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 364422 results
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Decision Reference DRN-5156376
10 Dec 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5156376 The complaint Mr M says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to him. What happened BOI agreed a loan for Mr M on 14 May 2023. The loan was for £20,000 to be repaid in monthly instalments of £648.22 over 42 months, and the total amount owed was £27,252.24. Mr M ... (3 pages)View decision -
Decision Reference DRN-5194571
10 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5194571 The complaint Mrs W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (6 pages)View decision -
Decision Reference DRN-5199981
10 Dec 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5199981 The complaint Mr and Mrs S have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As Mr S is leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr S took out the policy i... (2 pages)View decision -
Decision Reference DRN-4430819
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4430819 The complaint Mr I is unhappy Revolut won’t refund the money he lost to a fake job scam. What happened Mr I was contacted over a popular instant messaging application by someone claiming to represent a recruitment firm. This person claimed to have jobs available with part-ti... (5 pages)View decision -
Decision Reference DRN-5029014
10 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5029014 The complaint D, a charity, complains about the way Lloyds Bank Plc closed their accounts. They say the closure disrupted the work of the charity and led to them missing out on donations. The charity is represented by a trustee, Mr S. What happened D held a Lloyds account.... (2 pages)View decision -
Decision Reference DRN-5155756
10 Dec 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5155756 The complaint Mr and Mrs Z complain that when they applied to port their existing Buy To Let mortgage with Barclays Bank UK PLC, it charged them for a valuation on the property they wanted to buy, then turned down the borrowing on grounds of affordability. What happened Whil... (3 pages)View decision -
Decision Reference DRN-5050563
10 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5050563 The complaint Mr and Mrs I complain that Bank of Scotland plc trading as Birmingham Midshires failed to tell them their monthly direct debit was insufficient to pay the interest due on their mortgage each month. As a result, the mortgage account has been underfunded and the ... (3 pages)View decision -
Decision Reference DRN-5109166
10 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5109166 The complaint Mr C complains that he wasn’t paid enough interest on his one-year fixed ISA by Santander UK Plc (Santander). What happened Mr C opened a one-year fixed rate ISA on 29 April 2023. The rate was 4.15% per annum. The funds amounted to £148,330.11 and were transfer... (3 pages)View decision -
Decision Reference DRN-4991896
10 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4991896 The complaint Mr and Mrs G are business partners. They run a business that, where relevant, I’ll refer to as T. Mr and Mrs G are unhappy about the service, they received from The Royal Bank of Scotland Plc (RBS) in 2020 and 2023, when T was experiencing financial hardship. W... (5 pages)View decision -
Decision Reference DRN-5161583
10 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5161583 The complaint Mr C complained that U K Insurance Limited (“UKI”) unfairly declined his claim for damage to his property following heavy and continuous rain. UKI were providing a home insurance policy. What happened Mr C made a telephone claim for damage to his roof following... (2 pages)View decision
