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 366874 results
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Decision Reference DRN-5210086
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5210086 The complaint Mr P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5175825
16 Dec 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5175825 The complaint Mr and Mrs M have brought this complaint in their capacity as Administrators of the estate of the late Mr JM and is about the late Mr JM’s mortgage account with Barclays Bank UK PLC. Mr and Mrs M say that Barclays failed to provide them with information to enab... (3 pages)View decision -
Decision Reference DRN-4670968
16 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4670968 The complaint Mr K complains that TSB Bank plc hasn’t protected him from losing money he paid to one of its customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr ... (2 pages)View decision -
Decision Reference DRN-5213917
16 Dec 2024 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5213917 The complaint Mrs H complains TransUnion International UK Limited (TU) allowed a search on her credit file for a fraudulent application. Mr H has supported Mrs H in bringing this complaint, but I’ve just referred to her in this decision for simplicity. What happened I issu... (3 pages)View decision -
Decision Reference DRN-5211893
16 Dec 2024 Mortgage Express Not upheldMortgagesDRN-5211893 The complaint Mr and Mrs E have complained about two buy to let (“BTL”) mortgages they took out with Mortgage Express. What happened Mr and Mrs E applied for these two mortgages through two separate mortgage brokers. The mortgage offer for the first property, which I will re... (4 pages)View decision -
Decision Reference DRN-4990490
16 Dec 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4990490 The complaint Mr K is unhappy that Wise Payments Limited will not refund £3,754.14 he lost as the result of a scam. Mr K has brought his complaint to this service through a representative. For ease I will refer solely to Mr K in this decision. What happened As both parties... (4 pages)View decision -
Decision Reference DRN-5210078
16 Dec 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5210078 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5098812
16 Dec 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5098812 The complaint A company, which I’ll refer to as T, complains that Zurich Insurance PLC (Zurich) unfairly declined its claim for the theft of a vehicle under its Motor Fleet insurance policy. While there are a number of parties involved in this complaint, for ease of reading,... (3 pages)View decision -
Decision Reference DRN-4993452
16 Dec 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4993452 The complaint Mr M complains Barclays Bank UK PLC trading as Barclaycard didn’t pay him 25,000 Avios points due for his credit card usage. What happened Mr M applied for a Barclaycard Avios Plus credit card in June 2022. Mr M was given a relatively low credit limit but beg... (3 pages)View decision -
Decision Reference DRN-4949658
16 Dec 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4949658 The complaint Mr P complains that Bank of Scotland plc trading as Halifax won’t reimburse him after he lost money to an investment – that he now considers to have been a scam. What happened Mr P has explained that he was introduced to an investment opportunity, provided by a... (5 pages)View decision
