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 125400 results
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Decision Reference DRN-4479419
31 May 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4479419 The complaint Mr C complains, in his capacity as executor of Ms S’s estate, that National Savings and Investments negligently allowed Ms S’s funds to be paid to an incorrect account with a bank, then failed to properly assist him in recovering the money. I acknowledge that Mr C... (4 pages)View decision -
Decision Reference DRN-4545355
31 May 2024 Lendable Ltd UpheldConsumer CreditDRN-4545355 The complaint Ms P complains that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend (“Autolend”) was of an unsatisfactory quality. What happened In October 2022, Ms P was supplied with a used car through a hire purchase agreement with A... (4 pages)View decision -
Decision Reference DRN-4826862
31 May 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4826862 The complaint Miss W’s complaint is about delays she encountered during a re-mortgage application with Barclays Bank UK PLC. Miss W believes the delays meant she ended up having to apply to her existing lender for a new interest rate product, which had a higher rate associated ... (4 pages)View decision -
Decision Reference DRN-4793899
31 May 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4793899 The complaint Miss A complains that Bank of Scotland plc trading as Halifax should pay more compensation than offered so far in connection with its admitted poor service concerning mistakes made when she tried to set up a standing order (‘STO’). What happened In brief outline, ... (4 pages)View decision -
Decision Reference DRN-4624233
31 May 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4624233 The complaint Mr B has complained about Bastion Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his home appliance insurance policy. Any reference to Bastion includes any agents that it is responsible for unless specified. What happened Mr B ... (2 pages)View decision -
Decision Reference DRN-4812303
31 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4812303 The complaint Miss I complains that Monzo Bank Ltd did not refund the payments she lost to a scam. What happened Miss I was contacted on an employment website with a job opportunity. It was in hotel booking management and she would need to pay deposits to book hotel rooms. In o... (5 pages)View decision -
Decision Reference DRN-4795290
31 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4795290 The complaint Mr and Mrs W complain that Santander UK Plc (Santander) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs W are being represented by a third party. To keep things simple, I will refer to Mr and Mrs W throughout my decision. What h... (4 pages)View decision -
Decision Reference DRN-4821035
31 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4821035 The complaint Mr and Mrs J have complained that AXA Insurance UK Plc declined a claim they made on their buildings insurance policy. Mrs J has primarily dealt with things so, for ease of reading, I’ll refer to her only. What happened The circumstances of this complaint aren’t i... (6 pages)View decision -
Decision Reference DRN-4622198
31 May 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4622198 The complaint Mr I complains that Metro Bank PLC provided poor customer service during a withdrawal in branch. They also closed his account. Mr I would like compensation. What happened Mr I had an account with Metro. Mr I said he wanted to withdraw £2,000 and went into branch o... (3 pages)View decision -
Decision Reference DRN-3938839
31 May 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3938839 The complaint Mrs J has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (... (5 pages)View decision
