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 353748 results
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Decision Reference DRN-4340861
18 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4340861 The complaint R, a limited company complains that TSB Bank plc unfairly declined its application to open a business bank account. R is represented in its complaint by a director of R, Mr K. What happened In mid-2023, R applied to open a business current account with TSB but TSB... (2 pages)View decision -
Decision Reference DRN-4640058
18 Mar 2024 Bank of Scotland Plc Not upheldInsuranceDRN-4640058 The complaint Mr H has complained that Bank of Scotland plc trading as Halifax mis-sold him a whole of life plan in 2007. Mr H is represented by his sister and deputy, Mrs W. Mrs W has also raised a complaint in respect of Mr H’s late wife, but I am not considering that issue i... (3 pages)View decision -
Decision Reference DRN-4398963
18 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4398963 The complaint Mr S has complained that Barclays Bank UK PLC wouldn’t grant him a new preferential interest rate product whilst he was renting out his residential property. What happened Mr S holds a residential mortgage with Barclays. He spoke to an adviser on 11 January 2022 a... (3 pages)View decision -
Decision Reference DRN-4487211
18 Mar 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4487211 The complaint Mr C complains about the misrepresentation of a car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited (BMW). What happened In September 2022, Mr C acquired a used car through a hire purchase agreement with BMW. The car wa... (4 pages)View decision -
Decision Reference DRN-4374625
18 Mar 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4374625 The complaint Mr L has complained that Tesco Personal Finance PLC (“Tesco”), has unfairly turned down a claim he made about something he bought using his Tesco credit card. What happened In April 2017, Mr L, along with his wife, bought membership with a holiday club called “E”.... (3 pages)View decision -
Decision Reference DRN-4689244
18 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4689244 The complaint A company which I’ll call ‘L’ complains that TSB Bank Plc wouldn’t remove a restriction from their account which had been applied incorrectly as a result of a HMRC error. The complaint is brought on L’s behalf by their director, Mr B. What happened L held a busine... (5 pages)View decision -
Decision Reference DRN-4462763
18 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4462763 The complaint Mr J complains that Shop Direct Finance Company Limited irresponsibly granted him two running account credit agreements he couldn’t afford. What happened Shop Direct gave Mr J two running credit accounts. The first was granted in January 2016 with a limit of £1,00... (3 pages)View decision -
Decision Reference DRN-4584332
18 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4584332 The complaint Mr G and Mrs G complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the service provided to them following a claim they made on their home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I ... (3 pages)View decision -
Decision Reference DRN-4630233
18 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4630233 The complaint Mr and Mrs R complain that Bank of Scotland plc trading as Halifax has treated them unfairly when they completed a product switch for a new fixed rate mortgage product. What happened Mr and Mrs R’s fixed rate mortgage product on their mortgage was due to expire on... (4 pages)View decision -
Decision Reference DRN-4644562
18 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4644562 The complaint Mr N complains that Santander UK Plc provided him with poor customer service. What happened Mr N says that he was attempting to transfer his money to a third party company, which he has done on numerous occasions, however, when he tried to make a series of payment... (2 pages)View decision
