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-4720965
20 May 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4720965 The complaint Mr Z complains that Lloyds Bank PLC unfairly registered a default on his credit file. What happened Mr Z had bought a fridge using his Lloyds credit card, but he says the fridge was faulty, so he tried to raise a chargeback with Lloyds. The money was refunded, but... (2 pages)View decision -
Decision Reference DRN-4721379
20 May 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4721379 The complaint Mr K and Mrs K have complained that The National Farmers' Union Mutual Insurance Society Limited (NFU) provided a quote to them to take out a home insurance policy, but then declined to provide that cover. As Mr K mainly seemed to deal with the complaint, for... (3 pages)View decision -
Decision Reference DRN-4727167
20 May 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4727167 The complaint Mr P complains of many instances of poor customer service from Yorkshire Building Society (YBS) following an initial enquiry about interest rates. What happened After difficulties online and in branch, Mr P opened an account with YBS in May 2023. He experienced is... (3 pages)View decision -
Decision Reference DRN-4777426
20 May 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4777426 The complaint Mr L complains about Inter Partner Assistance SA (“IPA”) and their lack of assistance after his car broke down. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list them chronologically in detail. But to sum... (3 pages)View decision -
Decision Reference DRN-4790354
20 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4790354 The complaint Mrs W and Mr W complain about AXA Insurance UK Plc (“AXA”) and the service they received after they made a claim on their home insurance policy. Mr W acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer t... (3 pages)View decision -
Decision Reference DRN-4509700
20 May 2024 Step One Finance Limited Not upheldMortgagesDRN-4509700 The complaint Mr J complains about the way Step One Finance Limited handled his application for a second charge consumer buy-to-let mortgage, which they ultimately declined. What happened On 21 June 2023 Mr J applied to Step One for a secured loan of £55,000 to consolidate exis... (3 pages)View decision -
Decision Reference DRN-4627097
20 May 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4627097 The complaint Mr U complains Nationwide Building Society (Nationwide) provided poor customer service when he attempted to answer security questions to unblock his credit card account. What happened Mr U says he was overseas on holiday in late September 2023 and Nationwide block... (2 pages)View decision -
Decision Reference DRN-4787260
20 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4787260 Complaint Mr J has complained about an overdraft that Bank of Scotland Plc (trading as “Halifax”) provided to him. He says the overdraft he was provided with, which was then had its limit increased, was unaffordable for him and he was allowed to continue using even when he was ... (3 pages)View decision -
Decision Reference DRN-4800868
20 May 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4800868 Complaint Mr S complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the agreement was unaffordable. Background In June 2021, BMF provided Mr S with finance for a used car. The cash price of the vehicle was £11,74... (2 pages)View decision -
Decision Reference DRN-4763549
20 May 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4763549 Complaint Miss D has complained about a credit card and subsequent credit limit increases that HSBC UK Bank Plc (“HSBC”) provided to her. She says the credit card and limit increases were not affordable for her and so shouldn’t have been provided. Background HSBC provided Miss ... (4 pages)View decision
