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 362195 results
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Decision Reference DRN-5113144
21 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5113144 The complaint Mr O complains that National Westminster Bank Plc (“NatWest”) didn’t give him an overdraft facility on his new account. He says that, as a result, he was unable to pay a debt and his credit score has suffered. What happened Mr O held an account with a third-pa... (3 pages)View decision -
Decision Reference DRN-4664328
21 Nov 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4664328 The complaint Miss K complains that Moneybarn No. 1 Limited supplied her with a car that wasn’t of satisfactory quality under a conditional sale agreement. What happened In March 2023, Miss K acquired a used car financed by a conditional sale agreement from Moneybarn. The ca... (2 pages)View decision -
Decision Reference DRN-5102826
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5102826 The complaint Miss D complains that Revolut Ltd have failed to refund £1,800 she says she lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. ... (2 pages)View decision -
Decision Reference DRN-5001202
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5001202 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In October 2023 Mr B was ... (3 pages)View decision -
Decision Reference DRN-5106076
21 Nov 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5106076 The complaint Mr D complains that the finance agreement he signed with Santander Consumer (UK) Plc, trading as Santander Consumer Finance (Santander) was not the one he was promised. What happened In October 2023 Mr D entered into a finance agreement with Santander to fund a... (2 pages)View decision -
Decision Reference DRN-5054084
21 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5054084 The complaint Mr C complains that Bank of Scotland plc trading as Birmingham Midshires incorrectly recorded a default on his credit file. Mr C says that as a result of the default, he was declined further lending and needed to take bridging loans that were subject to higher ... (4 pages)View decision -
Decision Reference DRN-4680481
21 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4680481 The complaint Mrs K is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mrs K s... (10 pages)View decision -
Decision Reference DRN-5161422
21 Nov 2024 Avantia Insurance Limited UpheldInsuranceDRN-5161422 The complaint Mrs C and Mrs G have complained that their policy was mis-sold by Avantia Insurance Limited because it didn’t make them aware of a limit applying to accidental damage claims for carpets. This complaint was set up against AXA Insurance, but we have changed the ... (4 pages)View decision -
Decision Reference DRN-5153188
21 Nov 2024 Scottish Widows Schroder Personal Wealth Limited Not upheldInvestmentsDRN-5153188 The complaint The estate of the late Mr T complains about the poor service received from Scottish Widows Schroder Personal Wealth Limited, trading as Schroders Personal Wealth (“SPW”). The complaint is brought on the estate’s behalf by the executor, who is also the late Mr T... (3 pages)View decision -
Decision Reference DRN-5159661
21 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5159661 The complaint Mrs D is unhappy with the service Bank of Scotland plc, trading as Halifax, provided when she transferred out her cash ISA. What happened Mrs D first completed a Cash ISA transfer request on 6 March 2024. There was a mismatch with her name initially and the tra... (3 pages)View decision
