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-4641278
27 Feb 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4641278 The complaint Ms K has complained about the way Domestic & General Insurance Plc (“D&G”) dealt with a claim she made under a household warranty. What happened I’ll summarise the main points about this complaint. Ms K had a problem with her washing machine, which was co... (3 pages)View decision -
Decision Reference DRN-4638231
27 Feb 2024 Yorkshire Building Society UpheldBanking and PaymentsDRN-4638231 The complaint Ms C complains about issues opening a savings product with Yorkshire Building Society (YBS). She would like more compensation than she has been offered. What happened The details of this complaint are well known to both parties so I won’t repeat them again here. I... (2 pages)View decision -
Decision Reference DRN-4645555
27 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4645555 The complaint Mr D complains about Admiral Insurance (Gibraltar) Limited not renewing his motor insurance policy. What happened The background to this complaint is well known to both Mr D and Admiral. In my decision, I’ll focus mainly on giving the reasons for reaching the outc... (6 pages)View decision -
Decision Reference DRN-4602701
27 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4602701 The complaint Mr S, a sole trader complains that Santander UK Plc allowed his business bank account to incur charges without telling him and failed to close his account in line with his instructions. Mr S wants Santander to write the charges off and close the account. What happ... (2 pages)View decision -
Decision Reference DRN-4450668
27 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4450668 The complaint Mrs T complains that HSBC UK Bank Plc (“HSBC”) debited a payment of £258.80 which it had initially refused to pay after her account had been closed. In the meantime, Mrs T had paid the retailer by alternative means. Mrs T is unhappy that she was chased for payment... (2 pages)View decision -
Decision Reference DRN-4613737
27 Feb 2024 Nationwide Building Society Not upheldConsumer CreditDRN-4613737 The complaint Mr P complains that Nationwide Building Society (“Nationwide”) irresponsibly granted him a loan he couldn’t afford to repay. What happened In July 2015 Mr P took out a personal loan for around £10,0000. It was used to ‘top-up’ an earlier loan. Mr P says that Natio... (2 pages)View decision -
Decision Reference DRN-4555744
27 Feb 2024 Lloyds Bank PLC Not upheldInvestmentsDRN-4555744 The complaint Mr and Mrs M’s representative complains that Lloyds Bank PLC (‘Lloyds’) sold them two investment bonds that were unsuitable for them. Mr and Mrs M would now like Lloyds to recompense them for their losses. What happened In April 1995, Mr and Mrs M took out a five ... (4 pages)View decision -
Decision Reference DRN-4315364
27 Feb 2024 Evolution Insurance Company Limited UpheldInsuranceDRN-4315364 The complaint Mrs P complains about the service provided by Evolution Insurance Company Limited after she made a claim under her landlord home care insurance policy. Mrs P has been represented in this claim and complaint by Mr P. What happened In October 2022, Mrs P took out th... (3 pages)View decision -
Decision Reference DRN-4601566
27 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4601566 The complaint Miss D complains that National Westminster Bank Plc (NatWest) won’t refund disputed transaction that occurred on her account. What happened In October 2023, Miss D complained to NatWest about a number of disputed transactions that had occurred on her account betwe... (2 pages)View decision -
Decision Reference DRN-4314448
27 Feb 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4314448 The complaint A company, which I’ll refer to as P, complains that it was mis-sold a Bounce Back Loan (BBL) by The Royal Bank of Scotland Plc, and that the bank is unfairly holding it responsible for repayment of the loan. What happened In October 2020, P successfully applied fo... (3 pages)View decision
