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 125299 results
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Decision Reference DRN-4767130
30 Apr 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4767130 The complaint Miss S complains National Savings and Investments (NS&I) altered details related to her nominated premium bond account, cut her off twice when she was speaking on the telephone and did not provide statements online. What happened I sent the parties a provision... (4 pages)View decision -
Decision Reference DRN-4772635
30 Apr 2024 One 77 Mortgages Limited UpheldMortgagesDRN-4772635 The complaint Mr R and Miss B’s complaint is about advice they received from One 77 Mortgages Limited trading as 177 Mortgages to apply for a mortgage that they later discovered they were not eligible for. This meant that the mortgage offer was withdrawn very late in the proce... (7 pages)View decision -
Decision Reference DRN-4490496
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4490496 The complaint This complaint is brought by Ms A as representative of a partnership. Mr and Mrs J are the partners and I will refer to the partnership as JAJ throughout for ease of reference. JAJ has complained about the poor service they received from Barclays Bank UK PLC. In p... (5 pages)View decision -
Decision Reference DRN-4742046
30 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4742046 The complaint Mr P complains that Monzo Bank Ltd irresponsibly gave him a credit card account that he couldn’t afford to repay What happened Mr P held a current account with Monzo. In February 2022, he applied for a credit card that would be linked to his current account. Monzo... (6 pages)View decision -
Decision Reference DRN-4746361
30 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4746361 The complaint Mr M’s complaint is about the Mortgage Current Account (MCA) linked to his residential mortgage account with Barclays Bank UK PLC. Because of errors made by Barclays in reducing the MCA limit, adverse information was recorded on Mr M’s credit file. Barclays has ag... (3 pages)View decision -
Decision Reference DRN-4767972
30 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4767972 The complaint Miss B complains she was mis-sold a basic account when she visited a branch of Barclays Bank UK PLC to open a ‘Rainy Day’ savings account, and wasn’t provided with this latter Account. What happened I sent the parties a provisional decision in March 2024, in which... (4 pages)View decision -
Decision Reference DRN-4594374
30 Apr 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4594374 The complaint Ms B, Mr H and Mr N complain about the price charged by Arch Insurance (UK) Limited (“Arch”) to renew their commercial property insurance policy. Mr N has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any... (3 pages)View decision -
Decision Reference DRN-4724732
30 Apr 2024 QIC Europe Ltd UpheldInsuranceDRN-4724732 The complaint Mr S complains about how QIC Europe Ltd (“QIC”) dealt with a claim he made on his buildings and contents insurance policy following a fire at his home. What happened Mr S has a Policy Expert Home Select policy with QIC that began on 9... (9 pages)View decision -
Decision Reference DRN-4771785
30 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4771785 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) is holding him liable for transactions on his account which he didn’t authorise. What happened On 3 April 2024, I issued my provisional decision on this complaint. I wanted to give bo... (3 pages)View decision -
Decision Reference DRN-4732851
30 Apr 2024 Shawbrook Bank Limited UpheldInvestmentsDRN-4732851 The complaint Mr K complains that Shawbrook Bank Limited (“Shawbrook”) failed to deal with the maturity of a fixed rate savings bond in a timely manner. What happened I issued a provisional decision on this complaint in March 2024. In that decision I explained why I thought the... (7 pages)View decision
