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 364766 results
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Decision Reference DRN-5113707
5 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5113707 The complaint Ms M is unhappy that Metro Bank PLC has decided not to refund her the £425 card payment, she says was taken as part of a scam. What happened Ms M said she provided her card details to a merchant for £45 but when she checked her statement the merchant had taken... (4 pages)View decision -
Decision Reference DRN-5182984
5 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5182984 The complaint Mr P complains Santander UK Plc (Santander) is holding him liable for unauthorised payments taken from his account. What happened The details of this complaint are well known to both parties, so I’ll only provide a brief summary of events. Mr P was arrested in ... (5 pages)View decision -
Decision Reference DRN-4865075
5 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4865075 The complaint Mr G complains that a car acquired under a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’) wasn’t of satisfactory quality. What happened In September 2023, Mr G was supplied with a used car through a conditional sale agreement with Moneyba... (3 pages)View decision -
Decision Reference DRN-5090737
5 Dec 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5090737 The complaint Mr P complains that Specialist Motor Finance Limited (“SMF”) unfairly declined his request to voluntary terminate a hire purchase agreement he had with it for a car. Mr P has been assisted by another person in bringing his complaint but for ease of reference I’... (3 pages)View decision -
Decision Reference DRN-4921140
5 Dec 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4921140 The complaint A company I’ll call W complains that Elavon Financial Services Designated Activity Company (Elavon) closed its account, without notice. It says losing its ability to process payments caused inconvenience and meant it lost sales. W is represented by a director ... (2 pages)View decision -
Decision Reference DRN-5153978
5 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5153978 The complaint Ms C and Mr C complain that Accredited Insurance Europe Ltd aren’t making a fair offer for their patio doors and that they provided poor service. What happened Ms C and Mr C held a buildings insurance policy with Accredited which covered accidental damage. In... (3 pages)View decision -
Decision Reference DRN-5183116
5 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5183116 The complaint Mr E complains that Barclays Bank UK PLC, trading as Barclaycard (Barclaycard), misinterpreted his instructions and stopped a direct debit that needed paying. What happened I issued a provisional decision on this complaint last month. An extract from that provi... (3 pages)View decision -
Decision Reference DRN-5123685
5 Dec 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5123685 The complaint Ms F and Mr M complain that The Mortgage Works (UK) Plc didn’t fairly handle an application to remove Mr M from their jointly held buy to let mortgage. What happened Ms F and Mr M, who are brother and sister, jointly held a buy to let mortgage with TMW. Mr M de... (6 pages)View decision -
Decision Reference DRN-5190037
5 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5190037 The complaint Mr H has complained about a transfer of his Phoenix Life Limited (“Phoenix”) personal pension to a small self-administered scheme (“SSAS”) in June 2014. Mr H’s SSAS was subsequently used to invest in The Resort Group – fractional hotel room ownership in Cape Ve... (9 pages)View decision -
Decision Reference DRN-5160453
5 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5160453 The complaint A limited company, which I’ll refer to as P, complains that National Westminster Bank Plc refused to accept payment to clear the arrears on one of its loans and has unfairly demanded repayment in full. P is represented by its director, Mr I. What happened P has... (4 pages)View decision
