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 128312 results
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Decision Reference DRN-4912405
16 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4912405 The complaint Ms B is unhappy that National Westminster Bank Plc (“NatWest”) didn’t enable her to invest the amount she wanted to invest into a fixed-term savings account, and with the service she received surrounding this matter. Summary of what happened Ms B set up a fixed... (3 pages)View decision -
Decision Reference DRN-4590030
16 Jul 2024 Landmark Mortgages Limited UpheldMortgagesDRN-4590030 The complaint Miss K complains about how Landmark Mortgages Limited handled a problem with payments made to the unsecured loan linked to her mortgage. What happened Miss K took out a “Together” mortgage with the former Northern Rock many years ago. A Together mortgage consis... (3 pages)View decision -
Decision Reference DRN-4855759
16 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4855759 The complaint Miss D complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly allowed her to open an unaffordable credit card account. What happened Miss D says she opened a Virgin Money credit card account in February 2022. She says the lending decision was ... (2 pages)View decision -
Decision Reference DRN-4820287
16 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4820287 The complaint Mr F complains about the settlement payment U K Insurance Limited (UKI) offered following the theft of his car, under his motor insurance policy. What happened Mr F’s car was stolen. He made a claim to UKI, which it accepted. It offered him £49,093 in settlemen... (2 pages)View decision -
Decision Reference DRN-4871455
16 Jul 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4871455 The complaint Mr E complains that Zempler Bank Limited restricted and then closed his bank account. For simplicity, I’ll refer to the bank as “Cashplus”. What happened In or around May 2023 Mr E opened a Cashplus account. He has explained that he initially did not use it ver... (2 pages)View decision -
Decision Reference DRN-4891637
16 Jul 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4891637 The complaint Miss H complained Vanquis Bank Limited (“Vanquis”) failed to refund her for a transaction on her account that she says was unauthorised. What happened Miss H complained to Vanquis about a transaction on her account which she says she didn’t authorise. She conta... (2 pages)View decision -
Decision Reference DRN-4793372
16 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4793372 The complaint Mr M complains that Santander UK Plc failed to refund transactions taken from his account after his phone was stolen. What happened Mr M explained that he was using his unlocked phone outside a pub in the early hours of the morning when it was stolen from him, ... (3 pages)View decision -
Decision Reference DRN-4885926
16 Jul 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4885926 The complaint Mr C has complained that Royal & Sun Alliance Insurance Limited (‘RSA’) declined his claim for alleged storm damage under his home insurance policy. For the avoidance of doubt, the term RSA includes its agents and representatives for the purposes of this de... (4 pages)View decision -
Decision Reference DRN-4910130
16 Jul 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4910130 The complaint Mr D says Monzo Bank Ltd irresponsibly lent to him. What happened Mr D took out two loans from Monzo. The first (loan 1) was taken out on 27 October 2021 and was for £3,000 over 36 months. The monthly repayments were £107.88. The second (loan 2) was taken out o... (4 pages)View decision -
Decision Reference DRN-4775201
16 Jul 2024 Metro Bank PLC UpheldConsumer CreditDRN-4775201 The complaint Mr C is complaining about Metro Bank PLC trading as RateSetter because it won’t provide details in response to his request. What happened Mr C has a loan with Ratesetter. He says he’s considering taking a mortgage to repay this and other debts. He says he’s mak... (2 pages)View decision