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 121262 results
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Decision Reference DRN-4374134
15 Jan 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4374134 The complaint Ms R complains that Sainsburys Bank Plc has not met its obligations in regard to a transaction she made on her credit card to purchase timeshare relinquishment services. What happened In May 2021 Ms R’s representatives say she paid on her credit card a total of £6... (3 pages)View decision -
Decision Reference DRN-4367463
15 Jan 2024 Nationwide Building Society UpheldConsumer CreditDRN-4367463 The complaint Mr and Mrs N are unhappy because Nationwide Building Society recorded late payment markers on their credit file. What happened Mr and Mrs N took out a loan with Nationwide in April 2019. The term of the loan was 32 months, meaning the loan was due to be redeemed i... (3 pages)View decision -
Decision Reference DRN-4523864
15 Jan 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4523864 The complaint Mr C has a number of complaints against Monzo Bank Ltd. He says Monzo: irresponsibly lent him a loan. Didn’t block gambling transactions even though he applied a gambling block to his account. Provided poor customer service in the way it handled his complaint. ... (3 pages)View decision -
Decision Reference DRN-4425984
15 Jan 2024 Next Retail Limited UpheldConsumer CreditDRN-4425984 The complaint Mr S complains that Next Retail Limited trading as Next Online irresponsibly gave him a running account credit agreement he couldn’t afford. What happened Mr S was given a catalogue shopping account with Next in March 2005, his credit limit was decreased in Novemb... (3 pages)View decision -
Decision Reference DRN-4378583
15 Jan 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4378583 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) misled him over an entitlement to Avios points. He would like 100,000 points and compensation. He would also like Barclays to review its email system to ensure others are not affected in the same way. What happen... (2 pages)View decision -
Decision Reference DRN-4453726
15 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4453726 The complaint Ms M complains that Admiral Insurance (Gibraltar) Limited unfairly declined her motor insurance claim and tried to recover third-party costs from her. What happened In October 2019, Ms M’s car was taken from her driveway by a family member who was not insured to d... (3 pages)View decision -
Decision Reference DRN-4434281
15 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4434281 The complaint Mr G complains about U K Insurance Limited trading as Churchill (“UKI”) and the service they provided when he attempted to make a claim on his motor insurance policy for damage caused to his sister’s car when he was driving. What happened The circumstances of the ... (4 pages)View decision -
Decision Reference DRN-4441991
15 Jan 2024 PayrNet Limited UpheldBanking and PaymentsDRN-4441991 The complaint Z, a limited company, complains PayrNet Limited unfairly blocked and closed its account, and failed to return its funds. What happened Z opened an account with G, an agent of PayrNet for which they are responsible. For ease of reference, I’ll refer to PayrNet from... (3 pages)View decision -
Decision Reference DRN-4515681
15 Jan 2024 Standard Life Assurance Limited UpheldPensions and AnnuitiesDRN-4515681 The complaint Mr H complains about incorrect information from Standard Life Assurance Limited (SL) What happened Mr H said he had been given incorrect information about the charges on his pension. He knew there was a discount but had been told this was 0.74%, 0.81% and 0.66%. H... (3 pages)View decision -
Decision Reference DRN-4271757
15 Jan 2024 Home in One Financial Services Limited UpheldMortgagesDRN-4271757 The complaint Ms K has complained about poor customer service she received from her mortgage broker, Mortgage Matters Direct, represented by Home in One Financial Services Limited, and referred to here as MMD. Ms K wants MMD to compensate her for financial loss, distress and in... (3 pages)View decision
