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
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Decision Reference DRN-4673739
21 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4673739 The complaint Mr P complains Bank of Scotland plc provided him with poor service in relation to his Halifax accounts. Mr P says the closure of his accounts was unfair and the comments about his behaviour in branch are false accusations. What happened Mr P held three account... (3 pages)View decision -
Decision Reference DRN-5117641
21 Nov 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5117641 The complaint Ms G complains that Volkswagen Financial Services (UK) Limited (VFS) didn’t sufficiently check before they agreed to lend to her. In bringing her complaint Ms G is represented by a third party. For ease of reading I will only refer to Ms G in my decision. What ... (3 pages)View decision -
Decision Reference DRN-4976685
21 Nov 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4976685 The complaint Mr R’s complaint against Kensington Mortgage Company Limited is that it refuses to remove a CIFAS marker it placed against him. Mr R has been represented by a third party in bringing this complaint. I will only refer to Mr R in this decision, and any reference ... (3 pages)View decision -
Decision Reference DRN-5011592
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5011592 The complaint Mr W complains that AXA Insurance UK Plc unfairly increased his motor insurance premium when he changed address. Mr W is represented in this matter by his wife, Mrs W. I’ll refer to both in my decision. What happened Mr W had an AXA car insurance policy. In Apr... (2 pages)View decision -
Decision Reference DRN-5161540
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5161540 The complaint Miss G, acting on behalf of Mr G, complains that National Westminster Bank Plc (NatWest) will not refund the money lost from Mr G’s account when Miss G was the victim of a scam. Miss G has third party access to Mr G’s account, and as the circumstances of this ... (5 pages)View decision -
Decision Reference DRN-5063546
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5063546 The complaint Miss G complains that Revolut Ltd will not refund the money she lost when she was the victim of a scam. What happened In December 2023 Miss G was contacted by someone claiming to be from another bank, N, where she and her parents held significant savings. They... (4 pages)View decision -
Decision Reference DRN-5063487
21 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5063487 The complaint Miss G complains that Barclays Bank UK PLC will not refund the money she lost when she was the victim of a scam. What happened In December 2023 Miss G was contacted by someone claiming to be from another bank, N, where she and her parents held significant savi... (4 pages)View decision -
Decision Reference DRN-5112123
21 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5112123 The complaint Ms B complains that Domestic & General Insurance PLC (DGI) won’t refund the policy premiums she paid. She’s also unhappy it hasn’t reimbursed the cost of replacing appliances that she’d insured with it. What happened Ms B took out a number of protection po... (4 pages)View decision -
Decision Reference DRN-4512670
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4512670 The complaint Miss F complains National Westminster Bank Plc unfairly closed her student account and passed her account to a debt collection agency. What happened Miss F has a representative on her complaint, but for ease I will refer to Miss F only. Miss F opened a studen... (4 pages)View decision -
Decision Reference DRN-5121792
21 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5121792 The complaint X complains about how Marshmallow Insurance Limited (Marshmallow) handled a claim under their motor insurance policy. References to Marshmallow in this decision include their agents. What happened In November 2023 X was attacked on her driveway, resulting in ... (4 pages)View decision
