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 119592 results
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Decision Reference DRN-4735844
23 Apr 2024 Metro Bank PLC UpheldConsumer CreditDRN-4735844 The complaint Mr C complains that Metro Bank PLC trading as RateSetter lent irresponsibly when it approved his loan application. What happened In October 2021, Mr C applied for a £6,000 loan for home improvements with RateSetter over 60 months. In his application, Mr C said he ... (3 pages)View decision -
Decision Reference DRN-4693502
23 Apr 2024 Santander UK Plc UpheldBanking and PaymentsThe complaint Miss S complains that Santander UK Plc won’t refund the money she lost, after she fell victim to an investment scam. What happened I issued my provisional decision on this complaint on 5 March 2024. The background and circumstances of the case and the reasons why I was minded... (8 pages)View decision -
Decision Reference DRN-4716892
23 Apr 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4716892 The complaint A company, which I’ll refer to as C, complains that PayrNet Limited won’t refund a payment it didn’t make. Miss D, who is a director of C, brings the complaint on C’s behalf. ANNA Money, who C’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer... (2 pages)View decision -
Decision Reference DRN-4735835
23 Apr 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4735835 The complaint Mr C complains that Bank of Ireland (UK) Plc lent irresponsibly when it approved a loan application he made. What happened In May 2021 Mr C applied for a debt consolidation loan for £11,000with Bank of Ireland. Mr C said he was employed with an income of £33,234 a... (3 pages)View decision -
Decision Reference DRN-4676986
23 Apr 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4676986 The complaint Mr M complaints about AXA Insurance UK Plc’s handling of claims he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for th... (4 pages)View decision -
Decision Reference DRN-4757453
23 Apr 2024 Bank of Scotland Plc UpheldMortgagesDRN-4757453 The complaint Mr H and Ms S complain that Bank of Scotland plc trading as Halifax will no longer off them a deeds storage service (Deedstore). Halifax has recently closed Mr H and Ms S’ mortgage account and returned their paper title deeds to them. What happened Mr H and Ms S t... (4 pages)View decision -
Decision Reference DRN-4727493
23 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4727493 The complaint Mr B complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsible when it approved his credit card application and later increased the credit limit. What happened Mr B applied for a credit card in September 2019. In Mr B’s application, he said he ... (3 pages)View decision -
Decision Reference DRN-4676916
23 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4676916 The complaint Ms E and Mr R complained that they were pressurised into cancelling their motor insurance with First Central Underwriting Limited (“First Central”) over issues with how their “black box” policy was tracking their driving. What happened Mr R arranged a “black box” ... (3 pages)View decision -
Decision Reference DRN-4742946
23 Apr 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4742946 The complaint Mr G has complained that Advanced Payment Solutions Limited, trading as Cashplus Bank (‘Cashplus’) didn’t update his address or mobile number on his account. When he told them of this, and complained, he received no response. What happened Mr G has an account with... (2 pages)View decision -
Decision Reference DRN-4757523
23 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4757523 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) failed to repeatedly cancel card payments. What happened Mr S used a third-party finance provider to pay a bill related to the service of his car. I’ll refer to the finance provider as P and the car service merchant as ... (5 pages)View decision
