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 352408 results
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Decision Reference DRN-4602973
7 Mar 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4602973 The complaint Mr and Mrs L are unhappy with the options Fairmead Insurance Limited (Fairmead) offered to settle their claim for a damaged ring. Mr and Mrs L jointly held buildings and contents insurance underwritten by Fairmead. For ease of reading, I’ll refer to Mrs L througho... (4 pages)View decision -
Decision Reference DRN-4664382
7 Mar 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4664382 The complaint Mr A has complained that Bank of Scotland plc trading as Halifax blocked a payment he was attempting to make, causing him extra costs and inconvenience. What happened I have previously issued a provisional decision regarding this complaint. The following represent... (5 pages)View decision -
Decision Reference DRN-4503169
7 Mar 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4503169 The complaint Mr and Mrs A say that Shawbrook Bank Limited (“Shawbrook”) didn’t act fairly or reasonably when considering its obligations under the Consumer Credit Act 1974 (“CCA”) in relation to two loans taken to pay for timeshares. What happened In August 2013, Mr and Mrs A ... (9 pages)View decision -
Decision Reference DRN-4621463
7 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4621463 The complaint Mr and Mrs B complain about the way that Great Lakes Insurance SE has settled a claim they made on a travel insurance policy. What happened Mr and Mrs B were due to fly abroad in April 2023. However, despite checking-in and boarding their flight, they later had to... (3 pages)View decision -
Decision Reference DRN-4256567
7 Mar 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4256567 The complaint Mr N complains that eToro (UK) Ltd didn’t properly handle a withdrawal request he made, and this caused him financial losses and inconvenience. What happened Mr N had a Contract for Differences (CFD) trading account with eToro. He made a withdrawal request for $3,... (3 pages)View decision -
Decision Reference DRN-4649851
7 Mar 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4649851 The complaint Mrs M says NewDay Ltd was responsible for the decline of several transactions she wanted to make using her credit account. What happened Mrs M said she tried to use her credit card for shopping and to pay for online purchases and bills but wasn’t able to, meaning ... (2 pages)View decision -
Decision Reference DRN-4403863
7 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4403863 The complaint Mr H gives several reasons why he’s unhappy with how Bank of Scotland trading as Halifax (BoS) treated him during his period of financial difficulty. His main concern is that it took too long for BoS to take possession of his property and that it unfairly charged ... (6 pages)View decision -
Decision Reference DRN-4589685
7 Mar 2024 ITL Mortgages Limited Not upheldMortgagesDRN-4589685 The complaint In summary, Miss D complains about the following: ITL Mortgages Limited (ITL) changed the interest rate on her mortgage from LIBOR (London Interbank Offered Rate) to another variable rate without her consent or knowledge. ITL didn’t send the letter in September ... (6 pages)View decision -
Decision Reference DRN-4604851
7 Mar 2024 Lloyds Bank PLC Not upheldConsumer CreditDRN-4604851 The complaint Miss Z complains that Lloyds Bank PLC hasn’t provided her with the service it should have when she made payments towards her loan account. What happened Miss Z had a loan with Lloyds. She says that she made two payments towards her loan but these weren’t both show... (2 pages)View decision -
Decision Reference DRN-4668771
7 Mar 2024 M & G Securities Limited Not upheldInvestmentsDRN-4668771 The complaint The estate of Mrs C complains that M&G Securities Limited (‘M&G’) failed to respond to two emails regarding M&G’s financial relationship with the late Mrs C. It says this caused additional legal work relating to an inheritance tax (‘IHT’) liability, at... (5 pages)View decision
