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
-
Decision Reference DRN-5287790
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5287790 The complaint A company, which I’ll refer to as C, complains that an employee of Revolut Ltd made an offensive phone call to them. Ms N, who is a director of C, brings the complaint on C’s behalf. What happened In April 2024, whilst in the course of dealing with another com... (2 pages)View decision -
Decision Reference DRN-5025353
28 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5025353 The complaint Mr W complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse him money he says was taken from him as part of a fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In ... (2 pages)View decision -
Decision Reference DRN-5246160
28 Jan 2025 REDWOOD BANK LIMITED Not upheldBanking and PaymentsDRN-5246160 The complaint A, a limited company – represented by its directors Mr K1 and Mr K2 – complains that Redwood Bank Limited didn’t act fairly when A asked for a payment holiday and other forbearance in connection with its commercial mortgage. What happened Mr K1 and Mr K2 have t... (4 pages)View decision -
Decision Reference DRN-5246131
28 Jan 2025 REDWOOD BANK LIMITED Not upheldBanking and PaymentsDRN-5246131 The complaint A, a limited company – represented by its directors Mr K1 and Mr K2 – complains that Redwood Bank Limited didn’t act fairly when A asked for a payment holiday and other forbearance in connection with its commercial mortgage. What happened Mr K1 and Mr K2 have t... (4 pages)View decision -
Decision Reference DRN-5275738
28 Jan 2025 Lendable Ltd Not upheldConsumer CreditDRN-5275738 The complaint Mr R says Lendable Ltd irresponsibly lent to him. What happened Mr R took out a loan from Lendable for £1,000 over 18 months on 3 April 2024. The monthly repayments were £74.75 and the total repayable was £1,346.02. Mr R says Lendable failed to complete an affo... (3 pages)View decision -
Decision Reference DRN-5258081
28 Jan 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5258081 The complaint This complaint is about an interest-only mortgage Mr H holds with Lloyds Bank PLC. The essence of the complaint is that Mr H believes Lloyds wrongly turned down an application he made several years ago to borrow more money, and to convert the mortgage from inte... (4 pages)View decision -
Decision Reference DRN-5003289
28 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5003289 The complaint Mr B complains that TSB Bank plc terminated his Bounce Back Loan (BBL) and didn’t agree to a repayment plan, then passed the collection of the debt to an agency. What happened Mr B runs a business and in May 2020, he successfully applied for a £50,000 BBL from ... (3 pages)View decision -
Decision Reference DRN-5205096
28 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5205096 The complaint Mr H complains about how esure Insurance Limited dealt with a claim against his motor insurance policy. Reference to esure includes its agents. What happened Mr H took out motor insurance underwritten by esure and paid an additional premium for hire car cover.... (3 pages)View decision -
Decision Reference DRN-4922898
28 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4922898 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for multiple payments abroad, which he said he didn’t authorise. What happened On 6 March 2024, a new token, for a mobile payment service, was set up on Mr R’s Monzo account. To do this, the person s... (4 pages)View decision -
Decision Reference DRN-5200542
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5200542 The complaint Ms F complains about the way Bank of Scotland plc handled her claim under section 75 of the Consumer Credit Act 1974 (“section 75”). Her complaint includes that the bank did not accept and pay the claim. Bank of Scotland operates in this case under its Halifax ... (3 pages)View decision
