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
-
Decision Reference DRN-4797704
29 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4797704 The complaint Mr H complains that Santander UK Plc (“Santander”) failed to refund transactions he didn’t recognise. What happened Mr H’s phone was stolen, and two bank transfers ( 2 x £2,000) were sent from his account to another of his own accounts held with a different bank. ... (3 pages)View decision -
Decision Reference DRN-4816528
29 May 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4816528 The complaint Mr R is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. Mr R has been represented during the claim and complaint process by Mrs R. For ease of reference... (5 pages)View decision -
Decision Reference DRN-4662728
29 May 2024 Equiniti Gateway Limited UpheldMortgagesDRN-4662728 The complaint Mr F and Mrs F complain that Equiniti Gateway Limited trading as Lenvi, gave them inaccurate information about the amount they would need to pay to redeem their Help to Buy: Equity Loan. To put matters right they would like Lenvi to honour the redemption quote it ... (3 pages)View decision -
Decision Reference DRN-4510013
29 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4510013 The complaint Mrs P is unhappy with the time it took Barclays Bank UK PLC to complete the transfer of her Additional Permitted ISA Subscriptions. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. Bu... (4 pages)View decision -
Decision Reference DRN-4822062
29 May 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4822062 The complaint Mr C complains about the way Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) handled a claim under a buildings insurance policy. Mr C is being represented in this case. For ease of reading, in this decision I’ll refer to both Mr C and his representative as “M... (4 pages)View decision -
Decision Reference DRN-4500696
29 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4500696 The complaint Mrs N complains that a chargeback she raised with Nationwide Building Society (“NBS”) wasn’t successful. She says she followed NBS’ advice, but she’s not received the refund she’s entitled to. Mrs N is represented in her complaint. For ease of reading, any referen... (5 pages)View decision -
Decision Reference DRN-4822377
29 May 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4822377 The complaint Mrs A complained about poor workmanship and delays with her home emergency claim with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mrs A contacted RSA and made a claim when she noticed her taps in the kitchen were leaking. Mrs A was unhappy wi... (2 pages)View decision -
Decision Reference DRN-4819578
29 May 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4819578 The complaint Mr M has complained about the way Startline Motor Finance Limited (SMF) administered a hire purchase agreement he’d taken out to acquire a car. What happened To summarise, Mr M entered into a hire purchase agreement with SMF in August 2022 to acquire a used car. T... (6 pages)View decision -
Decision Reference DRN-4779762
29 May 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4779762 The complaint Mr G complains about how PayPal (Europe) Sarl et Cie SCA dealt with a refund. What happened Mr G says he bought a printer for £189.99 via PayPal. He says the printer was faulty and the money was refunded to PayPal. Mr G says PayPal didn’t then send the refund to t... (2 pages)View decision -
Decision Reference DRN-4818968
29 May 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4818968 The complaint Mr D complains that Tesco Personal Finance PLC, trading as Tesco Bank, has treated him unfairly in regard to a dispute about flight baggage. What happened Mrs D is an additional cardholder on Mr D’s Tesco credit card account. In January 2023 Mrs D u... (4 pages)View decision
