited acted unfairly and unreasonably by not upholding her complaint about a loan they provided to purchase a timeshare product. What happened In or around June 2013 (the “Time of the Sale”), Mrs W was on holiday using an exis... (4 pages)View decision -
Decision Reference DRN-4377166
22 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4377166 The complaint Mr and Mrs M complain that Bank of Scotland trading as Halifax won’t refund a transaction, and the associated fee, they didn’t make or otherwise authorise. What happened In April 2023, Mr and Mrs M went on an overseas holiday with other family members. On reviewin... (3 pages)View decision -
Decision Reference DRN-4802236
22 May 2024 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-4802236 The complaint Miss M says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (CCB), lent irresponsibly when providing her with a loan in 2023. What happened In June 2023, CCB loaned Miss M £5,000 over a 24-month term. The stated purpose of the loa... (3 pages)View decision -
Decision Reference DRN-4600855
22 May 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4600855 The complaint Mr L complains that after his interest only mortgage ended, Kensington Mortgage Company Limited kept taking monthly mortgage payments. Mr L said Kensington had no right to those, its only right was to evict him, and he wanted back the money he had paid. What happe... (4 pages)View decision -
Decision Reference DRN-4810264
22 May 2024 Saxo Capital Markets UK Limited Not upheldInvestmentsDRN-4810264 The complaint Mr S complains that Saxo Capital Markets UK Limited failed to notify him that that one of his foreign currency sub accounts was overdrawn. He went on to say that Saxo had not been clear with him that interest was being applied to that negative balance. Mr S would ... (5 pages)View decision -
Decision Reference DRN-4811066
22 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4811066 The complaint L, a limited company complains that Santander UK Plc unfairly blocked and closed it accounts. L is also unhappy that Santander took too long to release funds held in its accounts, which led to loss of business and inconvenience. L’s complaint has been brought to o... (5 pages)View decision -
Decision Reference DRN-4808356
22 May 2024 Amtrust Europe Limited UpheldInsuranceDRN-4808356 The complaint Mr P complains about how Amtrust dealt with a claim under his reclining furniture protection plan policy. Amtrust use agents to administer the policy and to assess claims. References to Amtrust include these agents. What happened Mr P had a reclining furniture pro... (6 pages)View decision -
Decision Reference DRN-4783645
22 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4783645 The complaint Mrs K complains that Nationwide Building Society (NBS) did not process a form she submitted to them requesting the removal of a party to a joint bank account. As a result, Mrs K has suffered stress, inconvenience, and upset. What happened In August 2023, Mrs K too... (3 pages)View decision -
Decision Reference DRN-4717748
22 May 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4717748 The complaint Mr B complains about how his insurer, AXA Insurance UK Plc (AXA), handled a claim under his motor insurance policy, following a collision with a third party vehicle. References to AXA in this decision include their agents. This decision covers the issues raised in... (4 pages)View decision -
Decision Reference DRN-4610823
22 May 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4610823 The complaint Mr B is unhappy that Legal and General Assurance Society Limited stopped paying benefits following his successful claim on his employer’s group income protection policy. What happened Mr B is a member of his employer’s group income protection scheme. In March 2021... (3 pages)View decision
