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
-
Decision Reference DRN-5106076
21 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5106076 The complaint Mr D complains that the finance agreement he signed with Santander Consumer (UK) Plc, trading as Santander Consumer Finance (Santander) was not the one he was promised. What happened In October 2023 Mr D entered into a finance agreement with Santander to fund a... (2 pages)View decision -
Decision Reference DRN-5054084
21 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5054084 The complaint Mr C complains that Bank of Scotland plc trading as Birmingham Midshires incorrectly recorded a default on his credit file. Mr C says that as a result of the default, he was declined further lending and needed to take bridging loans that were subject to higher ... (4 pages)View decision -
Decision Reference DRN-4680481
21 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4680481 The complaint Mrs K is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mrs K s... (10 pages)View decision -
Decision Reference DRN-5161422
21 Nov 2024 Avantia Insurance Limited UpheldInsuranceDRN-5161422 The complaint Mrs C and Mrs G have complained that their policy was mis-sold by Avantia Insurance Limited because it didn’t make them aware of a limit applying to accidental damage claims for carpets. This complaint was set up against AXA Insurance, but we have changed the ... (4 pages)View decision -
Decision Reference DRN-5153188
21 Nov 2024 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5153188 The complaint The estate of the late Mr T complains about the poor service received from Scottish Widows Schroder Personal Wealth Limited, trading as Schroders Personal Wealth (“SPW”). The complaint is brought on the estate’s behalf by the executor, who is also the late Mr T... (3 pages)View decision -
Decision Reference DRN-5159661
21 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5159661 The complaint Mrs D is unhappy with the service Bank of Scotland plc, trading as Halifax, provided when she transferred out her cash ISA. What happened Mrs D first completed a Cash ISA transfer request on 6 March 2024. There was a mismatch with her name initially and the tra... (3 pages)View decision -
Decision Reference DRN-5144714
21 Nov 2024 Scottish Widows Schroder Personal Wealth (ACD) Limited Not upheldInvestmentsDRN-5144714 The complaint The estate of the late Mr T complains that Scottish Widows Schroder Personal Wealth (ACD) Limited, trading as Schroders Personal Wealth (ACD), wouldn’t act on its instruction to make a payment direct to HM Revenue and Customs (“HMRC”) to pay the estate’s inheri... (3 pages)View decision -
Decision Reference DRN-5147316
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5147316 The complaint Miss R complained about Barclays Bank UK PLC (Barclays) when she attempted to switch her bank account, and the service she received. What happened I set out the background and my provisional findings to the complaint in my provisional decision, and copied here.... (3 pages)View decision -
Decision Reference DRN-5162850
21 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5162850 The complaint Mr S complains about the way Advantage Insurance Company Limited (Advantage) handled his motor insurance claim. What happened Mr S was involved in a non-fault car accident in February 2023 when his parked and unattended car was hit by a third-party driver. He ... (3 pages)View decision -
Decision Reference DRN-4991631
21 Nov 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4991631 The complaint Ms A’s complaint is that OneSavings Bank Plc trading as Kent Reliance (and referred to here as KR) has refused to remove her name from a mortgage account which is in the joint names of Ms A and her ex-husband, Mr B. Ms A is also unhappy that, rather than taking... (3 pages)View decision
