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-4534129
22 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4534129 The complaint Mr R has complained that Nationwide Building Society won’t refund the money he lost in what he says was a scam. What happened In mid-2018, Mr R was introduced to a European property firm through an introducer. He was provided with literature, and invested £100,000... (3 pages)View decision -
Decision Reference DRN-4353993
22 Jan 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4353993 The complaint Mr M complains about the charges Mitsubishi HC Capital UK Plc (t/a Novuna Vehicle Solutions) (“NVS”) applied when he returned a car at the end of his hire agreement. Mr M is represented in his complaint. For ease of reading, any reference to Mr M refers to the tes... (4 pages)View decision -
Decision Reference DRN-4572245
22 Jan 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4572245 The complaint Mrs N has complained that Domestic & General Plc (‘D&G’) declined to settle her claim and cancelled her appliance insurance policy. What happened Mrs N said that in May 2023 her TV fell off the wall and was damaged. Mrs N had taken out an appliance insuran... (3 pages)View decision -
Decision Reference DRN-4268873
22 Jan 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4268873 The complaint Mr F has complained about the way Barclays Bank Plc (Barclays) handled his request to transfer his Individual Savings Account (ISA), from them to another ISA manager. What happened Mr F had a stocks and shares ISA account with Barclays, where the invested amount w... (3 pages)View decision -
Decision Reference DRN-4328406
22 Jan 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4328406 The complaint H and Mr D complain about the way Aviva Insurance Limited (“Aviva”) handled a claim under a Property Owners policy. What happened Your text here The circumstances of this complaint are well known to both parties, so I’ll only summarise them here. The premises ins... (2 pages)View decision -
Decision Reference DRN-4316428
22 Jan 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4316428 The complaint Miss S complained that Everyday Lending Limited (“Everyday Lending”) irresponsibly granted her a personal loan in October 2021 that she couldn’t afford to repay. What happened In October 2021, Miss S took out a loan of £6,100 over a term of 60 months, with a month... (3 pages)View decision -
Decision Reference DRN-4294040
22 Jan 2024 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-4294040 The complaint Mrs N has complained about the service she received from The Royal Bank of Scotland Plc (“RBS”) in respect of her mortgage account after her husband passed away in 2022. What happened Mrs N took this mortgage out in 2019 with Mr N. They borrowed around £80,000 on ... (4 pages)View decision -
Decision Reference DRN-4560619
22 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4560619 The complaint Mrs H and Mr H complain about the price charged by Admiral Insurance (Gibraltar) Limited (“Admiral”) to renew their home insurance policy. Mrs H has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (4 pages)View decision -
Decision Reference DRN-4302762
22 Jan 2024 Target Servicing Limited UpheldMortgagesDRN-4302762 The complaint Mr H and Mr V complain that Target Servicing Limited delayed the redemption of their help to buy shared equity loan. What happened Mr H and Mr V bought their property with the aid of a help to buy loan. A help to buy loan is a shared equity loan offered as part of... (4 pages)View decision -
Decision Reference DRN-4387677
22 Jan 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4387677 The complaint Mr B complains that Barclays Bank UK PLC wrongly reported late payments to his credit file, which means he lost the chance to move his buy to let mortgages to another lender. What happened Mr B has a portfolio of buy to let properties. Two are mortgaged with Barcl... (5 pages)View decision
