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-4802287
21 May 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4802287 The complaint Mr A complains about the level of service he received from Creation Financial Services Limited (Creation). What happened Mr A has a credit card with Creation and has made several complaints. Our investigator explained that part of Mr A’s complaint had been brought... (3 pages)View decision -
Decision Reference DRN-4665650
21 May 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4665650 The complaint Mr S complains that Barclays Bank UK PLC mis-sold a mortgage to him in 2019. He says Barclays applied a five-year product to his mortgage instead of the 10-year product he chose. He asks that Barclays applies the 10-year product to his mortgage. What happened Mr S... (3 pages)View decision -
Decision Reference DRN-4671855
21 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4671855 The complaint Miss C, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In November 2018, Miss C acquired a used car financed by a hire pu... (3 pages)View decision -
Decision Reference DRN-4541175
21 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4541175 The complaint Mrs R has complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim she made on her buildings insurance policy. Reference to RSA includes its agents and representatives. What happened The background to this complaint isn’t in disp... (3 pages)View decision -
Decision Reference DRN-4668461
21 May 2024 Close Brothers Limited UpheldConsumer CreditDRN-4668461 The complaint Mr B is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In October 2022, Mr B was supplied with a used car through a conditional sale agreement with Close Brothers. H... (4 pages)View decision -
Decision Reference DRN-4716878
21 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4716878 The complaint Mr S has complained about how Bank of Scotland plc “Halifax” dealt with a call, when he phoned up to ask about a payment on his account. Mr S says he was given wrong information and was passed to various different people. What happened Mr S called Halifax as he wa... (2 pages)View decision -
Decision Reference DRN-4689615
21 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4689615 The complaint Mr S complains that Nationwide Building Society accepted his application for a credit card but cancelled the application prior to the card being sent out. What happened Mr S applied for a credit card with Nationwide on two occasions in September 2023 and October 2... (3 pages)View decision -
Decision Reference DRN-4723262
21 May 2024 One Insurance Limited UpheldInsuranceDRN-4723262 The complaint Mr G complains that One Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a car that had first been registered in about 2016. Mr G acquired the car and changed its registration to... (5 pages)View decision -
Decision Reference DRN-4744487
21 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4744487 The complaint Mr L complains Nationwide Building Society (“Nationwide”) debited £30 from his account without explanation and wants the transaction refunded. Mr L also complains that Nationwide has decided to close all his accounts despite his vulnerabilities. Mr L says Nationwi... (3 pages)View decision -
Decision Reference DRN-4610090
21 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4610090 The complaint P, a limited company, complains that TSB Bank plc sent two payments to the wrong account and hasn’t provided satisfactory help to recover those payments. What happened In May and June 2023 two payments totalling more than £10,000 were made from P’s account by fast... (3 pages)View decision
