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 360264 results
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Decision Reference DRN-4274676
29 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4274676 The complaint S complains that Santander UK Plc (Santander) is refusing to refund the amount it lost as the result of two scams. S is being represented by a third party. To keep things simple, I will refer to S throughout my decision. What happened The background of this compla... (4 pages)View decision -
Decision Reference DRN-4625417
29 Feb 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4625417 The complaint Mr and Mrs L have complained about the way Great Lakes Insurance SE dealt with a claim they made under their boiler and home cover insurance policy. Mrs L has primarily dealt with the complaint so, for ease of reading, I’ll refer to her only. Reference to Great La... (3 pages)View decision -
Decision Reference DRN-4617758
29 Feb 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4617758 The complaint Ms K is unhappy with the way Acromas Insurance Company Limited (Acromas) handled her flood claim. Mr M brought the complaint on her behalf but, because she was the policyholder, I’ll refer to Ms K throughout my decision. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-4654048
29 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4654048 The complaint Mr L complains that Bank of Scotland plc trading as Birmingham Midshires has unfairly appointed Law of Property Act receivers to manage some of his rental properties. What happened Mr L has six buy-to-let properties mortgaged with Birmingham Midshires in his sole ... (5 pages)View decision -
Decision Reference DRN-4597719
29 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4597719 The complaint Mr L complains that Lloyds Bank PLC gave him incorrect information about his credit card. Mr L was told in September 2020 that the offer of 12 months 0% interest on purchases had been applied to his account, but this wasn’t done. This resulted in interest being ch... (2 pages)View decision -
Decision Reference DRN-4498617
29 Feb 2024 Fleet Mortgages Ltd Not upheldBanking and PaymentsDRN-4498617 The complaint A company, which I will refer to as ‘C’, complains that Fleet Mortgages Ltd treated its mortgage application unfairly. One of C’s directors, Mr P, brings this complaint on C’s behalf. What happened Mr P told us: Acting on C’s behalf, he applied through a broker f... (3 pages)View decision -
Decision Reference DRN-4504601
29 Feb 2024 TSB Bank plc Not upheldMortgagesDRN-4504601 The complaint Miss T is unhappy that TSB Bank plc (trading as Whistletree) unfairly increased her monthly payments on her fixed rate mortgage. What happened In October 2022, Miss T switched her mortgage to a five-year fixed rate. She says she understood her monthly payments of ... (3 pages)View decision -
Decision Reference DRN-4504458
29 Feb 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4504458 The complaint Mrs P complains that Zopa Bank Limited trading as Zopa didn’t provide her with the information or support she needed when she experienced difficulties making her loan repayments. What happened Mrs P was provided with a loan for £18,000 in July 2022. The loan was r... (3 pages)View decision -
Decision Reference DRN-4647788
29 Feb 2024 St James's Place UK plc UpheldInvestmentsDRN-4647788 The complaint Ms K complains that St James’s Place UK plc (“SJP”) delayed acting on her instructions to encash her ISA and unit trust investment. She says this led to a loss of around £4,000. She complains that SJP provided poor service and that it issued cheques rather than co... (4 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision
