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-5154065
20 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5154065 The complaint C complains that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim they made on their commercial property insurance policy. Reference to RSA includes its agents. What happened C holds a commercial insurance policy with RSA. When a new t... (3 pages)View decision -
Decision Reference DRN-4924700
20 Nov 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4924700 The complaint Mr R says Bank of Scotland plc, trading as Halifax, were unreasonable to reject a claim he made to them under section 75 of the Consumer Credit Act 1974 (Section 75). What happened Mr R commissioned an independent inspection report from a company I’ll call ‘Z’ ... (2 pages)View decision -
Decision Reference DRN-4795482
20 Nov 2024 FCE Bank Plc Not upheldConsumer CreditDRN-4795482 The complaint Mr M complains about the quality of a new car he acquired through a hire purchase agreement with FCE Bank Plc trading as Ford Credit (‘Ford Credit’). He says that the car has had several faults and so it’s not of satisfactory quality. Mr M wanted to reject the ... (5 pages)View decision -
Decision Reference DRN-4969783
20 Nov 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-4969783 The complaint Mr P is unhappy that Pinnacle Insurance Plc is transferring his income protection insurance policy to another provider. What happened Mr P’s income protection policy is being transferred from Pinnacle to another provider. Mr P doesn’t want this and the policy w... (3 pages)View decision -
Decision Reference DRN-5068448
20 Nov 2024 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5068448 The complaint Mrs W complains on behalf of herself and her husband, Mr W, about the service they received from Paragon Bank Plc (“Paragon”) when attempting to open up ISA’s with it. In particular, they are unhappy about Paragon’s identification and verification (ID&V) re... (4 pages)View decision -
Decision Reference DRN-4947916
20 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4947916 The complaint Miss L complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss she suffered when she sent money to its customer’s accounts as the result of an alleged scam. Miss L has used a representative to bring her complaint, but for ea... (4 pages)View decision -
Decision Reference DRN-5097013
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5097013 The complaint G, a limited company, has a secured commercial loan with National Westminster Bank Plc. Its directors, Mr and Mrs G, bring this complaint on the company’s behalf. They complain that NatWest hasn’t treated the company fairly and it has taken an unreasonable appr... (3 pages)View decision -
Decision Reference DRN-4717013
20 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4717013 The complaint Mr H complains that The Royal Bank of Scotland Plc (RBS) didn’t do enough to protect him when he made two payments to two separate property investment opportunities he now considers were scams. What happened In May 2018 Mr H paid £10,000 towards a property deve... (2 pages)View decision -
Decision Reference DRN-5056217
20 Nov 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5056217 The complaint Miss I complains eBay Commerce UK Ltd won’t pay money out to her. What happened Miss I was selling items on eBay Marketplace and was told her account had been suspended. Miss I was asked to send in identification, which she did. eBay Commerce then told Miss ... (2 pages)View decision -
Decision Reference DRN-4973990
20 Nov 2024 OneSavings Bank Plc Not upheldMortgagesDRN-4973990 The complaint This complaint is brought by Mr B in his capacity as director of a limited company I will refer to as ADB. Mr B is unhappy that OneSavings Bank Plc trading as Kent Reliance (and referred to here as KR) declined the company’s mortgage application. Mr B says he ... (3 pages)View decision
