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-4801018
16 May 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4801018 The complaint Mr and Mrs G complained to Shawbrook Bank Limited about the sale of a timeshare it had financed. They say, in essence, that Shawbrook acted unfairly and unreasonably as a result. What happened In February 2014 (‘the Time of Sale’) Mr and Mrs G bought a timeshare m... (6 pages)View decision -
Decision Reference DRN-4764047
16 May 2024 Scottish Friendly Assurance Society Limited Not upheldInvestmentsDRN-4764047 The complaint Mr and Mrs G are unhappy with the service they received from Scottish Friendly Assurance Society Limited when their mortgage endowment policy matured. They also consider the amount they received from the policy is an ‘insult’ as it is less than they paid into it. ... (3 pages)View decision -
Decision Reference DRN-4782746
16 May 2024 Euroins AD UpheldInsuranceDRN-4782746 The complaint Mr R is unhappy with how Euroins AD handled his claim. What happened The background to this decision is set out under my provisional findings. In summary, Mr R lost his ring whilst away and claimed on his policy with Euroins. His claim was declined, however, there... (1 page)View decision -
Decision Reference DRN-4776642
16 May 2024 Credit Karma UK Limited Not upheldConsumer CreditDRN-4776642 The complaint Miss A complains that her Credit Karma UK Limited credit score was too low because her electoral roll registration wasn’t recorded. Miss A also complains about the service provided by Credit Karma after she highlighted the issue. What happened In October 2023 Miss... (2 pages)View decision -
Decision Reference DRN-4800453
16 May 2024 Aldermore Bank Plc Not upheldMortgagesDRN-4800453 The complaint Mr B complains Aldermore Bank Plc overlooked his request to increase his lending before it issued an offer, and then refused to change the lending once the offer had been made. Mr B wanted Aldermore to cover the extra costs this incurred, and pay substantial compe... (7 pages)View decision -
Decision Reference DRN-4725347
16 May 2024 Santander UK Plc UpheldConsumer CreditDRN-4725347 The complaint Mr L complains that Santander UK Plc approved two loans for him in 2021 irresponsibly. What happened Mr L took two loans from Santander. He was an existing current and savings account customer at the time. Loan 1 was in June 2021, for £2,500 to be repaid over 48 m... (6 pages)View decision -
Decision Reference DRN-4679135
16 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4679135 The complaint Mr S complains that Monzo Bank Ltd hasn’t refunded him the money he lost after he fell victim to what he believes was an authorised push payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (3 pages)View decision -
Decision Reference DRN-4751712
16 May 2024 Zurich Insurance PLC UpheldInsuranceDRN-4751712 The complaint Mr H is unhappy with Zurich Insurance PLC’s decision not to cover the full cost of his planned trips. What happened The background to this decision is set out under my provisional findings. To summarise, Mr H booked to go on two cruises. Both cruises were booked a... (2 pages)View decision -
Decision Reference DRN-4607870
16 May 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-4607870 The complaint Mr L complains that Lex Autolease Ltd (“Lex”) has unfairly added an end of lease charge in relation to missing services on his van. He says that all the required services were carried out. And Mr L further complains that Lex is unfairly asking for payment in relat... (3 pages)View decision -
Decision Reference DRN-4729488
16 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4729488 The complaint Mr H complains that his credit card from Bank of Scotland plc trading as Halifax (Halifax) was declined. What happened Mr H travelled to the USA on 24 June 2023 on a business trip. He went out a day early (at his own expense) to buy a 21 st present for this daugh... (3 pages)View decision
