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 353100 results
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Decision Reference DRN-4627094
12 Mar 2024 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4627094 The complaint Mrs H says Studio Retail Limited, trading as Studio (“Studio”), irresponsibly lent to her. She has requested that the interest and late payment charges she paid on three accounts be refunded. What happened Mrs H complained about three accounts. Our investigator ha... (3 pages)View decision -
Decision Reference DRN-4552374
12 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4552374 The complaint Mr L and Ms V complain that National Westminster Bank Plc did not send Ms V a replacement debit card. What happened Mr L and Ms V have a joint account with NatWest. As Ms V’s debit card was due to expire in June 2021, a new debit card was ordered for her, and NatW... (3 pages)View decision -
Decision Reference DRN-4676474
12 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4676474 The complaint Mr H complains about AXA Insurance UK Plc’s handling of a subsidence claim made under his buildings insurance policy. Any reference to AXA includes the actions of its agents. What happened Mr H holds buildings insurance cover with AXA. He made a subsidence claim i... (3 pages)View decision -
Decision Reference DRN-4673612
12 Mar 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4673612 The complaint Mr A is unhappy that Santander Consumer (UK) plc trading as Santander Consumer Finance have reinstated a conditional sale agreement he had with them. What happened On 11 May 2021, Mr A was supplied with a used car through a conditional sale agreement with Santande... (5 pages)View decision -
Decision Reference DRN-4558117
12 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4558117 The complaint Ms G complains that Santander UK Plc do not have efficient security controls in place. What happened Ms G says that making a transfer with Santander is a nightmare as their software does not recognise existing accounts as safe to send funds to, and they have block... (3 pages)View decision -
Decision Reference DRN-4605063
12 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4605063 The complaint Mr B complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to provide him with a one-time passcode to enable him to access his online accounts. What happened Mr B says he holds three online accounts with Virgin, one of which is an individual saving... (3 pages)View decision -
Decision Reference DRN-4541681
12 Mar 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4541681 The complaint Mr C complains that Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (“HLAM”) has changed the nature of investments that he holds with the firm without his permission. And he complains that HLAM has failed to provide him with sufficientl... (4 pages)View decision -
Decision Reference DRN-4676451
12 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4676451 The complaint Mrs T complains that One Insurance Limited didn’t deal with a claim she made under her home emergency policy. One Insurance is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As One Insurance has accepted... (4 pages)View decision -
Decision Reference DRN-4552098
12 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4552098 The complaint Mr A complains that HSBC UK Bank Plc charged an interest penalty to his fixed rate saver account when he withdrew the funds early. What happened Mr A opened a one-year fixed rate saver account in February 2023 with a deposit of £402,000. In August 2023, six months... (3 pages)View decision -
Decision Reference DRN-4391153
12 Mar 2024 Responsible Life Limited Not upheldMortgagesDRN-4391153 The complaint Mr L complains about how Responsible Life Limited (RL) handled his application for a further advance on his lifetime mortgage. What happened Mr L met with RL in early 2023 to discuss raising additional funds on his existing lifetime mortgage. An application was su... (3 pages)View decision
